I’ve logged a ticket, now what?
Wait for your ticket number confirmation email.A helpdesk operator will triage the ticket by 1) verifying the classification and 2) verifying the priority and 3) assigning the ticket to an…
What should I NOT do?
Unless the severity of the issue is clearly within the above defined parameters, do not abuse the escalation process.Please do not start phoning any and all Linc consultants whom you…
What are the different ticket types?
ISSUE something is brokentypically results in a bug fixincludes investigationsUSER HANDHOLDING any user assistancemight resemble trainingincludes permission issue investigationsSYSTEM ADMINISTRATION not permission issueshostingadmin center, sandboxesazureCHANGE REQUEST feature/development requestsreporting requestssetup changespermission…
What is considered an ISSUE, and what is NOT?
An issue is any problem with the Supported Commercial Software or Supported Developed Software which is not within your organisation’s ability to resolve.EXCLUDED from this are (but not limited to)…