Service Desk FAQ

By default, as the ticket creator (reporter), you receive notifications about new comments and relevant changes to the ticket.

You can turn these notifications on or off individually for each ticket.

When a ticket is shared with your organisation, other members of the organisation can access the ticket.

Organisation members are notified when the shared ticket is created. If you would also like to receive notifications about further updates and comments, you need to activate notifications for that particular ticket.

• Open the relevant ticket in the imc Service Desk portal.

• On the right-hand side, below the ticket status, locate the Notification setting.

• Check the current setting:

  • If Notifications on is displayed your notifications are already activated and you should receive all ticket update notifications.

    

  • If Notifications off is displayed you are currently not receiving notifications. Click it to turn notifications on.

• Open the relevant ticket in the imc Service Desk portal.

• On the right-hand side, below the ticket status, locate the Notification setting.

• Check the current setting:

  • If Notifications off is displayed your notifications are deactivated and you are receiving only the first notification, when a ticket was created by a member of your organisation.

    

  • If Notification on is displayed click on it to deactivate notifications.

When creating a ticket, you will find the Share with dropdown menu below the Attachment field.

In the imc Service Desk, an organisation is the group containing the Service Desk users belonging to your company or institution.

If you share a ticket with your organisation, other Service Desk users assigned to the same organisation can view the ticket.

If you do not share the ticket, it can only be viewed by you and the Scheer IMC teams responsible for processing it.

Yes. You can create a ticket by sending an e-mail to the designated imc Service Desk e-mail address.

When creating a ticket by e-mail:

• The Subject line of your e-mail becomes the ticket title.

• The Message body area becomes the ticket description.

• E-mail Attachments are added to the ticket.

• The ticket is automatically shared with your organisation.

You can also create tickets by sending an e-mail to the address support@im-c.atlassian.net.

Tickets created by e-mail cannot initially contain all the information available through the imc Service Desk portal.

In particular, you cannot select the appropriate Ticket type or complete additional Service Desk fields.

For this reason, tickets submitted by e-mail are initially created as a Request type. Our Scheer IMC Support team will review the ticket and adjust the ticket type if necessary.

When your request has been answered or a solution has been provided, we set the ticket status to Resolved.

If the solution is satisfactory, you can:

• select the Close ticket option in the imc Service Desk portal, or

• confirm in a ticket comment that the ticket can be closed.

If you still require assistance, simply add a comment to the ticket.

If we do not receive further feedback within 40 days, we will assume that the provided answer or solution was satisfactory and the ticket will be closed automatically.

A ticket is marked as Resolved once the fix has been delivered and made available to the customer (typically the staging/test environment). 

The timing of deployment to production is typically outside our control and therefore does not affect the ticket resolution date. 

For customers without a staging environment, fixes are delivered directly to production.

First, make sure that you are using the correct link to access the imc Service Desk: Jira Service Management.

Also make sure that you are using the same e-mail address that was registered when Service Desk access was granted to you.

If you have forgotten your password, you can reset it directly from the login page.

• Open the imc Service Desk login page.

• Select the Reset password option.

• Enter the e-mail address registered for your imc Service Desk account.

• Follow the instructions sent to that e-mail address to create a new password.

The e-mail address of an existing imc Service Desk account cannot simply be replaced.

Instead, we need to:

• remove imc Service Desk access for your old e-mail address, and

• grant imc Service Desk access to your new e-mail address.

If you have unresolved tickets associated with your previous e-mail address, we can also change the Reporter of these tickets to your new account. This allows you to continue accessing and managing the relevant open requests.

To request these changes, please create a imc Service Desk ticket and provide your old and new e-mail addresses.