Service desk
We offer support to all customers as a part of their subscription. You can contact the eWizard Support team through the following channels:
Support requests are submitted as Jira service desk tickets. A ticket is assigned to a Support team member with the Agent role. The agent interacts with the end-user to resolve the issue. The ticket goes through particular stages and can be assigned to any number of agents until resolved.
The agent and the end-user can add the required people as watchers or participants to the ticket. The involved agents can add public and private comments, while end-users can add comments only publicly. All the parties can track the ticket.
Images and video assets are also linked to the approval document to track their usage in a particular module. You can find them in the `Relationships`→`Associated asset` section.
Create a request
To create a request with eWizard Service desk:
1. On the top panel of any eWizard page, click the Help button.
2. Select Service desk.
On the Service desk page, you can find the following:
Request types
My Requests
All the tickets where I am a participant
You can use the Search field to find the required request type faster.
3. Select the request type:
4. Fill in the following fields depending on the request type:
Product issue
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
Priority | Select the priority for your request—critical, high, medium, or low | No |
Due date | Set the due date to resolve the problem | No |
Description/Preconditions | Enter the required details | Yes |
Attachment | Add attachments, if any | No |
Content type | Select the required item types | Yes |
Task/Service request
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
Due date | Set the due date to resolve the problem | No |
Priority | Select the priority for your request—critical, high, medium, or low | No |
Instance URL | Enter the URL of the instance used when you encountered the problem | No |
Description | Enter the required details | No |
Attachment | Add attachments, if any | No |
Impacted user(s) | Enter the list of eWizard accounts experiencing the reported problem | No |
Requestor | Enter your name | No |
Requestor email | Enter your email | No |
Access
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
Instance | Enter the URL of the instance used when you encountered the problem | Yes |
Enter your email | Yes | |
First name | Enter your first name | Yes |
Last name | Enter your last name | Yes |
Country | Enter your country | No |
Product | Enter the product you're having problems with | Yes |
eWizard services | Select the eWizard services you're having problems with | Yes |
Available content type | Select content types available to you | Yes |
Priority | Select the priority for your request—critical, high, medium, or low | No |
Attachment | Add attachments, if any | No |
Description | Enter the required details | No |
Content deployment
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
Description | Enter the required details | No |
Priority | Select the priority for your request—critical, high, medium, or low | No |
Due date | Set the due date to resolve the problem | No |
Instance URL | Enter the URL of the instance used when you encountered the problem | No |
Impacted user(s) | Enter the list of eWizard accounts experiencing the reported problem | No |
Attachment | Add attachments, if any | No |
Instance setup
You can select the following Instance setup types:
Create
Configure
Delete
Depending on the type selected, fill in the appropriate fields.
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
Environment type | Select the required options from the list | Yes |
Instance name | Enter the URL of the instance used when you encountered the problem | Yes |
Deadline | Set the due date to resolve the problem | Yes |
eWizard services | Select the required eWizard services | Yes |
Content type | Select the required content types | Yes |
Some comments | Enter your comments, if any | No |
Attachment | Add attachments, if any | No |
Client is using identity providers | Select the required option from the list | No |
Suggest an improvement
Field | Action | Required |
Summary | Describe a problem briefly | Yes |
How things work now? | Enter the description of the existing flow | Yes |
How things should work? | Enter a suggested solution | Yes |
Related channel | Select the required options from the list | No |
Priority | Select the priority for your request—critical, high, medium, or low | No |
Due date | Set the due date to consider your suggestion | No |
Instance URL | Enter the URL of the instance used when you encountered the problem | No |
Attachment | Add attachments, if any | No |
Impacted user(s) | Enter the list of eWizard accounts experiencing the reported problem | No |
Content type | Select the required content types | Yes |
5. Click Create to submit your request.
After accepting your request, the assigned agent notifies you with the email.
View your requests
The My requests section contains the list of your requests. Click the required request to view its details.
You can also find requests in the user menu. For this:
1. Click User menu in the upper-right corner.
The number of your open requests is displayed on the profile icon and in the My requests section.
2. Select My requests/All requests.
The Requests page opens. Here you can do the following:
[1]: Filter requests by the status (any, open, or closed), by the role in the request creation (created by you, by anyone, or where you're a participant), and by the type.
[2]: Customize the filter panel with the Edit columns button.
[3]: Export the CSV file with all existing or current (filtered) requests to your device.
To go back to the Service desk page, click [4].
When the issue is resolved, the assigned agent notifies you with the email.