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  • Step 6: Closure Confirmation Mail.: GX DS IT BAM ERP GSAP AS - FSS (Application Specialist Group)

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    Anonymous xMYE0TiNBc
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    The document provides instructions for handling a ticket raised as severity 1 or 2. It states that the ticket will be analyzed as soon as possible and clarification may be requested from the user. For severity 1 and 2 tickets, the user must be available until resolution and certain information like business impact must be included if not already provided. Mandatory parties to copy include team leads, delivery managers, and application specialists. A closure confirmation email should be sent once the issue is resolved following the attached format.

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    ticket

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    The document provides instructions for handling a ticket raised as severity 1 or 2. It states that the ticket will be analyzed as soon as possible and clarification may be requested from the user. For severity 1 and 2 tickets, the user must be available until resolution and certain information like business impact must be included if not already provided. Mandatory parties to copy include team leads, delivery managers, and application specialists. A closure confirmation email should be sent once the issue is resolved following the attached format.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    5 views1 page

    Step 6: Closure Confirmation Mail.: GX DS IT BAM ERP GSAP AS - FSS (Application Specialist Group)

    Uploaded by

    Anonymous xMYE0TiNBc
    The document provides instructions for handling a ticket raised as severity 1 or 2. It states that the ticket will be analyzed as soon as possible and clarification may be requested from the user. For severity 1 and 2 tickets, the user must be available until resolution and certain information like business impact must be included if not already provided. Mandatory parties to copy include team leads, delivery managers, and application specialists. A closure confirmation email should be sent once the issue is resolved following the attached format.

    Copyright:

    Attribution Non-Commercial (BY-NC)
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    of 1

    I have been assigned to work on the ticket GIM30XXXXX raised by you.

    Please contact me for all matters related to this ticket going forward. Will analyse the issue ASAP and contact you for clarification if required. For SEV 1 & 2: Please note that the above ticket is raised as SEV 1 / 2, we may require more information for analysis and to provide the resolution. Please be available till resolution provided If Sl.No.2(Business Impact) is not available in the ticket please include the below sentence Further Business Impact not provided in the ticket, please provide same and revert at the earliest 1.OU Impacted: 2.Business Impact: 3.Status: Brief update the current status: 4.Expected time of Restoration: 5.Possible workaround: 6.Next Update: (Signature) I case of Sev1 ticket, the SLA is 4 hours i.e. it needs to be resolved within 4 hours, similarly for Sev2 ticket, the SLA is for 8 hours i.e. it needs to be resolved in 8 hours. In case of Sev1 and Sev2 tickets the following people need to be kept in CC mandatorily. i) ii) iii) Team lead and Delivery Manager Focal Point
    GX DS IT BAM ERP GSAP AS FSS (Application specialist group).

    Step 6: Closure Confirmation Mail.


    In case the issue is resolved/ the resolution is known, follow the instructions below, else see step 9 onwards.
    A closure confirmation mail needs to be sent to the user/business. The format for the same is attached herewith.

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