Ticket Types Overview
Enquiries or problems can be reported to the imc Service Desk via the ticket system. Two types of tickets are available to customers:
Incidents: You can use this ticket type to report technical problems or other problems, e.g. system failures or performance problems, potential software errors, problems when logging in or importing users or errors during uploads.
Requests: This ticket type is available for all other enquiries, e.g. questions about the configuration or operation of the software, questions about the ticket system, requests for advice and consulting, enquiries about deliveries or new functionalities, enquiries about code adjustments or suggestions for improvement.
The Service Desk Team and the Support Team in particular will then check and categorise the tickets. It may be necessary to ask questions in order to clarify the facts and the enquiry in more detail.
As soon as the enquiry (Incident or Request) has been clarified, the ticket type is adjusted and, if necessary, the priority of the ticket is set (if it is classified as defect). The following ticket types are used:
Software Defect: If it is a defect in the software that must be rectified by changing the code.
Non-Software Defect: If it is an defect that cannot be rectified by changing the software code, but by making changes to the system environment (Hosting) or by correcting the configuration of the environment.
Consulting Request: These requests are invoiced separately against the extended support budget and may be forwarded to the Consulting department.
Support Request: General support requests that do not involve troubleshooting on the part of imc are also covered by the support and maintenance contract and do not incur any additional costs.
Customisation: If there is a request or a need to customise the software, this is first assessed and implementation only takes place after a separate order for customisation.
Suggestion: Improvement requests are forwarded to imc's Product Management team, where they are evaluated, prioritised and, if necessary, followed up and implemented as part of the further development of the software.
Delivery (DESK): Deliveries for new versions (e.g., patches) are managed via this ticket type and initiated by the Support Team.