Create a Support Ticket

introduction this describes how to create a support task on intserv and how to select the right option in the department and erp area fields create a ticket log in to https //enapps intserv erp zone 4095 using your credentials if you don't have credentials, contact your internal erp rep to get them the credentials are provided to the users who are authorised to approve paid work go to support > tasks click the create new button fill in the following fields fields description name fill in the name of the task code automatically generated code once you click the submit button project an automatically filled in field (if you have one instance) in case if you have multiple instances, select the project from the drop down list owner automatically filled in with the task creator's name team assigned automatically filled in once you have filled in the department and erp area fields assigned to automatically filled in once you have filled in the department and erp area fields secondary assigned to automatically filled in once you have filled in the department and erp area fields t\&m the checkbox is automatically ticked when the project field is filled in; the consulting/training or developments in the internal type field is selected billable hours a number of used/spent hours from the agreed capped hours these hours are also displayed in the timesheets date start filled in automatically with the date of the task creation date due filled in automatically with the due date of the task handling (it is +24 hours from the start date) priority select the priority of the task business critical – system is down, and users are unable to access it no workarounds are available severity 1 – one or more key processes are unavailable or have become unfit for purpose, with no available workaround the majority of the system remains functional and usable by users severity 2 – one or more key processes are impacted, but a workaround enables users to complete the process the workaround may not be optimal and is not suitable as a long term solution severity 3 – minor issues, such as the system being unusable by a specific user (or terminal) while remaining functional for others, cosmetic issues, or minor performance issues where the system is still usable but with noticeable performance differences when a task is created, the default priority will be set to 3 if a task’s priority has been assigned incorrectly, enapps will adjust it in accordance with the definitions outlined above available task priorities vary depending on the task type for system error tasks, the full range of priorities are available for consulting tasks, the business critical priority cannot be selected, and for development tasks, neither business critical nor severity 1 priorities may be selected internal type select the type of the task a) consulting/training when you need consultation/training about specific functionality b) developments when you need to develop an additional feature or proceed with integration c) system error when you encounter an issue within the system, a bug, or any other malfunctioning please note unless covered under the enhance or enrich support packages, time spent on user errors is chargeable department select the name of the department it usually corresponds to the menu name in your system (e g , accounting/settings/sales) for more details, see departments and erp areas erp area select the area from the drop down list please note that the selection list is available only when the department field is filled in once you have filled in the field, it automatically assigns a manager to the ticket in the assigned to field the manager will receive a notification upon submission for more details, see departments and erp areas short description fill in with the description of the task for a quicker response to the issue, fill in the reference document/documents and expected result fields 5\ on the attachment tab, attach additional files/screenshots etc , if any 6 click the submit button as a result, the task gets a ticket code number, which you can use to track updates severity definitions and response times for clients subscribed to enhance or enrich support services, enapps ’ response times are as follows type definition response time business critical system is down, and users are unable to access it no workarounds are available a support specialist will provide an initial response within one working hour of the report, with updates provided every working hour severity 1 one or more key processes are unavailable or have become unfit for purpose, with no available workaround the majority of the system remains functional and usable by users a support specialist will provide an initial response within four working hours of the report, with updates provided every two working hours severity 2 one or more key processes are impacted, but a workaround enables users to complete the process the workaround may not be optimal and is not suitable as a long term solution a support specialist will provide an initial response within two working days of the report, providing an estimated resolution timeline and target completion date an update will be issued one day prior to the target completion date to confirm whether we remain on schedule or if an adjustment to the completion date is required severity 3 minor issues, such as the system being unusable by a specific user (or terminal) while remaining functional for others, cosmetic issues, or minor performance issues where the system is still usable but with noticeable performance differences a support specialist will provide an initial response within four working days of the report, providing an estimated resolution timeline and target completion date an update will be issued one day prior to the target completion date to confirm whether we remain on schedule or if an adjustment to the completion date is required erp departments and area task classifications in the intserv enapps support system , tasks should be logged under the correct department and area to ensure they are directed to the appropriate team for prompt attention here is a breakdown of each department and its areas, along with examples of enquiries to help you determine the most appropriate classification when logging a task accounting department area description accounting enquiries regarding journal entries, vat returns, or general accounting questions interco requests related to intercompany transactions, multi entity reporting, or adjustments stripe/card payments queries regarding payment processing, stripe transactions, or reconciliation of card payments crm department area description ai call requests related to ai generated call logs, transcriptions, or enhancements to call automation crm enquiries regarding general crm functionality crm app queries concerning the mobile crm application, synchronisation issues, or feature requests hubspot enquiries regarding hubspot integration, syncing of contacts, or marketing automation sharpspring requests for support with marketing automation, lead scoring, or campaign tracking ecommerce department ecommerce enquiries regarding order synchronisation between erp and the ecommerce platform, product pricing, or online store integration general department area description 2fa (two factor authentication) requests related to login authentication, resetting security settings, or access management ai enquiries concerning ai driven automation data import/export requests for data uploads, file imports/exports, or data formatting consultations data migrations enquiries about moving data from legacy systems, mapping fields, or verifying migrated records emails/office 365 requests concerning email synchronisation, office 365 access, or email template configurations erp api enquiries regarding erp integrations, api authentication, or development of api endpoints external api requests for third party api integration, connectivity checks, or webhook development front end developments enquiries regarding ui enhancements, layout customisation, or dashboard improvements general miscellaneous system related requests that do not fall under other departments intserv support / helpjuice requests related to internal service support or updates to the helpjuice knowledge base new ui enquiries regarding new ui updates, issues, or usability improvements onedrive queries regarding file synchronisation, document access permissions, or onedrive integrations parameters requests to adjust erp settings, modify system parameters, or implement new configurations products enquiries related to product data reports requests for custom report generation, and issues with reports hr department area description expenses enquiries about expenses hr requests relating to employee records, leave requests kpi enquiries regarding kpi tracking, performance metrics, or reporting enhancements support system department area description support system requests for assistance with ticketing processes, system settings, or support workflow improvements maintenance department area description fsm app enquiries about field service management application functionality, or feature enhancements maintenance module requests relating to maintenance module manufacturing department area description manufacturing enquiries concerning boms, manufacturing orders, or improvements in manufacturing workflows project department area description fsm app requests related to field service project tracking, task assignments, or mobile app improvements project invoicing enquiries about billing for projects, invoice adjustments, or enhancements projects requests regarding project management, timeline adjustments, or additional functionality wip transfer run enquiries concerning work in progress (wip) transfers, calculations, or reporting modifications purchasing department area description containers/landed costs enquiries about landed cost calculations, container tracking, or cost allocation couriers/carriers requests regarding shipment tracking, carrier setup, or integration updates mrp run enquiries concerning material requirements planning (mrp), or planning optimisation purchasing requests related to purchasing qc module (quality control) department area description qc enquiries regarding qc module rma (return merchandise authorisation) department area description rma requests regarding returns processing, rma workflows sales department area description general enquiries about sales module interco sales requests concerning intercompany sales transactions pricelists enquiries regarding pricelists settings department area description access rights requests related to user role configurations, permissions adjustments, or security settings conditional warnings enquiries about conditional warnings edi requests regarding edi email templates enquiries about customising email templates, auto replies, or formatting adjustments ftp requests for file transfers, ftp connection settings, or automation rules multi entity/interco enquiries regarding multi company workflows, intercompany synchronisation, or data access settings odbc/odata reports requests for external reporting access, database queries, or report modifications voip/3cx enquiries about voip system setup, call logging, or 3cx integrations warehouse department area description replenishment requests related to stock replenishment, automation rules, or inventory forecasting stock picking enquiries concerning stock pickings tms requests for transportation management improvements, route planning, or system enhancements warehouse general warehouse enquiries wms app requests regarding warehouse management system (wms) mobile app, scanning errors, or system updates