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Introducing JIRA Service Desk

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Table of Contents:

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1) Wavelet Service Desk

      1.1)

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  Where to Submit Your Help Request to Wavelet Helpdesk 

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  • General Help Required' to get assistance for general

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  • accounting questions, GST related or function inquiry, etc. 
  • Click "Error Reporting" if you face any system errors with Wavelet EMP software. 
  • Click 'Software Enhancements' if you wish to drop us your opinion.  
  • Click ' Request a

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  • New Account' to request a new account for an internal user's access to system.

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  • Click 'Project Implementation' to request help for new users project implementation.

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      1.

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2)  Wavelet

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Helpdesk 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

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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.

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2) Escalation Level

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3Comment BoxAllow user to drop comment, communicated with Wavelet Technical team-
4Ticket DetailsAllow user to view the details of the issue-
5Ticket Number

This is JIRA issue number for reference.

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

Important :

JIRA Ticket Number is compulsory which acts as key tool for Wavelet 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 employee.
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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

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

2.2) Escalation Levels

Level 1: General Support 

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    • when calling for help.

    • Call hunting line : 1700817538 (within Malaysia)

    • Mobile Support   : +6017 366 3081, +6017 366

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    • 375

Level 2: Support Team Managers

    •  JIRA Service Desk ticket number (WH-XXXX)

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    •  is required when user escalate the issue/problem to the Technical Support Team Managers.

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    •  Suhaida   (email:

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    •  suhaida@wavelet.net, Telegram ID: @Sue_Rahman

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    • )

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Level 3:

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

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  Contact CEO

    • JIRA Service Desk ticket number (WH-XXXX) is required

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    • 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:

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2.3) Billing Information Image Added

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  • Telegram: General - @waveletaccount 


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


  • Click the icon:  Image Added
  • Fill in the Request/Ticket/Issue number (ex: WH-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/2/WH-XXXX 
  • Click on the issue to view in details and progress status.


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TitleDescription
Role Examples

Creator : lemonolw 

Participant : Ong lay wen 

Wavelet's Team : Lwen (Watcher, PA to CEO) , Sherry Loh ( Task owner / Assignee , technical support )

Understand the story happened above : 

  • "Lemonolw" who is the account executive of the Company ABC that using wavelet ERP system. 
  • She 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 encounters problem during project implementation.
  • Thus, she quickly registered an account, login and created issue (WH-8941). She also added "Ong lay wen" which is her team lead. Her team lead would be able to view the issue and receive Email of the particular issue status update. 
  • Within 2 weeks time (Minor Issue), she received comment from " Sherry Loh" . 
  • Issue status changed from Image Addedto Image Added.
  • She was happily to announce that she had successfully resolved her problem. 


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4) How to Add Participant for Receiving Status update

  • ClickImage Added.
  • 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.

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