Introducing JIRA Service Desk
Contents:
- How to Submit Your Help Request to JIRA Service Desk
- Escalation Level
- How to Check My Request/Ticket/Issue Status?
- How to Add Participant so that He/She Can Receives Request/Ticket/Issue Status update?
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Introducing JIRA Service Desk
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1) How to Submit Your Help Request to JIRA Service Desk
1.1) Wavelet Helpdesk
Go https://wavelet.atlassian.net/servicedesk/customer/portal/2
- Click 'Project Implementation' to request help for new users project implementation.
- Click 'General Help Required' to get assistance for general 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.
1.2) Wavelet Helpdesk > 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
| No | Functions | Description | Remark |
|---|---|---|---|
| 1 | Ticket Title | Title of your Request / Ticket / Issue |
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| Clear and |
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| simple title is encouraged | |||
| 2 | Number of Ticket | Issues Listing | Allow user to track outstanding issues and number of issues |
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| created. | ||
| 3 | Comment Box | Allow user to drop comment, communicated with Wavelet Technical team |
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| - | |||
| 4 | Ticket Details | Allow user to view the details of the issue | - |
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| 5 | Ticket Number | This is JIRA issue number that allow user to reference. ex: WH-xxxx (WH = Wavelet Helpdesk , xxxx is JIRA running number) | Important ： JIRA Ticket Number is compulsory which |
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acts as key tool for Wavelet Support's |
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reference. | |
| 6 | People |
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| Involved List | List of people involved in the project. For instance, "Creator" & " Participant" | Please take |
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| note, Participant |
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| could be internal of Wavelet |
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| Solutions employee. | ||
| 7 | Others (You Can) | Allow user to add comment and attachment |
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| Brief and clear supporting documents (Image, file) |
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| are required in order to |
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| understand your request efficiently and effectively. |
2) Escalation Level
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
Respond within 1-2 weeks (10 work-days).
2.2) Escalation Levels
Level 1: General Support
Visit Wavelet Help Desk to submit your issue via https://wavelet.atlassian.net/servicedesk/customer/portals
JIRA Service Desk ticket number (WH-XXXX) is required when calling for help.
Call hunting line : 1700817538 (within Malaysia)
Mobile Support : +6017 366 3081, +6017 366
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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.
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Suhaida (email: Suhaida Rahman (Unlicensed), Telegram ID: @Sue_Rahman)
Level 3: 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 Info:
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- Email to account@wavelet.net
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- CC: Foo Mei Yin (CFO) - meiyin@wavelet.net (Telegram ID : @MeiYinFoo) , Farah S Noshirwani (Finance Executive) - farah@wavelet.net (Telegram ID : @farahnoshirwani)
3) How to Check My Request / Ticket / Issue Status
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Click the icon:
- Fill in the Request/Ticket/Issue number (ex: WH-XXXX) into "Search" Text Box to search for the particular issue.
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- Alternately, you may add issue number right after the links shown as
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- :
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- https://wavelet.atlassian.net/servicedesk/customer/portal/2/WH-XXXX
- Click on the issue to view in details and progress status.
| Title | Description |
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| Roles Examples | Creator : |
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lemonolw Participant : Ong lay |
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wen Wavelet's Team : Lwen (Watcher, PA to CEO) , Sherry Loh ( Task owner / Assignee , technical support ) |
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Understand the story happened above :
"Lemonolw" who is the account executive of the Company ABC that using wavelet ERP system.
She
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was facing problem to get Wavelet's EMP user guide.
- She recalled, Wavelet project manager advised her to make use of " Wavelet Helpdesk" whenever she
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- encounters problem during project implementation.
Thus, she quickly registered an account, login and created issue (WH-8941). She also added "
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Ong lay wen" which is her team lead.
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Her team lead
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would be able to view the issue and receive Email of the particular issue status update
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.
- Within 2 weeks time (Minor
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- Issue), she received comment from " Sherry Loh" .
- Issue status
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- changed from
to 
. - She
- changed from
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- was happily to announce that she
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- had successfully resolved her problem.
4) How to
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Add Participant for Receiving Request/ Ticket / Issue Status update
Click
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.
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
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wherever there is an update on the particular ticket.
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Participant
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receives Email
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Invitation
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& Notification
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on
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Request / Ticket / Issue
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update.
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