KEYnote 34 English - Fall 2017 - Page 7

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- ment. ■ ■ 7 – Waiting for RfC. A Request for C ­ hange has been registered. The system ­reports whether this has been accepted or rejected. ■ ■ 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. Public Messages 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 should take. Self-Service Portal You can use the portal for the following purposes: ■ ■ 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- tive tickets. ■ ■ 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 knowledge base. ■ ■ Accessing the entire ticket history, including any attachments. ■ ■ Rating the service quality. ■ ■ Managing your personal profile. ■ ■ Accessing online help. ■ ■ Other special features on request. Looking Ahead By the end of the year, additional Wibu-Sys- tems sites will be included in the new ticketing system. Knowledge Base Features Following are the key features of the new ticketing system. For more information, please consult our help pages via the self-service portal. 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. Support Process 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 of priority. ■ ■ 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- sary information. ■ ■ 5 – Updated. The customer has changed the ticket. 7