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Introducing JIRA Service Desk

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urlhttps://www.youtube.com/watch?v=rcvlBuN3mQg



1) Submit your help request to JIRA Service Desk

      1.1)

 Visit the JIRA service desk website
  • Go https://wavelet.atlassian.net/servicedesk/customer/portals
    • Select Wavelet Helpdesk for general support Requests.
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         1.2)  Wavelet Helpdesk

      Wavelet Helpdesk

    • Go https://wavelet.atlassian.net/servicedesk/customer/portal/2

    • Click 'Get IT help' Project Implementation' to request help for new users project implementation.
    • Click 'General Help Required' to get assistance for general IT problems and question. accounting and GST problems. 
    • Click "Error Reporting" if you face any system errors with Wavelet EMP software. 
    • Click 'Suggestions and Enhancements' if you wish to drop us your opinion.  
    • Click ' Request a new account to request a new account for an internal system.
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          1.

    3

    2)  Wavelet Helpdesk>

    Get IT help

    General Help Required

    • Fill in the blank with the information. 
    • Click create.
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    2) Escalation Escalation Level


    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

      • Respond within 1-2 weeks (10 work-days).

    Escalation Levels

    Level 1: General Support 


    Level 2: Support Team Managers

    •  JIRA Service Desk ticket number (WH-XXXX) is required when user escalate the issue/problem to the Technical Support Team Managers.

     

    Level 3: CEO Personal Assistant

    • JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the Personal Assistants.

    Level 4: Contact CEO

    • JIRA Service Desk ticket number (WH-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. 


    Billing related info:



    * Email to account@wavelet.net
    * CC: meiyin@wavelet.net (Telegram ID : @MeiYinFoo) , farah@wavelet.net (Telegram ID : @farahnorshirwani)

    ...