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 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:

* 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.

Wavelet Service Desk