As part of a change in process, we are changing the way you raise requests with regards to Internal and External Simple MRM Issues/Enhancements. Everyone within Simple has been added onto Fresh Service. Once you login you will be displayed the below screen:
Knowledge Base:
As the name suggests, this will have all the Knowledge Base articles created by the Content Writing team. On clicking through you will be displayed section by section based on the module of the application selected as below:
Log a new Ticket:
This is where all new tickets should be raised whether it is IT requests, Simple MRM Internal feedback or Simple MRM External feedback. Below are the fields and dummy values that can be used as an example for raising a ticket:
- Search a requester: This can be your email address or any other user’s email address. You may also add others to the ticket in CC by clicking the Add cc button.
- What kind of request are you submitting?: It can be one of the below values based on the type of request being raised:
- Subject: Any subject that you would like to add as part of the request.
- Urgency: The Priority of the ticket being raised.
- Impact: The impact of the ticket being raised.
- Description: The description and any attachments displaying the issue for better understanding of the issue.
- Issue Type: This is the field that determines who is raising this issue. The issue can be raised by Simple Internal employees as part of a feedback by selecting Product Internal. If the issue or enhancement request comes from External resources during discovery or other sessions, the internal Solution consultant or user should select the option Product External. If the request is raised by the Simple IT team then the selection should be Simple IT.
Your Tickets:
This screen is where all tickets raised and the status of the tickets will be displayed.