Jira Service Desk Support Procedure
- Alun Owens
The Jira ServiceDesk Portal
Visit: https://cimteq.atlassian.net/servicedesk/ to access our Portal where you can login to submit tickets and ask for assistance on certain aspects of our products.
Requesting an Account
In order to get the most out of our support platform it is recommended that you create an account. You can do this from the home page of the portal by selecting the ‘Sign Up’ option (providing you don’t already have an account setup).
Simply enter your email address and an invite will be sent to your inbox. Follow the link in the email to finish creating your account.
Using the Portal
Upon completing the sign-up process or logging in you will be greeted by our support Portal. Here you can select from two support options, CableBuilder Support and CableMES Support and a search bar to access our knowledgebase.
The search bar will allow you to search for articles in our Knowledgebase across both projects based on keywords you enter. The search bar will also suggest requests for you based on your input, submitting a bug or requesting a feature for example.
The CableMES Support Project button will allow you to submit forms for bugs, issues, help or request features/customisations for CableMES.
The CableBuilder Support Project button will allow you to submit forms for bugs, issues, help or request features/customisations for CableBuilder.
Submitting a Ticket, Requesting Customisations and Asking for Assistance
After selecting the product you have an issue with or request for, you will be greeted by the following options.
Submit a Ticket
Customisation Request
Installation, Configuration or Migration
Submit a Ticket
Using this form, you can submit a bug, issue or ask for assistance using a certain part of CableBuilder.
Please ensure you provide as detailed a description as possible in order to better assist our agents in supporting you. The more information you provide the better we will be able to determine the cause of the issue and resolve it and provide you with the most accurate information as possible.
If necessary, you can attach screenshots or documents to better outline the issue.
From here you can also select the priority of the issue (bear in mind that this is subject to change as our analysts evaluate the issue). An issue’s priority can be changed by our analysts at any time if required. A further breakdown of priorities can be found in a later section of this document.
This form will be the one used for the majority of submitted issues and queries and can be assumed to be the default form.
Issues that are emailed to us instead of being submitted via the portal will follow this form’s structure and will have its request type set to ‘Submit a Ticket’.
Support email addresses:
CableBuilder: support@cimteq.com CableMES: messupport@cimteq.com
Customisation Request – CableBuilder only
If you would like to request an addition or change to the core functionality of a product, you can submit a Customisation Request form.
Your summary should briefly outline the reason for the customisation request, and you should provide a detailed description that breaks down the requirements of the customisation. If necessary, you can also attach screenshots and documents such as a specification document to better assist our support team in providing an estimate and preparing an accurate specification.
Once we receive a customisation request, a member of the team will investigate the requirements of the work and provide a rough estimate of how many days development the customisation will be. With confirmation of the estimate we will then prepare a specification document and formal quotation which will need to be signed off and approved by the customer. All communications for the work will be done via the ticket/issue submitted up until the delivery of the customisation.
Our SLAs (Service Level Agreements) do not apply to Customisation requests as these are internally scheduled and have an agreed upon delivery date with the customer.
Note. please contact us for more information on our procedures regarding customisations.
Installation, Configuration and Migration
This form is to be used when you have a query or require assistance in setting up an instance of CableBuilder or CableMES, if you are migrating servers and need help moving CableBuilder/CableMES and the Database from the old server to the new server, if you need to migrate from one database version to another such as a migration from Oracle SQL to Microsoft SQL and for any general queries related to the configuration of our software.
This form should not be used for any bug reports or for any advice or guidance on how to use our products. For any other query please use the ‘Submit a Ticket’ request.
Our SLAs (Service Level Agreements) do not apply to Migration requests as these are internally scheduled and have an agreed upon delivery date with the customer.
Viewing Your Submitted Tickets and Usage
To view your submitted tickets/issues, access the following menu and select one the option that applies. This will show you all the tickets related to the option you selected.
The Ticket View
This is the ticket view which gives you an overview of your ticket, it’s progress, status and replies.
This is the original issue you submitted and its assigned priority.
This is the Activity feed of the ticket, this is where you will reply and receive replies, any update to the ticket will be displayed here.
The status section will display the current progress of the ticket.
In the shared with section you can include additional people to watch the progress of the ticket.
Statuses and Ticket Progress
Our support team use 8 status states to indicate what is currently happening with the ticket, you will see any updated to the status field in the portal and ticket views. The 8 statuses are as follows.
New | This status only applies to New tickets, your ticket has been reviewed but hasn’t been assigned to an agent yet. |
On Hold | This status only applied to tickets that need to have progress halted, whether a customer has requested work be paused or we cannot progress with the ticket for whatever reason. |
Customisation | Tickets that are submitted via ‘Submit a Ticket’ requests that are ultimately resolved with a customisation get set to this status. All service level agreements for this ticket will be paused and the work scheduled. |
With Customer | Tickets in this status have been responded to by our agents who are now waiting for a response from the customer. |
In Progress | When an agent has read a response from a customer and is continuing work on the issue, the status will be set to In Progress to alert the customer that work in undergoing on their issue. |
Open | The customer has replied to an agent’s comment, but the agent has yet to see the reply and continue work on the issue. |
Solved | When an issue has been resolved and solution provided by the agent, the ticket will enter this status. The customer can reopen the ticket at this point if necessary. Once the issue has been in this status for 20 workdays, the issue will transition to Closed. |
Closed | Issues set to Closed are considered finished/resolved. Issues that are closed cannot be reopened. |
Knowledge Base
Before submitting a ticket, please check our Knowledge Base first to see if we have prepared an article that solves the issue you are experiencing. You can search for keywords which will browse our articles for any reference, helping limit the number of articles to look through.
Ticket Priorities
We use 4 priority levels for our ticketing system, and this is to better categorise tickets and help our agents manage their workflow and decide which tickets need urgent attention.
The 4 levels are as follows.
Highest: This level is for any issue that is stopping you from doing any work on the system, you cannot access the system at all, or a bug doesn’t allow you to proceed with your work.
High: This level is for any issue that is directly affecting your daily workflow, any bugs that are impeding on your day to day function.
Medium/Low: This level is where most issues will be, use this for general inquiries, small bugs that have workarounds or for assistance in using the system. We consider Medium and Low priorities to be of the same level.
Lowest: This level is for any issue or question that does not need an immediate response, an issue that does not affect your daily workflow or a simple question or query.
As a rule of thumb, if you don’t know which priority to set your issue to, Medium/Low can be considered the default priority.
Service Level Agreements
We have two service level agreement types for our service desk and these SLAs apply to each ticket that is submitted to our system the two types are further defined by the priority of the ticket.
Response Time – This SLA type represents the time it takes for our agents to read and respond to the ticket.
Resolution Time – This SLA type is the total time taken to close/solve the ticket.
How priority affects the SLAs on tickets;
Resolution Time
Highest | 3 hours |
High | 8 hours |
Medium/Low | 42 hours |
Lowest | 80 hours |
Response Time
Highest | 1 hours |
High | 3 hours |
Medium/Low | 8 hours |
Lowest | 10 hours |
Other Ways to Reach Us
If you do not want to use our portal to submit a ticket it is still possible to reach our support desk for assistance. You can send your issue via email to one of the below email addresses:
CableMES: mes-support@cimteq.atlassian.net CableBuilder: cb-support@cimteq.atlassian.net
a ticket will be created on your behalf for our agents. All replies from our agents will be sent to you via email.
Our Operating Hours and Out of Hours Support
Our standard working hours for support follow a standard 9 to 5 working day schedule which is weekdays: 9am-5pm
For weekends and out of hours support, you can call the Cimteq office number directly from 5pm- 9am or on weekends (Saturday and Sunday).
Please note that out of hours support is only intended for critical issues.
When calling our office to request out of hours support please listen to the automated message to completion, you will be prompted to press ‘1’ and will be directed to out of hours support where an agent will be able to handle your request.
Phone: 01978 664215