Service Desk FAQ | Scheer IMC - Customer Documentation (EN)

In this article, you will find helpful answers to frequently asked questions about the Service Desk of Scheer IMC.

Under Requesting Scheer IMC Service Desk Users you can already find information on

access to the Jira Service Desk of Scheer IMC
adding or removing access to Jira Service Desk of Scheer IMC
the login procedure

Why am I not Receiving E-mail Notifications when a Ticket is Updated?

If you Created the Ticket

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.

If Another Member of your Organisation Created the Ticket

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

However, sharing a ticket does not mean that all organisation members will automatically receive all subsequent e-mail notifications.

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.

Good to know: Ticket visibility and e-mail notifications are two different things. A ticket may be visible to you even if you are not currently receiving e-mail notifications about its updates.

How can I Activate or Deactivate Notifications?

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:
- Notifications on – You are currently receiving notifications. Click it to turn notifications off.

- Notifications off – You are currently not receiving notifications. Click it to turn notifications on.

The setting applies to your user account and the respective ticket.

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.

Please note: Sharing a ticket with your organisation gives other organisation members access to the ticket. It does not automatically subscribe them to all future e-mail notifications. They can activate notifications for the ticket individually if required.

Creating Tickets by E-mail

Can I Create a Service Desk Ticket by E-mail?

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.

What are the Limitations of Creating a Ticket by E-mail?

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.

For time-critical issues: Please use the imc Service Desk portal instead of e-mail to report an Incident, particularly in the case of a system outage or another critical service disruption.

Selecting the correct Ticket Type ensures that the appropriate support processes and notifications are triggered immediately.

Resolving and Closing Tickets

Why is my Ticket ‘Resolved’ but not yet ‘Closed’?

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

Resolved does not yet mean Closed.

The ticket remains in this status to give you the opportunity to review the answer or solution and confirm that the issue has been resolved satisfactorily.

How can I close a resolved ticket?

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.

I am unable to log in. What should I do?

First, make sure that you are using the correct link to access the imc Service Desk: https://support.im-c.com/

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.

How can I Reset my Password?

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.

If you do not receive the password reset e-mail, please also check your spam or junk folder.

Changing Your E-mail Address

My E-mail Address has Changed. Can my Existing imc Service Desk Account be Updated?

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.

Please note: Changing the reporter is particularly relevant for unresolved tickets. Historical closed tickets may remain associated with the account under which they were originally created.