Table of Contents:
1) Wavelet Service Desk
1.1) How to Submit Your Help Request to Wavelet Helpdesk
Go https://wavelet.atlassian.net/servicedesk/customer/portal/2 (Look at video: Introducing JIRA Service Desk before going).
- 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 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
| 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 that allow user to reference. ex: WH-xxxx (WH = Wavelet Helpdesk , xxxx is JIRA 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. |
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
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 366 375
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.
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 Information 
- 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 the icon:
- 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.
| Title | Description |
|---|---|
| Roles 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
to 
. - She was happily to announce that she had successfully resolved her problem.
4) How to Add Participant for Receiving Status update
Click
.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.
