Introducing JIRA Service Desk
Image Removed
| Widget Connector |
|---|
| url | https://www.youtube.com/watch?v=rcvlBuN3mQg |
|---|
|
...
| Panel |
|---|
1) Wavelet Service Desk 1.1) |
...
Where to Submit Your Help Request to Wavelet Helpdesk |
...
...
- 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
|
...
- 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.
|
...
 Image Added
1.2) Wavelet 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 )
|
...
...
3) Escalation Level
...
 Image Added
 Image Added
| No | Functions | Description | Remark |
|---|
| 1 | Ticket Title | Title of your Request / Ticket / Issue | Clear and simple title is encouraged | | 2 | Number of Ticket | Issues Listing | Allow user to track outstanding issues and number of issues created. | | 3 | Comment Box | Allow user to drop comment, communicated with Wavelet Technical team | - | | 4 | Ticket Details | Allow user to view the details of the issue | - | | 5 | Ticket 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. | | 6 | People Involved List | List of people involved in the project. For instance, "Creator" & "Participant" | Please take note, Participant could be internal of Wavelet Solutions employee. | | 7 | Others (You Can) | Allow user to add comment and attachment | Brief and clear supporting documents (Image, file) are required in order to understand your request efficiently and effectively. |
|
| Panel |
|---|
2) Know More about Your Request / Ticket / Issue2.1) Issue urgency |
...
2.2) Escalation LevelsLevel 1: General Support |
...
...
Level 2: Support Team Managers |
...
...
...
...
...
...
- JIRA Service Desk ticket number (WH-XXXX) is required when when escalating the issue to the Personal Assistants.
...
...
...
| Panel |
|---|
3) How to Check My Request / Ticket / Issue Status |
...
Click
Image Removed
...
Fill in Participant email address
...
Click 
Image Removed
Image Removed
3) How To Add Participant so that He/She Can Receives Ticket Status update?
- 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.
 Image Added
 Image Added
 Image Added
| Title | Description |
|---|
| 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.
|
| Panel |
|---|
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
|
...
Image Removedhe
Image Removed
Image Removed
Image Removed
Billing related info:
Image Removed
* Email to account@wavelet.net
* CC: meiyin@wavelet.net (Telegram ID : @MeiYinFoo) , farah@wavelet.net (Telegram ID : @farahnorshirwani)
...
- Participant wherever there is an update on the particular ticket.
- Participant receives Email Invitation & Notification on Request / Ticket / Issue update.
 Image Added
 Image Added
|
