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 |
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 |
Incident | Report a single unplanned event causing service disruption |
Problem | Report a more spread-out series of incidents affecting multiple users |
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 |
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 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) |
Step 5 - Set a Severity Level
Severity Level applies only to the "Incident" or "Problem" request types.
For the other types of requests, they are purely indicative of the requester's deemed priority of being responded to in relation to the other requests of the same type, 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
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.
|
3 – Medium | Non-Business Critical functionality is impaired.
|
4 – Low | No significant degradation of business functionality. |
Step 6 - Populate a Description
Step 7 - Attach files (Optional)
Examples of files which need to be relevant to the investigation of an incident.
Screenshot(s)
Config packages
Data exports