wiki:how_to_use_support_system

Logging In

The first step to using the system is to login by clicking the Login link at the top right of the screen. If you cannot login, you can still post a ticket, but you must indicate your email address on the ticket so that you will be notified when we respond.

IMPORTANT: once you login, be sure to click the Preferences link and enter your email address. You only have to do this once. Then - when a change is made to the ticket, you will get notified by email of that change.

Creating new ticket

To create a new ticket, click the New Ticket link at the top right of the page.

You will need to enter a short summary and a full description of the issue that you would like to raise with us. In addition, there are a few optional fields that you can use. They are:

Type
indicate what type of ticket you are entering. Your choices are:
  • Bug/Something is broken - this type of ticket is the most common. If you are trying to do something and you are not getting the expected results, select this type. Please be sure to include the steps you are taking to produce the problem, what you expect to happen, and what is actually happening (including the full error message if any).
  • Question/How do I? - If you are trying to figure out how to do something (and you have already searched this site and can't find the answer) - post a ticket of this type.
  • Feature/Enhancement Request - you may encounter a feature that you wish we had. Nothing's broken and you are fairly sure our servers don't include this feature - so place a request by indicating this type of ticket
  • Project/Need to hire someone - our technical support only goes as far as ensuring that our shared services are working and you are able to properly interact with them. If you need help developing a web site, designing a database or another aspect of Internet work that you would like to hire someone to do - feel free to post the request tagged with this ticket type. We can't guarantee that we can find someone to do the work, but posting a full description here will make it a lot easier to recruit a technologist for the job.
  • Task/To Do item - this ticket type is used internally by May First/People Link staff to assign jobs
  • New membership request - if you are not yet a member but would like to be, you can sign up by submitting a ticket request. Be sure to include your full name, the name of your organization, the billing email address, whether you are an individual ($100/year) or an organization ($200/year) and the domain name you would like to use.
Priority
we consider most member requests to be urgent - meaning we will address is within 2 - 4 hours during regular business hours and typically within 12 hours during off hours. Feel free to set the priority as you see fit. We may change the priority either up or down depending on our assessment of the issue
Component
at the moment, we only have Tech, Outreach, and Membership/Dues - depending on the nature of the ticket.
Keywords
feel free to add key words better describing your issue. Separate multiple key words with a space. By adding key words, you will make it easier for others facing the same issue to find your ticket and see the discussion and resolution of it. If you want to keep track of all tickets for your web site, feel free to add your domain name in the keywords field.
CC
if you would like someone besides yourself to receive updates on the ticket, enter their email address in the cc field. Alternatively, you can use a login name (e.g. https://id.mayfirst.org/jamie) - however, the person who owns that login must have their preferences properly configured with their email address for them to be notified.
Assign to
this field is used internally to assign a ticket to a staff person or volunteer. However, if you know who you want to assign the ticket ticket to, you can enter their email address or login name.

Editing a ticket

Once you post a ticket description or a comment, you cannot edit that description or comment. You can, however, post corrections as comments and you can change the status, assignment, keywords and every other attributes of the ticket.

If you do not see a comment form or you are not able to edit the attributes of the ticket - ensure that you are logged in. Only logged in users are allowed to edit tickets.

Finding a ticket

If you login before posting a ticket - you will be able to easily see a list of tickets that you have posted by clicking on the view tickets link.

Alternatively, you can conduct a search by any field in the system using the same query form. For example, here's a list of all open tickets with mayfirst.org in the keywords field.

Closing a ticket

If logged in, you have the ability to change the ticket status to fixed. Please use this ability! If you believe the ticket has been resolved, please close it by changing the status to fixed.

More than a ticket system

This site is more than a ticket tracking system. It is also a wiki - which is a web site that you can edit yourself! You can use the search box above to search for issues that you would like help on or are curious about. You can also visit our overview page to see an overview of how the wiki pages are organized. Wherever you go - if you see a way to improve the page, click on the link to edit.

Last modified 6 years ago Last modified on Apr 10, 2013, 7:29:17 PM