OEMs do not have access to the portal like our customers do. Requests are sent by email via the OEM support ticket system. (Kijiji is an exception.)
To create a ticket, follow these steps.
1- Log in to JIRA
2- Click on “Create” in the menu at the top of the page
A window will appear and you must then fill in the following required fields:
1- Project - Click on the drop-down menu and select “Support (SUPPORT)” - You can also type it into the menu if it does not appear in the default choices.
2- Issue Type - Click on the drop-down menu to choose which type of request applies to the ticket you are creating.
**To choose the right one and understand the role of the different types, click here.
3- Select the Support Product that will be discussed in the ticket you are opening. Click the drop-down menu to select the applicable one.
4- Your product may have a secondary product. To confirm, click on the drop-down menu located just to the right of the first one. Select the applicable secondary product, if necessary.
**You must select a secondary product if one is offered.
5- Is this request the basis for an appeal? - Click the drop-down menu to select yes or no.
6- Request summary - This corresponds to the ticket title.
Enter a clear, concise, and sufficiently descriptive title so that the subject is clear when quickly scanning the ticket summary view.
**Often, if the request comes from an email, the title of the email received can be used as the title.
7- Description - Enter a clear, descriptive description and include as much relevant information as possible. Thorough ticket documentation may also include web links, screenshots, etc.
8- Related ticket - This is not a required field. If you need to link this new ticket to an existing one, this is where you do it.
Here is the procedure to follow in this case: https://help.sm360.ca/fr/articles/8652579-comment-lier-un-billet-a-un-billet-escalade?reload
9- Reporter - This will be your default name.
10- Assigned - This field designates the user to whom your ticket will be assigned. Normally, you will have to assign it to yourself. To do this quickly, click on the “assign to me” link in the right margin.
11- Reporter's email - Copy the email address of the person who reported the case to your ticket.
12- Clients / Groupe - Entrez le nom du partenaire et du groupe concernés par votre ticket.
IMPORTANT !
Si le cas signalé ne concerne qu'un seul client 360, le client concerné et son groupe sont ajoutés, ainsi que les informations OEM. Voici un exemple :
Si le cas concerné implique deux clients ou plus, seuls le client et le groupe liés à l'OEM sont ajoutés.
13- Insight - Cela ne s'applique qu'à Kijiji. Il suffit de trouver « Kijiji » dans le menu déroulant pour chacun, comme ceci :
14- Complete the creation process by clicking “Create” at the bottom of the window
15- When replying to the OEM's email, ensure your response includes the ticket number you created.
IMPORTANT:
If the support case involves a VIP customer, you must do two things:
1- Notify the VIP PSA of this ticket BEFORE escalating the ticket.
2- Include the VIP support email address (ex: dilawri@360.agency) in your reply to the OEM to give them visibility into the case. Despite this visibility, they should not be involved in the resolution process under any circumstances.