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(→Consideration before filing a ticket)
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(→Consideration before filing a ticket)
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| Line 15: | |||
| *Provide a start time for the deployment | *Provide a start time for the deployment | ||
| *List steps taken to reproduce the error | *List steps taken to reproduce the error | ||
| - | *For feature requests, describe what you would like implemented or changed, as well as how and what it will help with | ||
| Don't: | Don't: | ||
| Line 21: | |||
| - | *Only post the error in the description (this hardly ever enough information for us to help you) | + | *Post only the error in the description (this hardly ever enough information for us to help you) |
| - | *Assume we have in depth knowledge of the programs we integrate with (We're uDeploy ninjas, and 3rd party amateurs) | + | *Leave out basic information about the third party product you're interfacing with (We're way more familiar with uDeploy than what we integrate with here in support) |
| *Use the same ticket for a different problem unless it stems from the original issue (we use tickets for future troubleshooting) | *Use the same ticket for a different problem unless it stems from the original issue (we use tickets for future troubleshooting) | ||
| - | *Only use one ticket priority (If it's very time sensitive and/or detrimental to production, make it High. If not, it's probably medium or low. Check your SLAs) | + | *Use the same priority for all tickets (If it's very time sensitive and/or detrimental to production, make it High. If not, it's probably medium or low. Check your SLAs. This helps us manage our work queue) |
