This document explains the process for raising bugs & requests for Transform products, how to use the portals, what information is required and the timescales of which the issues & requests are dealt with.


Portals

All tickets should be raised within the Transform Help Centre which can access via this link - https://3tenergy.atlassian.net/servicedesk/customer/portals

There are two separate portals that should be used to raise tickets, one is used for issues within the system and the other is for general support queries; Transform Support & Transform New Features.

If you do not have access to the below portals please contact support@3t-transform.com

Transform Support

All users of Transform products should have access to the support portal to raise issues to queries.

The link below should be used to access this portal:

Link: https://3tenergy.atlassian.net/servicedesk/customer/portal/2

Transform New Features

Only certain users will have access to this portal to raise data requests or request a new feature or change.

The link below should be used to access this portal:

Link: https://3tenergy.atlassian.net/servicedesk/customer/portal/9


Raising A Ticket

All tickets must be raised within the Transform Help Centre portal - https://3tenergy.atlassian.net/servicedesk/customer/portals

Please ensure they are raised within the correct portal, are against the correct ticket type and include the correct information detailed within this section of the procedure.

If tickets are not raised correctly, there may be a delay in dealing with your request or the ticket may be closed due to lack of information.

Type

Definition

Who can raise?

Bug

A user has found an error, flow or fault that is causing the system to produce an incorrect or unexpected result.

All users

Support Query

A user has a general query regarding the system they are using

All users

Data Requests

A user requires bulk data updated, imported, or exported where the system does not allow them to do so

Authorised users only

New Features

A user wants to add in a new feature to improve the system or change the way a function works.

Authorised users only

Raising a Bug

All users should have access to the support portal to raise a bug. If you do not have access, please contact support@3t-transform.com

When raising a bug, the ticket should provide enough detail so the team can follow the steps to recreate the bug in the system. It’s important to provide enough information as possible so the team can investigate it and resolve the issue.

To raise a support query, you must be in the Transform Support portal -https://3tenergy.atlassian.net/servicedesk/customer/portal/2

You must select the ‘Report a Bug’ option

You must provide the below information so you’re request can be dealt with correctly:

FIELD

DETAILS

Summary

This should be short and to the point. A very brief summary of the issue.

Description

A much more in-depth description of the issue, with as much information as the user can provide to show how they discovered the bug. Include any specific user or role the issue has occurred with. Include re-creation steps so the team can successfully re-create the bug you’ve raised. Include the results you are getting within the system and then explain what the results need to be.

Browser

The browser the issue is found on. E.g. Chrome, Edge etc

URL

A link to the page or pages the issue occurs on.

Product

Which Transform product has the issue.

Attachment

Provide attachments to support your issue. Screen shots or images of the issue are very helpful when looking at the issue.

Priority

Set the priority depending on which category the bug falls under 

Customer Support Procedure

Bug severity

The priority of the bug is determined by the severity of the issue and the impact it’s having on the client and their business. The definitions of the severities are shown below, it’s important all members of the Customer Support team are aware of these different categories so tickets can be escalated appropriately.

It is important that the severity of a bug is correct against a ticket for reporting reasons.

Severity

Description

Critical

Critical bugs should only be raised if the system is unavailable during normal operating hours. Typically, an infrastructure issue causing an unplanned interruption making the services unavailable with no work around.

Critical bugs must be raised in the Transform Support Portal using the ‘Report a Bug’ option, the priority for a critical bug must be set to ‘Highest

Once the issue has been raised as a critical bug, the reporter is advised to also contact Transform via telephone to inform them a critical bug has been raised, to provide any additional information and to ensure that Transform can address the issue as rapidly as possible.

The contact number for critical bugs is:

  • Transform HQ – +44 (0) 330 202 0668

High

Bugs should be set to a high priority if an unplanned interruption occurs that makes some functionality un-available during normal working hours but there is a work around available.

Bugs with a high priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘High’.

Medium

Bugs should be set to a medium priority if services are unavailable for a single or small percentage of users, where system functions are not working and impairing use during normal operating hours.

Bugs with a medium priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Medium’.

Low

Bugs should be set to a low priority if a cosmetic or inconvenient fault which does not impact the operating efficiency of the product or the use of the product.

Bugs with a low priority should be raised in the Transform Support portal using the ‘Report a Bug’ option, the priority should be set to ‘Low’.

Raising a Support Query

All users should have access to the support portal to raise a support query. If you do not have access, please contact support@3t-transform.com

To raise a support query, you must be in the Transform Support portal -https://3tenergy.atlassian.net/servicedesk/customer/portal/2

You must select the ‘Support Query’ option

You must provide the below information so you’re request can be dealt with correctly:

FIELD

DETAILS

Summary

This should be short and to the point. A very brief summary of the issue.

Description

Include as much information as possible so the team can understand and assist with your query.

Attachment

Provide attachments to support your query if it would be helpful.

URL

Provide a link to the exact page you are on to allow the support team to assist with your query if it would be helpful

Client

This is the company the query is being raised for

Raising a Data Request

Only authorised users will have access to the Transform New Features portal. If you would like to raise new feature, please liaise with your Account Manager or appointed person within your team/company to raise the request.

If you are an authorised person, please ensure you have collated of the details for the request & have a good understanding of the requirements before raising the ticket on behalf of the user.

To raise a data request, you must be in the Transform New Features portal -https://3tenergy.atlassian.net/servicedesk/customer/portal/9

You must select the ‘Data Request’ option

You must provide the below information so you’re request can be dealt with correctly:

FIELD

DETAILS

Summary

This should be short and to the point. A very brief summary of the issue.

Description

This should be an in-depth description of what data is required to be imported, exported, or changed. Details should include where & what the data is, date ranges and any other information specific to the request.

Attachment

E.g. screen shots of the data required to be changed or exported or an attachment of the data that is required to update the system.

Product

Which Transform product is the request for.

URL

Provide a link to support for request, e.g. the screen(s) the request is for.

Client

This the company the request is for.

Raising a New Feature Request

Only authorised users will have access to the Transform New Features portal. If you would like to raise new feature, please liaise with your Account Manager or appointed person within your team/company to raise the request.

If you are an authorised person, please ensure you have collated of the details for the request & have a good understanding of the requirements before raising the ticket on behalf of the user.

To raise a new feature request, you must be in the Transform Support portal -https://3tenergy.atlassian.net/servicedesk/customer/portal/9

You must select the 'New Feature Request’ option

You must provide the below information so you’re request can be dealt with correctly:

FIELD

DETAILS

Summary

This should be short and to the point. A very brief summary of the issue.

Description

This should be an in-depth description of what the change or addition to the system is. Details should include the system, the user type, the section of the system, how the system works now, what needs changed and how the system should work once the changes are complete. It is also helpful to explain why the change is required and the benefits.

Attachment

E.g. screenshots of the screen(s) or section you are requesting to change showing what the changes are or where improvements need to be. 

Product

Which Transform product is the request for.

URL

Provide a link to support for request, e.g. the screen(s) the request is for.

Client

This the company the request is for.


Definition of Ticket Status'

When you’ve raised a ticket, you will notice that there is status assigned to it. The status will show what stage of the process the ticket is at.

Customer Support Tickets

Status

Description

Open Issue

The ticket has been raised but there has been no action taken yet

Under Investigation

A member of the team is looking at your ticket and is carrying out an initial investigation

Awaiting Client Info

A member of the team has looked at your ticket but requires more information from the requester

Raised with Development

The support team have completed their investigation and require assistance from the development team to close your request. A development team has been raised for one of the developers to look at.

Fix in Place Awaiting Release

The development team have completed their development work and it will be in the live site on the next release

Client Sign Off

The fix has been released and the team are waiting for the requester to confirm their issue has been resolved

Closed/Resolved

The issue has been resolved and there is no further action required

New Feature Tickets

Status

Description

New Request

The ticket has been created and is waiting to be reviewed

Requirements Gathering

The ticket has passed the initial review and has been passed to BA to ensure we have all of the details required to completed the request

Scope Issued

BA has issued a scope to the requester and is waiting for them to approve or decline/change the scope of work

Ready for Estimates

If a request has fees attached, and once the scope has been approved, the request is then sent for estimates so we can produce a quote

Quote Issued

All estimates have been gathered, a quote has been produced and issued to the requester to provide payment for the development work

Development Queue

The scope has been approved, any fees have been paid and the request is now waiting to be selected for a future release

Raised with Development

The request has been selected for the next release and is with the development team

Ready for Release

The development, design work and testing is complete and the request is waiting to be pushed through into Live on the release date

Client Sign Off

The request is Live ready for the requester to review and confirm the work that has been complete meets the approved scope

Awaiting Client Info

A member of the Transform team required further information from the client so they can proceed with their request

Done

All requirements for the request has been complete and the ticket is now closed

Declined

The request has either been declined by a member of the Transform team or the requester no longer requires this

Reopen

The work that was complete did not meet the requestor requirements therefore the requester as asked for the ticket to be reopened