To open a new ticket please use the SOS Support Trouble Ticket Login Page
Login with the username and password that has been provided by the SOS support team.
If you need a new account please contact sales@sos-berlin.com
After logging in you will see this form:
To create a new ticket click the New Ticket button
The Ticket Fields
Type |
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To |
Here you can specify the applicable support option. Normally this is the "Standard Support". You can choose "24/7 Support" if the following three conditions are satisfied: |
- It is a bug
- The priority is "production standstill"
- You have a support contract that covers the "24/7 Support" option
If you choose "24/7 Support" and one of the conditions is not satisfied, the support team will change the support option to "Standard Support". |
Service |
Here you can specify the service or product for which you have support, e.g. JobScheduler, JADE. This list is configured on a per customer basis. |
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SLA |
If a number of Service Level Agreements are a available for a service or product then you should select the SLA that is specified in your support contract. |
Subject |
A short summary of the underlying problem or question. |
Text |
Here you describe a bug, change request or service request. Please have a look at the following page to learn what information the support team needs to solve a given ticket: |
Attachement |
Normally the support team needs log and configuration files to solve your problem. You can attach these files directy to the ticket. |
Priority |
There are three priorities:
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After you have created a ticket, the support team will be informed and send you a confirmation that the ticket has been added to the trouble ticket system.
If the support teams needs more information to solve the problem, you will be contacted by mail. These contact mails contain a link to the ticket in the trouble ticket system. To answer any questions a support team may have asked in the mail you can follow the link to the trouble ticket system or you can create an answer using your mail client. When you answer by mail then please leave the subject unchanged in order to preserve the ticket identification.
Please close tickets when you do not expect further answers or have further questions.