Transferring to L3

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peter.jacobi
peter.jacobi Member, ALL USERS, Employee Posts: 2 Contributor
in Anaplan Community

Purpose

Transferring a ticket from L1 to L3

Scope

Function: L1 Product Support

Job role(s): Product Support Analyst

Procedure

Step Task Responsible Party
1 An attempt to replicate the issue must be completed, otherwise notes on why we were unable to replicate the issue must be included. Be as specific as possible. Product Support Analyst
2

Open a new ticket, include the following:

  • Insert the internal comment header macro: Support Internal Comment.
  • Customer name.
  • An accurate Subject line.
  • An accurate description of the issue.
  • If the ticket is an ALM or performance ticket, include any additional specific SOPs or required.
  • Ticket number and/or a link to the original ticket.
  • A link to the model copy (or copies) (Unedited by an Agent, from the customer) with your initials in front of it.
  • The naming convention used in the workspace for the model copy.
  • Splunk links* if applicable.
  • When the issue occurred, what the issue is, what the customer and you have tried already to fix it, and a summary of what was successful and what was not in those attempts.
  • Attach all photos or supporting files.
  • Any other information you feel would be help accurately specify the urgency of the issue.
  • Whether or not the last hour of Splunk data is relevant to the issue.

Splunk links* should include:

  • Relevant search, including date and time ranges of your search.
  • Unfinished tasks, Core metrics (Example: If an issue is taking place between 5p-6p Central Time, on September 1st, the log should reflect this specific date/time range)
  
3

The ticket topic and priority should be set to an accurate selection.

  
4

Set the ticket type to incident.

  
5

Fill out the Pool, Core #, Workspace ID, Model ID, and User ID fields.

  
6 Name the model copy what the customer has named the original model.  
7

Ensure the assignee is correct. The ticket should currently be assigned to you or your Agent at this point, reassign it to the proper L3 Agent and CC yourself/whoever the ticket was assigned to previously as well as any support staff necessary such as Managers or additional Agents if needed.

  
8

Submit the ticket as New.

  
 

End of procedure.

  

Definitions

Term Definition
ALM Anaplan Lifecycle Management
SOP Standard Operating Procedure

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