What Are Tickets and How Are They Processed by itdesign?
Support requests refer to technical problems and errors encountered while using Clarity, service requests that enable or disable standard services, or questions related to Clarity and our itdesign Clarity SaaS.
- Client-nominated contacts, authorized to do so, may report support requests after the required pre-qualification and reproduction guide creation.
- We keep track of all support requests made using our helpdesk system. The ticket workflow follows the corresponding ITIL-based processes, depending on the ticket type. We document each processing step and inform the person who created the ticket by email.
- As second-level support, itdesign analyzes and documents errors, as well as creates and deploys any necessary fixes or workarounds if they are in the scope of agreed services and contracts.
- If the error is caused by the standard tool’s code, itdesign is responsible for transferring the support request to Broadcom’s third-level support and software development team.
- Our consulting service usually deals with further questions that establish new or changed Clarity business processes. Internally, we will forward these requests. The consulting department will handle these requests outside of the support process.
How Can I Create a Ticket?
Recommended: Helpdesk Online Portal
The itdesign Helpdesk Online is the recommended way to open tickets and respond to them. This guarantees that the assigned support team member receives the communication, and everything is documented. Our online portal enables you to effortlessly submit requests and post them directly to our ticketing system. You can also check the status of your requests, add information, and upload files at any time. You will receive an email notification about any kind of change. This email comprises a link to the relevant call in our Helpdesk Online Portal.
Alternative: Ticket via Email
In case you cannot log in to the support portal, you can send us your inquiries via email: ppm-support@itdesign.de. Each email is also converted into a trouble ticket, which is then used for further communication instead of replying via email.
Which Information Is Required for a Successful Support Experience?
Clarity is a complex web-based PPM system where errors can have many different causes. It is particularly important for the processing of your ticket to determine and describe these different causes as detailed as possible. To find the exact cause and a solution, itdesign reproduces all reported errors in a test environment. The more error-related information we receive from you in advance, the faster we can usually find a solution.
Clarity already offers a helpful option in the form of log files. Their analysis can provide information about the cause of many – especially known – problems without the need for reproduction. Nevertheless, it is possible that some effects only occur in certain constellations of users, procedures, or client environments.
Overview of the Most Important Questions
Environment
Which environment of Clarity is affected? Please give us the full URL in text form as well as the name (for example PROD, TEST, DEV, or TRAIN).
Error Message
Is there an error message and if so, what is it? Please provide screenshots. Make sure to include the full URL and UI of Clarity in screenshots.
Frequency of Occurence
Is the behavior reliably reproducible or is it just a one-time/sporadically occurring behavior? Provide the exact steps, including the username and click-by-click guidance.
Clarity Version
Which Clarity version is in use?
Who is Affected
Are only certain or all users, computers, users in a certain role, or users at a particular location affected? If so, please name them.
Possible Triggers
Is there a specific event (e.g., an update or similar) or date since this behavior occurs?
Browser and Instances
Does the behavior occur in different browsers and/or in other instances of Clarity available to you?
Previous Investigations
What have you already done to troubleshoot or investigate the issue? Tell us what you’ve already done so that itdesign can focus on the right areas.
Not Found What You're Looking For?
If you couldn't locate the information you need, feel free to contact us.
Our support team is ready to assist you.
