Completing a Support Ticket

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

Purpose

Completing a Support Ticket.

Scope

Function: L1, L3 Product Support

Job role(s): Product Support Analyst

Procedure

 

Step Task Responsible Party
1 Provided all Splunk links to data used to arrive at the solution for the ticket. Product Support Analyst
2

Included a detailed description of what the problem was and the solution you implemented.

  
3

Contacted the customer 3 days after the solution was applied to check if further assistance is needed.

  
4

Cleared the workspace used for the model copy/ies (if applicable).

  
5

Request that the Customer remove you from their workspace (if applicable).

  
6

Delete supporting files like Excel workbooks, scripts, etc.

  
7 Submit the ticket as Solved.  
  End of procedure.  

Definitions

Term Definition
SOP Standard Operating Procedure

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