How to create a ticket within the 3t Digital - Help Centre
Raising Issues & Requests - Help Guide
This document explains the process for raising bugs & requests for 3t Digital products, how to use the portals, what information is required and the timescales of which the issues & requests are dealt with.
3t Digital Help Centre
All tickets should be raised within the 3t Digital Help Centre which can access via this link - https://3tenergy.atlassian.net/servicedesk/customer/portals
There are three 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; 3t Digital Support & 3t Digital New Features.
If you do not have access to the below portals please contact support.digital@3tglobal.com
3t Digital Support | 3t Digital New Features & Change Request |
|---|---|
All users of 3t Digital 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 | 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 3t Digital Help Centre portal above.
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.
Please click on the Ticket Type below for more information on raising this type of ticket:
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.
Ticket Type | Definition | Who can raise? | 3t Digital Team - Responsible |
|---|---|---|---|
A user has found an error, flow or fault that is causing the system to produce an incorrect or unexpected result. | All users | Customer Excellence | |
A user has a general query regarding the system they are using | All users | Customer Excellence | |
A user wants to add in a new feature to improve the system or change the way a function works. | Authorised users only | Customer Success | |
A user wants to change the way a function within the systems currently work | Authorised users only | Customer Success |
Managing Duplicate Jira Tickets
On occasion multiple users in the same organisation will experience the same issue when using the 3t Digital products and raise individual Jira tickets.
The users may work in different departments, or divisions and therefore not be aware that another user has raised a ticket for the same issue.
In this instance, the respective duplicate tickets will be closed and linked to the original ticket, with all relevant users added as requested participants to the original ticket to ensure all participants receive the relevant notifications.
Escalation of Bugs & Support Tickets
If your ticket is not being updated or resolved in a timely manner, or if the issue reported has not been fully resolved, please add a note onto your ticket requesting that the issue is escalated to the Customer Excellence Manager for further investigation.
Escalation of New Feature & Change Request Tickets
If your ticket is not being updated or resolved in a timely manner, or if the issue reported has not been fully resolved, please add a note onto your ticket requesting that the feature is escalated to the Customer Success Manager for further investigation.