How to Submit a Request

Created by Steve McAvoy, Modified on Mon, 5 May at 10:36 AM by Darren Hodgson

Please utilize the following guidelines for submitting a new request to the Dynamixware Helpdesk.

Step 1 - Login or Sign Up

First, you must login with the credentials provided. If you do not have an account, please utilize the Sign Up button and go through the approval process.

Step 2 - Create New Ticket

On the header, select "New Support Ticket" to open the New Ticket Screen

Step 3 - Add Other Participants (if desired)

To share this ticket with others in your organization, you can add them as CC's on your ticket. You can add as many CC's as you require by clicking the "Add cc" link.

Once you do so, you will have a cc: field that you can add a comma separated list of email addresses:

Step 3 - Populate a Subject

The request subject should convey to the Helpdesk Agent a clear and brief understanding of what the request is about.

A Good Subject:

POS Sales Receipt Footer is incorrect in Store S0001

A Bad Subject:

"FW: RECEIPT"

Step 4 - Choose a Request Type

The request Type is used to drive which Helpdesk category and agent first reviews your request so it is incredibly important.

Type	Purpose
Support - Urgent - Incident	Report a single unplanned event causing service disruption. This is mapped to Urgent SLA.
Support - High - Incident	Report a single unplanned event causing service disruption. This is mapped to High SLA.
Support - Medium - Incident	Report a single unplanned event causing service disruption. This is mapped to Medium SLA.
Consulting - Question	Request quick info (how-to) about a simple topic or functionality. It may be changed to "Consulting Request" at the agent's sole discretion.
Consulting - Task	Request a simple task to be performed by the agent. It may be changed to a "Consulting Request" or "Change Request" at the agent's sole discretion.
Consulting - Change Request	Request a change in the functionality or business logic of the software. This activity may require requirements gathering, analysis, design, development, configuration, documentation, Q&A and deployment of new functionality for the supported software. This requires a separate "Customization Request" engagement document (CU).
Consulting - Feature Request	Request to enable a new feature or functionality in an existing or new business area. This will require a separate "Work Order" engagement document (WO).
Consulting - Advisory Request	Request advice, guidance, and recommendations to help improve specific processes or workflows and overcome challenges within LIMITED SCOPE. This may require a separate engagement work order document (WO).

Severity Level

Severity Level applies only to the "Support - X - Incident" request types.

The priority for other request types will be determined by assessment, and the SLA does not cover them.

Severity	Scope Qualification
1 – Urgent	Customer’s business has significant loss or degradation of services and requires immediate attention Production server or other mission-critical systems are down, and no workaround is immediately available. REQUIRED TO BE REPORTED TO BOTH HELPLINE AND PORTAL
2 – High	Customer’s business has moderate loss or degradation of services, but work can reasonably continue in an impaired manner. Business operations can continue in a restricted fashion, although long-term productivity will be adversely affected. A temporary workaround is available
3 – Medium	Non-Business Critical functionality is impaired. Impaired business operations of some components, but users can utilize the software.
4 – Low	No significant degradation of business functionality.

Step 5 - Populate a Description

In order for DW to consider an incident, the Customer must submit a request including all information necessary for DW to validate the incident, including but not limited to:

(i) a detailed description of the Incident

(ii) a description of the Customer’s assessment of the Incident

(iii) a description of the Customer's attempts to resolve the Incident

(iii) screenshot(s) to provide visibility of information presented to the user at the time of the Incident

Step 6 - Attach files (Optional)

Examples of files which need to be relevant to the investigation of an incident.

Screenshot(s)

Config packages

Data exports