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Table of Contents:

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1) Bigledger Service Desk

      1.1)   Where to Submit Your Help Request to Bigledger Helpdesk 

  • Go https://wavelet.atlassian.net/servicedesk/customer/portal/8

  • Click 'General Help Required' to get assistance for general accounting questions, GST related or function inquiry, etc. 
  • Click "Error Reporting" if you face any system errors with Wavelet EMP Bigledger software. 
  • Click 'Software Enhancements' if you wish to drop us your opinion.  
  • Click ' Request a New Account' to request a new account for an internal user's access to system.
  • Click 'Project Implementation' to request help for new users project implementation.

      1.2)  Bigledger Service Desk Example: General Help Required

  • Fill in the blank with the information. (**Phone number - we strongly encourage users to provide contact details in order for to serve you better )
  • Click create

NoFunctionsDescriptionRemark
1

Ticket Title

Title of your Request / Ticket / IssueClear and simple title is encouraged
2Number of TicketIssues ListingAllow user to track outstanding issues and number of issues created.
3Comment BoxAllow user to drop comment, communicated with Wavelet Bigledger's Technical team-
4Ticket DetailsAllow user to view the details of the issue-
5Ticket Number

This is JIRA issue number for reference.

(ex: BH-xxxx. BH = Wavelet Bigledger Helpdesk , xxxx = running number)

Important :

JIRA Ticket Number is compulsory which acts as key tool for Wavelet Bigledger Support's reference.

6People Involved ListList of people involved in the project. For instance, "Creator" & "Participant"Please take note, Participant could be internal of Wavelet Solutions Bigledger's employee.
7

Others (You Can)

Allow user to add comment and attachmentBrief and clear supporting documents (Image, file) are required in order to understand your request efficiently and effectively.



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2) Know More about Your Request / Ticket / Issue

2.1) Issue urgency


Critical

      • Server down due to whatever reasons, we will respond immediately. Please escalate to Level 2 immediately.

Urgent

      • Bugs / error that cause the business to stop operations.

      • Respond within 1 days

      • Fix within a week.

Normal

      • Less critical error but business can continue to run

      • Estimated time to resolution 1-2 weeks (10 work-days).

2.2) Escalation Levels

Level 1: General Support 

Level 2: Support Team Managers

Level 3:  Contact CEO

    • JIRA Service Desk ticket number (BH-XXXX) is required when when escalating the issue to the CEO.

    • Email to vincent@wavelet.net
    • Instant Messengers:
      • Telegram   : leehongfay
      • QQ            : 859258942
      • WeChat     : 859258942 or leehongfay
      • Skype        : leehongfay 
      • LINE          : vincent@wavelet.net
      • Whatsapp is the ONLY messenger, it has cross platforms issues and very slow. Please do not use Whatsapp to contact to the CEO. 

2.3) Billing Information 


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3) How to Check My Request / Ticket / Issue Status


  • Click the icon:  
  • Fill in the Request/Ticket/Issue number (ex: BH-XXXX) into "Search" Text Box to search for the particular issue. Alternately, you may add issue number right after the links shown as:  https://wavelet.atlassian.net/servicedesk/customer/portal/8/BH-11
  • Click on the issue to view in details and progress status.








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4) How to Add Participant for Receiving Status update

  • Click.
  • Fill in Participant email address.
  • Email notification will be send out to the Participant indicate that He/She is being invited to receives status update for the particular ticket. 
  • Email notification will be send out to the Participant wherever there is an update on the particular ticket. 
  • Participant receives Email Invitation & Notification on Request / Ticket / Issue update.