MOR-PROC-010 Version 1 Last Review Date: September, 2024
1. The CMMS Support Portal
1.1. Freshdesk
1.2.
2. Using Freshdesk
2.1. The Dashboard
2.2. The Ticket List
2.2.1.
2.2.2. Filtering the list
2.3. The Ticket View
2.3.1.
3. Field Usage
3.1. Type
The Type field represents the broad category of ticket, generally reflecting the action(s) that needs to be taken with the ticket.
The Type list:
| Type | Description |
|---|---|
| Bug | An undesired operation with existing platform functionality. |
| Task | A request to perform a task, such as data import, or financial delegation update. |
| Feature Request | A request for a new feature to be added to the platform. |
| Question | A question about platform functoinality. |
| Problem | A transient Type usually selected by users raising a ticket in the Portal or the Freshdesk widget, indicating they are having trouble with something like authenticaiton. When triaged, the Type will usually be changed to Bug, Task, or Question as approrpriate. |
| Feedback | A ticket raised to express feedback to the team or about the platform, generally with no follow up work required. |
| Misdirected | A ticket that has been sent to the MoreCore Support Portal but is actually a task/issue for a different department. |
3.1.1. Bug
These tickets detail issues that relate to existing functionality that is not functioning as intended. The issue in question should be raised as a bug for developer action.
Handling Bugs
- Liaise with the requestor for more information if necessary.
- Recreate the scenario to confirm that a bug exists.
- Refer to procuedure MOR-PROC-003 - Raising Urgent Issues to determine if the issue should be considered urgent. If so, follow those steps, and also adjust the priority on the ticket to Urgent.
- Raise a bug as per - Procedure TBC
3.1.3. Feature Requests
These represent requests from users for new features that don't currently exist within the platform, such as requests for new reports, or new fields on a view etc.
Handling Feature Requests
- When new Feature Requests come in, update the Title of the ticket to reflect the request. Most tickets will have something generic that doesn't actually reflect the request.
- Add one or more Tags to the ticket referencing the platform view or functionality that would be affected.
- Respond to the user in such as way as to manage expectations without promising immediate action, such as by responding with:
Thank you for your suggestion. We'll reviewd and add this to our prioritised list as part of our ongoing improvement efforts. We'll provide updates as this feature request progresses.