When you select the menu item Speerpunt, located under Help, or press the key F11, the Speer IT ticketsystem will open on CoconTheWeb.
Through this ticket system you may notify the servicedesk of Speer IT of your service request.
For the Categorie we use these statements:
Incident |
When a defect occurs in your daily work which cannot be explained by you.
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Service request |
When a defect occurs in your daily work which can be explained by you. Please supply us with a print-screen and/or the steps to reproduce the defect.
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Change |
When there is no defect in your daily work, but an action or a screen deviates from your preferences.
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Complaint |
When you experience a defect or experience the contact with Speer IT as troublesome, this option allows you to send in a complaint. Please explain to us the exact cause of discomfort, so we may improve either our product or service. Use of this option for any notifications that aren't a complaint, may be changed to a more fitting categorie.
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Next you will be asked to choose an Impact- en Urgency level. We use the following statements.
1 |
A large number of users or the primary company process is suffering from the defect. The daily operations cannot proceed (as usual). The work for a large number of users is seriously hampered.
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2
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One or more users or secondary company processes is suffering from the defect. The daily operations of some users cannot proceed. The work for a few users is seriously hampered.
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3
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A large number of users, primary / secondary processes are not affected. Most work may be done by a workaround.
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4
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A small number of users experience some discomfort, or a question / wish affecting your work routing was issued. |
In the field Description please explain the issue / question as clear as possible.
Last edited: 31-10-2017
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