Professional Documents
Culture Documents
IT_support@sml.com
General IT Support
AX_FE_support@sml.com
AX_US_support@sml.com
AX_ISC_support@sml.com
AX_HK_support@sml.com
AX Support
AX_EMEA_support@sml.com
AX_DH_support@sml.com
AX_SHQD_support@sml.com
PDS_support@sml.com
PDS Support
EP_support@sml.com
EP Support
SB_support@sml.com
SB General Support
2. Customer must reply or answer ticket after receive a ticket number and for reply
ticket mail under Notes Client which mail subject of ticket number cannot be
amend such as [Ticket#xxxxxxxxxx].
3. Customer may receive different ticket number for the same request subject and
content. It is because the ticket will be submitted to other region or team for
support.
4. Step for creating new ticket under website of help.sml.com
a. Login to the website with input of your portal username and password
b. Click the tab of New Ticket to create a helpdesk ticket
c. Select the To of the destination supporting address, must choose
corresponding Service, input the Subject for issue and under the field
of Text to type in describing the case. Upload any attachment if
required.
d. After confirm all field input, please click the Submit button to generate
ticket.
e. Wait 5 minutes, a new ticket number will generate under the My Tickets
Service
INFRA::<Any Region>
General IT Support
AX::<Any Region>
AX Support
PDS::<Any Region>
PDS Support
EP::<Any Region>
EP Support
SB::<Any Region>
SB General Support
7. Each ticket requires at least ten minutes duration to apply the corresponding
queues of SLA before taking the action of Move/Split.
Here the table for the relationship between the Team Queue and the SLA Service:
From Queue
SLA Service
INFRA::<Region>
Such as INFRA::HK
AX::<Region>
Such as AX::HK
PDS::<Region>
Such as PDS::HK
EP::<Region>
Such as EP::HK
SB::<Region>
Such as SB::HK
Supplementary note
1. For Normal ticket flow
For two region users, test2 for HK region into the INFRA HK queue.
Submit mail (for example IT_support@sml.com) to INFRA HK General
field of ReplyFill in the message to replace the sentence of <Please input reply content
here> and then click Submit
Customer received reply ticket and send back response in their Notes Client
Wait to receive replied notification mail to notice Agent of ticket Owner
Agent Owner update the ticket content and reply back to user
Customer received reply ticket and confirm update in their Notes Client
Wait to receive replied mail from customer and reply case closed to Agent
Owner
If case solved, Agent Owner decide to ask for confirmation to close the ticket
Customer received mail and reply the confirmation to close the ticket in their
Notes Client
Wait to receive replied notification mail to Agent Owner
Agent Owner acknowledge the confirmation from user and click Close to
close the ticket (Solution time reset)
Wait Ticket No. to generate from OTRS and receive notification to INFRA DH
After clicked Split button, the screen of Create New Split Ticket Only will
be shown.
Please ensure select the correct To queue and Service such as INFRA::HK
queue, General IT Support service. If choose the INCORRECT queue with
with separate Escalation time such as Original ticket with INFRA DH SLA 1_x
but the Child ticket with INFRA HK SLA 1_x
Owner and Responsible are both the Agent name of the Original parent
ticket.
For pick up the split ticket, the Agent requires to click Owner to take
owner for supporting the child ticket.
For example, a ticket submitted from user-test2 of region HK into the INFRA
HK queue. But the ticket subject mentioned for issue of PDS HK, therefore
the action of Move to be perform
When Ticket No. has generated from Helpdesk and receive notification to
INFRA HK General support (test5) and customer (test2)
Check from INFRA HK queue with content of the Ticket, Agent has to ensure
that the Service Level Agreement has been applied to corresponding SLA