Template for Requests

The ticket type Request is used for different types of inquiries (e.g., questions about configuration, questions about operating the system, advice on implementing a new scenario, desired code adjustments, questions about the next delivery, requesting new Service Desk accounts, etc.).

This ticket type is also used for all requests created by e-mail (support@im-c.atlassian.net) until the support team has classified them.

When you submit a request, our Service Desk will carefully review the details you provide and determine the best next steps.

If the issue is straightforward, the Service Desk can often resolve it directly using their existing knowledge.
However, if the problem is more complicated or requires deeper technical expertise, they may forward it to our consulting team, who specialize in more complex issues.

This process helps ensure that every request is handled by the right experts, resulting in a quicker and more effective way.

Consulting Request

(charged to your extended support budget)

This ticket type is used for questions related to the usage, setup, operation, and configuration of the software. Smaller consulting services and work orders, as well as support for technical questions, fall into this category.

Example:

I would like a design change.
I need a guideline, or a web session related to enrolment forms.
How can I configure a booking email?

Support Request

This ticket type is used for general or organisational questions, questions about a delivery, but also for all other questions that do not fit into any other category.

Example:

A contact person has changed. Can you remove the service desk rights for this person and grant access to a new contact?
The SSL-certificate for our domain will expire and needs to be renewed.
Where can I find the patch documentation?
Can you schedule a delivery to us?

Customisation

(implementation needs separate order)

This ticket type is used for customer-specific code adaptations, customer-driven standard enhancements and occasionally, even extensive configuration tasks are processed in tickets of type Customisation

Example:

I would like to implement a new change for the course approval process.

Template for Customisations

User Story

As a <USER ROLE>
I need <FOLLOWING FUNCTIONALITY>
to achieve <FOLLOWING GOAL>

Background / Scenario (What problem is it supposed to solve?)

Current situation

How would you like the system to behave?

Is the request based on an existing customisation?

Suggestion

This ticket type is used for suggestions to improve existing functions of the software or for suggestions to add new functionalities.

Example:

Suggestion for improvement to implement navigation/access to a learning path specific system message monitor, similar to courses. Or alternatively, add filters to the global system message monitor.