The portal can be used via a standard
Internet browser. It has also been op-
timized for display on mobile devices.
■ ■ 6 – Waiting for 3rd Line. The support team
waits for feedback from a specific depart-
■ ■ 7 – Waiting for RfC. A Request for C
has been registered. The system reports
whether this has been accepted or
■ ■ 8 – Solved. The solution has been provided
by our support team.
■ ■ 9 – Closed. The ticket is closed after the
solution has been confirmed or no more
feedback has been received.
The customer is notified by email whenever
the ticket changes its status.
Service Level Agreements (SLA)
SLAs are stored in the system and will be
applied automatically when processing a
ticket. We are committed to meeting all dead-
lines and will constantly monitor and optimize
our services with this in mind.
The portal can publish messages for the user
base. It can notify clients immediately of any
major disruptions in the service and inform
them about any actions that they could or
You can use the portal for the following
■ ■ Registering new tickets with automatic so-
lutions from our knowledge base.
■ ■ Uploading files.
■ ■ Recording a reference number, e.g. from
your own ticketing system, and a priority
to match the defect type.
■ ■ Checking the ticket status and editing ac-
■ ■ Checking the expiry date, i.e. the time
stamp for the processing of the ticket as
defined by the SLA, or the expected time
to a solution.
■ ■ Full search through all tickets and our
■ ■ Accessing the entire ticket history,
including any attachments.
■ ■ Rating the service quality.
■ ■ Managing your personal profile.
■ ■ Accessing online help.
■ ■ Other special features on request.
By the end of the year, additional Wibu-Sys-
tems sites will be included in the new ticketing
Following are the key features of the new
ticketing system. For more information, please
consult our help pages via the self-service
The knowledge base is primarily a repository
of troubleshooting and installation guidelines,
although more content will be added over
time. Whenever you book a ticket via the
self-service portal, you will be given a selecti-
on of articles that fit your query. You can help
us improve our services for you by rating the
quality of the articles.
Every ticket passes through a defined process,
during which its status will change as follows:
■ ■ 0 – Registered. The ticket has been recei-
ved, and the user is sent a confirmation.
■ ■ 1 – Qualified. The ticket has been proces-
sed by the helpdesk and assigned a level
■ ■ 2 – In Progress. The ticket has been taken
over by a member of our support staff.
■ ■ 3 – Forwarded. The ticket has been
forwarded to the relevant department.
■ ■ 4 – Waiting for Customer. The ticket is put
on hold while the system waits for neces-
■ ■ 5 – Updated. The customer has changed