Introduction - Robobai service desk is a ticketing tool used to raise IT-related tickets for all SRLM platform issues that are out of CSO scope.
Primary Functions:
- Ticket creation for the back end fix of SLM platform
Scope: All tickets with SRLM technical issues that cannot be resolved by CSO
Maintenance: Quarterly
Owners:
Users
- Robobai Customer Support Lead
- Robobai Development and Analytics team
Instructions:
Go to https://robobai.atlassian.net/servicedesk/customer/portals, login and click SRLM support
Then click Technical support
In Technical support, you may now create your SRLM ticket. The Summary field should include the supplier’s name and issue. Then put a short but complete explanation on the description field.
Once the SRLM ticket is submitted, you have the option to add notes and change status to cancel request, escalate, or resolve this issue.
You will also receive an email confirmation of the SRLM ticket you raised.
You can view your requests once you click requests on the upper right hand corner.
In the dropdown menu, you can see your opened/closed requests.
All follow-ups should be noted on existing SRLM ticket regardless of date and agent who followed up. The ticket owner should be notified if another CSO received an enquiry from the supplier with an existing issue so the owner will be able to add a note.