Support and ticketing

Last modified by Equipe Opération on 12 - 11 - 2018

Ticketing acess

Ticket management is available after finalizing the initial setup. It is the In-Service Support part of your Disaster Recovery Plan.

Accessing the Nuabee DR Dashboard, depending on your access credentials, you have access to the ticketing menu.

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Listing tickets

From this view, you can see all the tickets affected to you and the perimeter of your Disaster Recovery.

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Tickets can be of the following states 1538659559918-873.png

  • Open
  • Processing (Nuabee is working on a fix and pondering solutions)
  • Solved (might be re-opened if the customers has feedback)
  • Closed (Customer accepted the solution given)
  • Waiting for customer action (The customer has a modification / action to realize on it's infrastructure)

Ticket Creation

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During the creation of a ticket, you'll be asked to choose a category :gestion-tickets_2.png

  • Anomaly : In case the backup is not running properly
  • Question : For a technical question revolving around implementation related topic
  • Sales : If you need to ask about licences, consummed storage, billing...
  • Security : toute point autour de la SSI
  • Evolution : toute suggestion pour une évolution d'un des composants de la solution Nuabee
  • Reporting : il s'agit d'une catégorie correspondant à un rapport de PRA (accessible via le menu Test de PRA

Ticketing dashboard

From this page, you'll have access to a synthesis of your tickets.

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Created by Equipe Opération on 11 - 09 - 2018
Translated into en by Equipe Opération on 12 - 11 - 2018
 
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