KB Writing
When listing resolution steps, this style of bullet should be used.
What are numbered bullets?
This type of ticket is considered the "child" to a Problem ticket.
What is an Incident ticket?
Dev ticket titles are formatted like this.
What is Environment-Tenant-Description?
Customer admin approval is required for these 3 common types of dev requests.
What are Copy, Restore, and Swap?
This spreadsheet can be used to view your teammates' schedules.
What is the "Support Team Info" Excel file?
This viewing permission should be applied to all non-internal only articles.
What is 'Signed-in Users'?
This important step should be done prior to creating a new Problem ticket.
What is discussing whether or not a Problem ticket should be created with the Team?
What is an Ad Hoc report using the Cloud Analytics - User Admins module?
When dev have confirmed that you've found a product issue, The 'Dev Status' field will populate with this.
What is "New"?
This 'Ticket Classification' option should only be used when no other classification reasonably applies.
What is "Other"?
When typing out error text, these two types of formatting must be applied.
What are italics and indenting twice?
When the 'Problem Ticket' macro is used, the 'Type' field will auto-populate with this option.
What is Problem?
What is "@DEV: "?
These 2 options should only be used in the 'Priority' field if a customer's issue renders the software unsable.
Involving Chase or Manny is considered this Tier level in the escalation process.
What is Tier 3?
This keystroke combo is used to start a new line without starting a new paragraph or bullet.
What is Shift+Enter?
Linking a ticket to a Problem ticket requires setting the 'Type' to Incident, followed by this step.
What is choosing the correct Problem ticket from the 'Linked problem' drop-down.
This field can but should not be changed once the dev ticket has been created.
What is the 'Dev Ticket Text' field?
This 'Dev Status' indicates that no further communication with dev is possible in the ticket.
What is "Closed / Released"?
According to the current version of the Interdepartmental Handoffs doc, tickets that need billable consulting work should be reassigned to this option.
What is "Solver Professional Services" under the "PMO" group.
This 'Review Status' should be applied to articles that are ready to be edited & published by the ops person.
What is 'Awaiting Review'?
Doing this will cause all linked Incident tickets to be submitted as Solved.
What is submitting a Problem ticket as Solved?
When a customer ticket requires multiple dev/ADO tickets, this must be done in order to accommodate it.
What is creating a new Support ticket on a customer's behalf?
This document contains approved verbiage for Support to use with customers who are dealing with confirmed bugs.
What is the "Bug Communication to Customers" document?
According to the current version of the Interdepartmental Handoffs doc, this person can be pinged directly for Partner Portal inquiries.
Who is Mark or Terry?