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?
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
| Functions | Description | Remark |
|---|---|---|
Ticket/Issue title | Issue Title | Clear and simplify title is encouraged |
| Number of Ticket | Issues Listing | Allow user to track outstanding issues and number of issues isssued |
| Comment Box | Allow user to drop comment, communicated with Wavelet Technical team | n/a |
| Ticket Details | Allow user to view the details of the issue | n/a |
| 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 act as key tool for Wavelet's Technical reference. |
| People involved List | List of people involved in the project. For instance, "Creator" & " Participant" | Please take noted, Participant can be internal of Wavelet solutions employee. |
| Others (You Can) | Allow user to add comment and attachment | A brief and clear supporting documents (Image, file) is required in order to work efficient and effectively. |
2) 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
- 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 3753
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 2.1: Suhaida (email: Suhaida Rahman (Unlicensed), Telegram ID: @Sue_Rahman)
- Level 2.2: Tahseen (email: Syeda Nuzhat Tahseen (Unlicensed), Telegram ID: @TahseenSN)
- 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 1.1: Lay Wen (email: laywen@wavelet.net ,Telegram ID: @laywen_wavelet)
- 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 Info:
* Email to account@wavelet.net
* 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
Click
- 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 below:-
https://wavelet.atlassian.net/servicedesk/customer/portal/2/WH-XXXX
Click on the issue to view in details and progress status.
| Title | Description |
|---|---|
| Role | Creator : lemonolw Participant : Ong lay wen Wavelet's Team : Lwen (PA to CEO) , Sherry Loh ( Task owner/ Assignee , technical support ) |
Story line :
"Lemonolw" who is the account executive of the Company ABC that using wavelet ERP system.
She is facing problem to get Wavelet's EMP user guide.
- She recalled, Wavelet project manager advised her to make use of " Wavelet Helpdesk" whenever she is encounter 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 is now able to view the issue status update via email.
- Within 2 weeks time (Minor issue), she received comment from " Sherry Loh" .
- Issue status change from
to 
- She is happily to announce that she has successfully resolved her problem.
4) How to Add Participant so that He/She Can Receives Request/Ticket/Issue Status update
Click
Fill in Participant email address
- Email notification will send out to the Participant indicate that He/She is being invited to receives status update for the particular ticket.
- Email notification will send out to the Participant where ever there is an update on the particular ticket.
Participant Receives Email "Invitation" and "Notification" on Request/Ticket/Issue update
