1. All the Fields in the ticket must be filled with relevant details.
2. Right classification of the feature and sub-feature is a mandate requirement.
3. You must mention the issue reproduction steps to the Developer.
4. Screen recording or relevant screenshots are to be attached to the Ticket.
5. Right owner must be chosen in the dropdown.
6. Kindly refer to the following link for the product wise Dev SPOCs.
Template:
Title/Subject: <Issue in few words> | <Account Name> | <Org ID>
|
Description of issue |
<Describe the issue in detail> *DO NOT COPY-PASTE Support ticket description* |
|
Is issue Reproducible? |
<Yes/No> |
|
Steps to reproduce |
<Sequential instructions to reproduce the issue. If issue is not reproducible, then mention N/A>. |
|
Screenshots/Recordings (If any) |
<Attach it to the Dev ticket> |
|
Support Investigation & Observations |
<Share as much detail as possible on the steps carried out so far> |
|
Number of Users / Customers impacted |
<Specify the # of Impacted users> |
|
Incident Reported Date and Time |
<Mention date & time> |
|
Support Access |
<Share Support Access credentials> |
|
Support ticket |
<Ticket #> |
NOTE: The following internal KB article will help you with more insights on the product behaviours, debugging guide etc.
- Enable Converse – Loop
in Vimal Stan Steven and Rashi Batra in the dev
case
- Enable custom data
source – Share the customer details along with their use case.
