User Operations Support application
With the User Operations Support application, you can both keep track of existing tickets and create new ones.
The application is available at https://supportpreview.dataminer.services/. You can log in in the same way as for dataminer.services.
Ticket Overview page
The Ticket Overview page is the default page shown when you open the User Operations Support application. On this page, you can check existing tickets.
Several filters are available on this page:
You can use the filters in the top-left corner to only show tickets with a specific status.
With the time filter at the top, you can filter the tickets on creation time.
The check boxes right above the table allow you to show or hide specific columns. Below this, you can also select how many rows should be displayed at the same time.
If you click a ticket ID in the table, the ticket details will be displayed. These include any tasks related to the ticket.
Report Ticket page
The Report Ticket page allows you to report a new ticket:
On the Registration tab, fill in the following information:
Customer: Mandatory field. The customer matching the logged-in user is selected by default.
Project Type: This field is used to filter the projects by type. In case there is a maintenance contract project available for the logged-in user, it will be selected by default.
Project: Mandatory field. In case there is a maintenance contract project available with status In Progress, it will be selected by default.
Additional Contacts: Optional. In this field, you can add an email per line. When the ticket is created, the confirmation email will have the specified contacts in CC.
When all the necessary information is filled in, click Next in the lower right corner.
On the Ticket Details tab, fill in the following information:
Title: Mandatory field. Specify a title for the ticket.
Description: Mandatory field. Add a detailed description of the issue.
Impact: Mandatory field. Select the impact in the dropdown list. If you select Other, you will need to specify the impact details in an additional field.
This issue is affecting a Production System: Select Yes or No.
Systems:
If the system is connected to dataminer.services, select the system and the relevant DMA in the drop-down boxes.
If the system is not connected to dataminer.services, click the cloud toggle button and then specify the system details manually.
To add more systems, click the Add System button.
If you have accidentally added a system that should not be included for the ticket, you can remove it using the garbage can icon on the right.
Log Collection: Select how logs will be collected for the ticket:
Automatic (via Cloud): Select this option if logs can be collected via dataminer.services. Only select this option if at least one of the systems specified under Systems is connected to dataminer.services.
Manual: If you select this option, you will need to upload a Log Collector package. Requires the selection of at least one system.
None (not recommended)
When all the necessary information is filled in, click Next in the lower right corner.
Optionally, on the Attachments tab, upload files related to the ticket.
Click Next in the lower right corner.
The Finish tab will be displayed, which will show a summary of the ticket that will be created.
If all the information is correct, click Submit to initiate ticket creation. Otherwise, click Back, adjust the information, and click Next again until you can submit the ticket.
A progress bar will show the status of the ticket. In case the ticket contains attachments, this will also be reflected on the progress bar. Once the ticket creation is complete, the ticket details will be shown.