02 - WI 2015 Tickethandling - SC Agent

WORKING INSTRUCTION
TICKET HANDLING (INCIDENT, PROBLEM) – SC AGENT
SUPPORT CENTER
Status 14/03/2017
Document History
Document History
Version Status 1 Name Comment Date
0.1 WIP Christian Marzian Creation 15/07/2015
0.2 WIP Christian Marzian Review comments from A. Huber and S. 07/08/2015
1
Status: Übler included
• WIP (Work In Progress) 0.3 WIP Christian Marzian “Suspend“ functionality updated - HOTFIX 31/08/2015
• Ready for Review (RR) 2.0.4.
• Approved 0.4 WIP Christian Marzian New: 07/10/2015
• Final - Table of Contents
- Description of UWPF-specific Problem
Management
0.5 WIP Christian Marzian New ticket view: “SC My To Do List“ 09/11/2015
0.6 WIP Christian Marzian Change: Process for creating problem 02/03/2016
tickets. There is no Problem Manager role
any longer.
0.7 WIP Bernhard Escherle New link for GDWH defects 02/06/2016
0.8 WIP Bernhard Escherle Entry in field „Iteration“ for GDWH defects 07/06/2016
0.9 WIP Christian Marzian VSTS-related changes 28/11/2016
1.0 WIP Bernhard Escherle VSTS assignee for GDWH Defects adjusted 02/02/2017
1.1 WIP Christian Marzian New slide #46 describing SC agent actions 14/03/2017
in case of TRAX-related I3S emails
Document Approval
Version Name Function Acceptance Decision Date
02_WI 2015 Ticket handling – SC agent Status 14/03/2017 2

Table of Contents
1. Introduction
View Ticket ListI3S V2 Link and User Interface
Incident Statuses
Support Levels
2. Working on Incidents
Start Working
Additional Categories
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases
3. Working on Problems
Create Defect
Create Problem Ticket

Ticket Handling – SC Agent
Content
1. Introduction

Introduction - View Ticket List
To list the tickets (incidents and problem tickets) assigned to you, go to Incident Management  Incident Queue,
select the queue To Do and one of the following views:
- My To Do List to show incidents and problems having Work in Progress status.
- SC My To Do List to show incidents and problems having Work in Progress and Suspended status.
Click on the ticket ID to open a ticket. Refer to next slides for further steps.

Introduction – I3S V2 Link and User Interface
I3S V2 (PROD version):

Alias: i3s
Link: http://i3s.munich.munichre.com
I3S V1 (read-only mode):

Alias: i3sv1
Link: http://I3SV1.munich.munichre.com
I3S V2 user interface:
This working instruction does not describe the user interface of I3S V2, e.g. incident screen components.
For a detailed introduction into I3S V2, please refer to eTask.

Introduction – Incident Statuses
Support Center Perspective
Work in
Assigned Start work Resolve Resolved
Progress
Ac rk Su
ce
wo sp ve
pt t en sol
ar d Re
St
Work in
Accepted Suspended Unsuspend
Progress
Status of incident Description (SC perspective)

Assigned Incident has been assigned to SC group; nobody is working on the case.
Accepted Incident has been accepted for SC group; nobody is working on the case.
Note: ‘Accepted‘ status is not needed by SC, and should not be used. It only stops the SLA acceptance time.
As no agent is assigned, no action can be performed. This is only possible with the ‘Work in Progress‘ status.
Work in Progress Responsible SC agent is working on the incident.
Suspended Incident is pending due to various reasons. Examples:

- Responsible SC agent is waiting for response of user or expert.
- Incident needs to be taken over by another SC sub-group.
Resolved Incident has been resolved by SC agent, and can be closed by Service Desk.
Closed Incident has been closed by Service Desk.

Introduction – Support Levels
Meaning in I3S
Following support levels are used in I3S dialogs, e.g. in the select list of the Assign dialog:
Support level Meaning in I3S

1 Service Desk – 1st level support.
2 Service Desk – extended 1st level support.
3 Service Desk – 2nd level support.
4 2nd level support, e.g. Support Center.
5 3rd level support.
6 System operation support.
9 Business support.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Start Working
After selecting an incident from My To Do List or SC My To Do List, you can start working with it.
After an incident has been dispatched to you,

it has the status Work in Progress.
Important note: Please do not enable

(check) the COD Relevant option! It is
only relevant for critical Master Incidents.
The Journal Updates field shows the incident
description provided by the Service Desk
agent. You can now start with the incident
analysis.
Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Additional Categories I
Procedure
Every incident has to be classified using one or more additional categories. The SC-related categories:
- Represent the incident cause. Example: SC: Handling.
- Serve for statistical analysis of contractual service quality indicators. Example: SC: Delayed Routing.
1. Go to User Details and Categorization

section of the incident.
2. Enter the string SC:

3. Click on the Fill Field icon, and select the relevant
in the entry field.
SC-related additional category from the list.
Refer to next slides for a list of SC-related categories and the description of their purpose.
Working on Incidents – Additional Categories II
Incident cause
F SC: SC: Business SC: SC: Defect SC: SC: Infra- SC: Interface/ SC: EMEA: Resolved forwarded SC: Request SC:
Authori- Knowledge Conversion Handling structure Batch SC: APAC: Resolved forwarded for Problem Defect-
zation SC: AMERICA: Resolved Service
forwarded
Problem Tickets Used for Tickets Used for No usage No usage Problems No usage Taken from the Taken from
Tickets related to business related to defects or related to related incident the related
logon process migration change interfaces or ticket incident
problems, change problems requests batch jobs  OBSOLETE ticket
PW resets (CR) AND NOT TO
BE USED!

Incident Tickets Tickets related Tickets Tickets Tickets Tickets related Tickets related If you have finished your If an incident See next
Tickets related to to problems related to related to related to to software or to interfaces or investigations, and you come to comes back slides
logon with the migration an existing problems data problems batch jobs the conclusion that the issue must from 3rd level
problems, system that problems defect or a caused by that are no be fixed by another expert group. with a request
PW resets are caused by possible wrong or defects, e.g. to create a
missing defect unknown performance, Examples: problem /
reinsurance usage of network, user defect.
know-how, application client problems • You are not allowed to do the  OBSOLETE
questions functionality change, e.g. code change/ AND NOT TO
about business business process change. BE USED!
concepts or
requests for • You found an error/verified an
business error, and passed the incident to
explanations the expert group to continue your
work.
Do not set this code if you

do not have the knowledge to
work on this ticket (no knowledge
to solve), and you have to forward
the ticket to an expert group.

Working on Incidents – Additional Categories III
Service quality
Causes SC: not SC: Delayed Routing SC: Test Access SC: Project Support AM: SD: Service Improve Opportunity
vs. responsible SC: Mail Attachment Used by SC MRAM Used by SC MRAM only Used by SC MRAM only
Utilization SC: Product Error only
SC: Routing Error
SC: Ticket Content
Problem No usage No usage No usage No usage No usage
Tickets

Incident Tickets for which Categorization of Tickets related to Tickets related to special Use in following cases:
Tickets Support Center is not quality issues caused non-production project support (i.e.  You needed to correct the product
responsible, e.g. wrong by Helpdesk: access submitted via SAPPHIRE) where Support assignment.
routings, pass through IAM, resetting non- Center is providing
tickets by definition, SC: Delayed Routing production password. assistance to rollout.  Ticket was incorrectly assigned to
wrong product. Not routed in good time another group before it came to SC.
by HD. Used by SC MRAM only.
Special case: Ticket  You noticed some other incorrect
was wrongly assigned SC: Mail Attachment ticket handling.
to SC EMEA. But it has Ticket does not contain
to be processed by SC the original mail from Should be used in conjunction with the
APAC. In such a case, user. following SC-related categories (if
SC EMEA sets „SC: not applicable):
responsible“ and SC: Product Error
assigns the ticket to SC Wrong product was - SC: Delayed Routing
C. selected by HD. - SC: Mail Attachment
- SC: Product Error
SC: Routing Error - SC: Routing Error
Ticket was routed - SC: Ticket Content
incorrectly by HD.
SC: Ticket Content

Incident description is
not detailed enough, or
content (e.g. book-
mark) is missing.

Working on Incidents – Additional Categories IV
Usage of “Defect-Service”
Additional Category
“Defect-Service”
Use it Don’t use it
• If a defect has already been created in • If you analyzed the issue and detected the
VSTS and no analysis by Support Center defect
was necessary (only problem ticket has to
be created) • If the defect was requested in the incident
but not all necessary details needed for the
• If all details are given in the incident and defect creation were given
you only have to copy it to VSTS without
performing an analysis (e.g. in case a • If all the information was given in German
developer requests a defect) in the incident, and you have to translate
more than one page to create the defect

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Change of Priority I
Procedure
For every incident, the system calculates a priority on the basis of the impact and urgency set by the
Service Desk.
Go to User Details and Categorization

section of the incident.
Number of users
affected by the
incident.
Issue importance from the user’s Priority is calculated by the system on the
perspective. basis of impact and urgency.
If required, the SC agent can change the impact and urgency. (Refer to the next two slides for
details.) The priority will then be recalculated by the system.
Working on Incidents – Change of Priority II
Prerequisites
Change of impact
and/or urgency by
SC agent
Downgrade Upgrade
Tickets with basic issues Tickets with complex issues
• Decision of SC agent • SC agent has to contact: • Decision of SC agent

- 3rd level
• Reasons for downgrading • SC agent has to upgrade
- or product responsible
have to be documented in impact and/or urgency if
- or SC service manager
the ticket multiple users are affected
• If downgrading is confirmed,
• Reasons for upgrading have
change impact and/or
to be documented in the
urgency, and document the
ticket
reasons in the ticket

Working on Incidents – Change of Priority III
Decision Matrix
Severity Level - common decision base for service units:

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Information Updates I
Update journal
At every point in time, it has to be clear: Each activity performed by the SC agent
needs to be documented in the Update field
• What is the status of the ticket?
of the main incident section. Examples:
• Which activities were done? - Current status and activity descriptions.
• What are the next steps planned? - Reasons for assigning the incident to
another group.
- Resolution description, e.g. resolution
steps, defect ID, workaround.
For each activity, select an update type, e.g.:

- Update
- Status change
- Resolution
After saving, your comments can be found in the Journal

Updates field.
Note: The journal provides all comments made by
support agents. You access the comments in read-only
mode.

Working on Incidents – Information Updates II
Foreign update, Activities section
The Foreign Update button is highlighted in red if the

Service Desk opened a new interaction for this
incident.
Reasons can be:
- status request
- amend (additional details)
- incident cancellation
In contrast to the journal, the Activities section

shows all changes made to the incident, e.g. journal
updates, status changes, alerts sent to assignee.

Working on Incidents – Information Updates III
Search for KNOVA solutions
Always use the buttons Product Search and/or Subject Search to search for an existing KNOVA
document (KD), even if you know the solution already!
Searches for KNOVA documents

about the affected element.
Searches for KNOVA documents

about the subject of the incident
If a solution could be found, always link the used KD to the incident.

For a detailed description, see 18_WI_Knowledge Management (slides 15 to 20).

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – User Information
Advise user of solution Further details needed

User was informed about User could not be reached User could not be reached for
the solution and agreed on it to inform him about the solution further details of his problem
 Send the solution to the user by e-mail  Document the e-mail in the journal, or add it
 Enable (check) the User Informed by and document it in the incident, or add the as attachment.
2nd Level field in the main incident section. e-mail as attachment.  Add “User Call-back” to the journal, set
 Update the journal: “User informed about suspend code Waiting for user response
the solution by e-mail. Waiting for and expiration date <+48h>.
confirmation”. If user does not respond within 48 hours:
 Set suspend code Waiting for user  Send again an e-mail indicating that the
response and expiration date <+24h>. incident be closed after 24 h if we don’t
get feedback.
If user does not respond within 24 hours:  Document this in the journal, and update the
expiration date.
 Add “User informed” (as information for
the helpdesk) to the journal. If there is still no user feedback after 24 hours:
 Resolve the incident.  Update the journal: “Please close incident --
no feedback from user”
Service Desk will contact the user to get a
confirmation for the solution.  Resolve the incident.
Do not resolve the incident if you get the
information that the user is on vacation, sick, etc.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Suspend Incident
An incident needs to be set to the Suspended status if you are currently not working on
the case, for example, because you are waiting for response of a user or expert.
2. Select an adequate suspend code from

the list, e.g. Waiting for user response.
3. Click here to open the calendar 4. Finally click on the

1. Incident status is Work in Progress.
and select the expiration date. Suspend button.
7. With Unsuspend, you or any other SC

agent can continue working on the
incident.
6. The Assignee field contains Automatic unsuspend reassigns the ticket
5. Incident status is Suspended.
your name. to the agent who has suspended it.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Add Attachment
1. To assign an attachment to the incident, go to the

Attachments section, and click on the Add Files… button.
2. After uploading the attachment, click on it

to test if the file can be opened.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Forward Incident I
Update journal
Proceed as follows if the incident needs to be forwarded to another support unit, e.g. 3 rd
level, business unit, system operation unit.
1. In the Update field, enter the details/request

for the target support unit.
2. Click on Assign.

Working on Incidents – Forward Incident II
Alternative 1: Select support level + assignment group
3. Select the Assign option. 4. Select the adequate entry from this list.
The selection entry is generated by the
Note: Please do not use the
Service Resolve option when system, and provides the support level + Note: This selection is not possible for
forwarding an incident to assignment group name. all applications, or the portfolio name is
not plausible. In such a case, proceed
another group. Refer to slide 7 for a list of support levels. as described on next slide.
5. The assignment
group and portfolio are
preset by the system.
6. To classify the incident for reporting purposes, you

need to set one or more SC-related additional categories.
Please always set the category SC: hub: Resolved
forwarded when forwarding an incident to another group.
If a category initially set is incorrect, first delete it by
clicking on the x icon. Afterwards enter the string SC:,
and select the adequate category from the list. Repeat 7. Click on Finish.
the action if you need to add further categories.

Working on Incidents – Forward Incident III
Alternative 2: Select assignment group
3. Select the Assign option.

4. In the Assignment
Note: Please do not use the Service Resolve option Group field, enter the
when forwarding an incident to another group. group name or a part of
the name.
5. Click on the Fill Field

icon, and select the target
group from the list, e.g.
emea_mrm_ad_uwpf_im
.
Following applies for some applications:

After selecting the target group, you are
prompted to select a portfolio from a list.
Please choose the most plausible
6. To classify the incident for reporting purposes, you portfolio.
Please always set the category SC: hub: Resolved
forwarded when forwarding an incident to another group.
If a category initially set is incorrect, first delete it by
clicking on the x icon. Afterwards enter the string SC:,
and select the adequate category from the list. Repeat 7. Click on Finish.
the action if you need to add further categories.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Resolve Incident I
1. In the Update field, enter a description of

the resolution, and ask to close the incident.
2. If you have informed the user about the

solution, e.g. by e-mail or phone, enable (check)
the User Informed by 2nd Level option. 3. Click on Assign.
If this option is not checked, Service Desk has to
verify the solution with the user.

Working on Incidents – Resolve Incident II
4. Select the Resolve option. 5. Your assignment group and portfolio are
preset by the system.
6. To classify the incident for reporting purposes, you

7. Click on Finish.
Check the existing categories. If one of them is incorrect,
As a result, the incident status is changed
first delete it by clicking on the x icon.
to Resolved. The final status Closed is
Afterwards enter the string SC:, and select the adequate set by the Service Desk.
category from the list. Repeat the action if you need to
add further categories.
Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Working on Incidents – Master Incident I
Overview – General MI Process
Source: eTask.
Working on Incidents – Master Incident II
Check if MI exists
If you receive several incidents reporting the same issue, you have to request a Master Incident
(see next slides), or link the incidents to an existing Master Incident.
First of all, check whether a Master Incident already exists. If yes, link the incident to the Master
Incident, insert the text “Issue is analyzed in the MI” in the journal of the incident, and resolve it.
The SC dispatcher views show true

in the Master Incident column in
case the ticket is an MI.
If an MI exists for an affected element,

the label Affected Element turns red
in all incidents with this element.
However, this function does not work
correctly in I3S V2.
The main section of an MI shows the

red Master Incident flag.
Important note: The flag can only be set
by the Service Desk when escalating an
interaction to an incident.
SC is not able to set or remove the flag.
Working on Incidents – Master Incident III
Request an MI
Request MI with/without BI
Request a Master Incident

If a Master Incident has not already been created, you have to request it. There are 3 possible ways:
Contact EQM via Document the need of MI in the

Contact EQM via
Email (EDV.EQM incident and send it back to Service
Phone: 2525
(Pool) – Munich) Desk
Provide for EQM / SD:

Message text and the kind of the restriction (e.g. Service not available / partially available)
Or
No BI message needed due to <..reason..>
NOTE: If no message text is provided, SD will take the subject of the MI as BI text in case of SC responsible products like FS-RI

Working on Incidents – Master Incident IV
Request a BI message
Every Master Incident triggers a Best

Request BI Informed message with ticket subject as
text if no other message is given.
By Mail By Ticket
Document the need of MI & BI

(or no BI) in the incident and send it back
to Service Desk
Links on SC Navigation Page to announce a Best Informed message
via mail template.
BI Message needed for MI

Always deliver a Message text and the kind of the restriction (e.g. Service not available / partially available)
NOTE: If no message text is provided, SD will take the subject of the MI as BI text for SC responsible products like FS-
RI
No BI message needed for MI

inform EQM / Service Desk that a Best Informed message is currently not necessary due to any reasons. Use
message text: no BI message needed due to <.. Give reason..> ) in case of e.g. Message/Incident text is
unclear etc. .

Working on Incidents – Master Incident V
Mark critical MI as COD-relevant
Master Incident is opened by Service Desk and assigned to Support Center.

Normal case: SC comments and assigns the MI to the unit responsible for resolving the issue.
Special case: If the MI reports a general outage of a critical application (FS-RI, GDWH,
UWPF), SC marks the MI as COD-relevant.
Important note: Before setting the COD flag, consult the COD-related working instruction
for a detailed description of the COD process.
In case of a general outage of a

critical application (FS-RI, GDWH,
UWPF), the SC agent sets the COD
Relevant flag.
Inform the stakeholders about the MI

and the outage. You can find mail
templates on the SC Navigation Page.

Working on Incidents – Master Incident VI
Resolve Master Incident
If you receive the Master Incident back (e.g. for verifying the resolution), proceed as follows in
order to resolve the MI:
1. Click on Assign.
2. Click on Back to opener Group. 3. Click on Finish.

The MI creator group (e.g. Service Desk) is The Service Desk will then send an all-clear
displayed in the Assignment Group field. Best Informed, resolve the MI, and close the
interaction(s).

Working on Incidents – Master Incident VII
Special agreements
– Master Incidents for FAB always have to be opened with impact “Multiple Users” and
urgency “Critical” to make sure that it is immediately processed by the responsible unit.
– If an MI for a global issue is already opened by SC APAC or SC AMERICA, an additional MI

has to be opened for SC EMEA. This ensures that Best Informed messages can be
cancelled after the MI has been resolved.

Content
1. Introduction
Start Working
Change of Priority
Information Updates
User Information
Suspend Incident
Add Attachment
Forward Incident
Resolve Incident
Master Incident
Special Cases

Special Case: SWIFT Connection Interruption
In case of a connection interruption between TRAX/TSG and SWIFT, the I3S system generates
three emails. Example:
As the issue must be treated as a matter of urgency, the dispatcher will ask an SC agent to
immediately re-establish the SWIFT connection – even if the corresponding ticket is not yet
available.
To re-establish the SWIFT connection, a restart of the TSG-internal services is required. Refer to
Knova solution #44157 for a detailed description of the tasks to be performed.
Important: Please handle the issue as a high-priority incident!
The corresponding ticket will be requested by the dispatcher, and assigned to you as soon as it
is available.

Working on Cases for Product Web Telligent
Enterprise (Business Network)
Working instruction for pilot phase:

http://collab.munich.munichre.com/sites/S0000278/Team/Team%20Documentati
on/00%20Transition/2014/03%20Transition%20Business%20Network%202014/0
1%20V1.1%20Support%20Prozess%20Business%20Platform%20-PILOT.ppt

Content
1. Introduction
Create Defect

Working on Problems – Create Defect I
Overview
If you detect a defect in the system while analyzing an incident, or you receive an incident back
from the 3rd level unit in which a defect / bug and a problem ticket are requested, proceed as
follows:
1. First check in VSTS if a defect (called “bug” in VSTS) has already been created for the
issue in question:
 If yes, create a new problem ticket for the defect. Refer to slide
“Working on Problems – Request Problem Ticket” for details.
 If not, create a new defect in VSTS. See next slides for details.
2. Add additional category SC: Defect to the incident.
3. Add the ID of the defect (= VSTS bug ID) to the incident.
4. Create a problem ticket for the defect.
If a non-productive system is affected, you just need to create a defect in VSTS, inform
the user about the defect ID, and close the incident (no problem ticket required).

Working on Problems – Create Defect II
Defect priority and severity
o Priority of defects: Support Center usually keeps the default priority “2”.
o Severity of defects: Support Center only uses “High” or “Medium”.
o Criteria for using severity “High”:

 Error comes from the production system
 Production system (e.g. A51 or A71) is not available, or the FS-RI overnight batch sequence is
affected
 System generates wrong data (expected cleanup effort in days, if the problem is not classified as
”High”)
 Calculating and controlling data fields are affected
 A large number of treaties, losses, accounts are affected
 Is there a "special business action" affected by this defect and is this "special action" classified as
high ( if necessary demand plannings)
 In case of Reports: Is this report used daily, weekly or monthly
 Cost-value ratio: (less effort but big benefit for the end user)
If more than one of these criteria are fulfilled, the severity of the defect should be classified as
“High”. Otherwise use severity “Medium”.

Working on Problems – Create Defect III
Accessing VSTS
Defects have to be created in the application VSTS (Visual Studio Team Services):
• Defects are called “bugs“ in VSTS.
• All Support Center hubs (SC EMEA, SC Americas and SC APAC) create defects in the VSTS collection
with the name mrprojects-emea.
• Link to mrprojects-emea start page: https://mrprojects-emea.visualstudio.com/
• To select a project, click on mrprojects-emea on the top left side of the start page, and choose
the Browse all option:
• All VSTS projects enable you to create a defect (= bug) as follows:

Hover the mouse over the Work tab and choose the Bug option.

Working on Problems – Create Defect IV
Example FS-RI / GDWH: General info and “Details“ tab
VSTS link for creating FS-RI and GDWH defects: https://mrprojects-emea.visualstudio.com/RIADMIN/
Mandatory fields: Entries required

Facultative fields: Enter values if applicable
General info
Title Short defect description
Assigned to Click on Unassigned, and
enter name of assignee:
- Wetzel Andreas (FS-RI)
- Jörg Sievers (GDWH)
Tags Click on Add tag, and enter or select
Production
Area Select product-related path:
- RIADMIN\Product\Production Defects (FS-RI)
- RIADMIN\Product\GDWH (GDWH)
Iteration Mandatory path:
RIADMIN\RI_ADMIN
Delete remaining path
elements
“Details“ tab
Repro Steps Defect description, how to
reproduce, example
System Info Enter A51 (FS-RI)
or A71 (GDWH)
Severity Select Medium or High

Working on Problems – Create Defect V
Example FS-RI / GDWH: Other tabs

“ChaRM“ tab
I3S Id Enter ticket Ids (incident,
problem)
Submitted By Defect originator (not SC
agent)
“Links“ tab
Associate VSTS bug with:
- Related VSTS bug(s)
- Related VSTS feature(s)
“Attachments“ tab
Add emails, screenshots,
Excel files

Working on Problems – Create Defect VI
Special requirements for new UWPF defects
Please consider the following when creating a new defect for FAB or UWPF Treaty:
• The new defect needs to be assigned to the responsible requirements lead:

- FAB: Niedermayr, Christoph
- UWPF Treaty: Zimmermann, Dr. Stephan
Last update: 28.11.2016.
• Proceed as follows in the Repro Steps section of the Details tab:
• At the beginning of the Repro Steps section:
• Add the I3S IDs of the related incident(s) and problem ticket.
• Add the name and ID of the user who reported the issue, i.e. the user who raised the
incident. Please do not enter your name in the Submitted By field.
• Describe all relevant aspects of the issue. Important: As DEV does not have access to I3S,
the VSTS bug should provide the issue description and screenshots from the user as well as
your analysis results. Please do not just refer to details only contained in the incident.
• At the end of the Repro Steps section, add the SC pool mailbox address as contact for
enquiries.

Working on Problems – Create Defect VII
Example UWPF (FAB / Treaty): General info and “Details“ tab
VSTS link for creating FAB and Treaty defects: https://mrprojects-emea.visualstudio.com/UWPF_v1

/
General info
Title Short defect description
Assigned to Click on Unassigned, and
enter name of assignee:
- Niedermayr Christoph (FAB)
- Zimmermann Dr. Stephan (Treaty)
Tags Click on Add tag, and enter or select
Production
Area Select product-related path:
- UWPF_v1\FAB\Bugs (FAB)
- UWPF_v1\Treaty\Bugs (Treaty)
Iteration Mandatory path:
UWPF_v1\
Delete remaining path
elements
“Details“ tab
Mandatory Repro Steps Defect description, how to
field for reproduce, example.
UWPF! In addition: references to I3S
IDs, defect originator – see
Add ticket IDs (incident and problem ticket) and callout on the left for details.
defect originator (= user) at the beginning of the
Repro Steps section. Example: System Info Enter current FAB or Treaty
client version
Bug based on:
I3S IDs: Imxxxxxxx, PMxxxxxxx Severity Select Medium or High
Submitted by: name, nxxxxx
Add reference for enquiries at the end of the

Repro Steps section:
In case of any questions regarding this
defect, please contact the Support Center
pool mailbox “Support Center (Pool)”.
Working on Problems – Create Defect VII
Example UWPF (FAB / Treaty): Other tabs

“Links“ tab
Associate VSTS bug with:
- Related VSTS bug(s)
- Related VSTS feature(s)
“Attachments“ tab
Add emails, screenshots,
Excel files

Content
1. Introduction
Create Defect

Working on Problems – Create Problem Ticket I
A. Problem ticket for an existing defect
Initial situation: You detected an issue-related bug in VSTS.
1. Check if a problem ticket already exists in I3S. If yes, the problem ticket number is mentioned
in the References section of the VSTS bug.
Problem ticket
already exists
No Yes
2a. In the incident: 2b. In the incident:

- Select additional category SC: Defect. - Select additional category SC: Defect.
- Document the VSTS bug ID in the QC - Document the VSTS bug ID in the QC
Defect ID field of the External References Defect ID field of the External References
section. section.
- Create a problem ticket for the defect. For - Document the problem ID in the journal.
details, see 03_WI Problem Management. - Link the incident to the problem ticket.
I3S automatically links the problem ticket to
the incident.
3. Close the incident, and inform the user of the VSTS bug ID and problem ticket number using a
standard email. For email text, refer to 03_WI Problem Management.

Working on Problems – Create Problem Ticket II
B. Problem ticket for a new defect
Initial situation: You created a new defect in VSTS. No problem ticket has been created yet.
1. In the incident, enter the VSTS bug ID in

the QC Defect ID field of the External
References section.
2. Select additional category SC: Defect in the

User Details and Categorization section.
3. Create a problem ticket for the defect. For details, see 03_WI Problem Management. I3S
automatically links the problem ticket to the incident.
4. Enter following text in the journal of the incident:
“Defect XXXXX and problem ticket PMXXXXX were created for the issue reported in this incident.”
5. Close the incident, and inform the user of the defect ID and problem ticket number using a standard
email. For email text, refer to 03_WI Problem Management.

Working on Problems – Create Problem Ticket III
C. Problem ticket without defect
Initial situation:
• Business or infrastructure issues which need to be clarified or optimized, and where no

software change is required.
OR
• Incidents which need more processing time as defined in the Application Matrix.
Note: This should be an exception only. Before creating a problem ticket, check if the
incident is a 3rd level issue. Decision by MR Global Service Manager only.
Proceed as follows:
1. Create a new problem ticket. For details, see 03_WI Problem Management.
No defect needs to be created.
2. In the journal of the incident, document the reasons for creating the problem ticket.
3. Inform the user of the new problem ticket number using a standard email. For email text, refer to
03_WI Problem Management.

Working on Problems – Create Problem Ticket IV
D. Special case “SW OpenText Records Management”
For the product SW OpenText Records Management (= DLCM/eBF):
• 3rd level support decides whether a defect has to be created, and creates the defect in
VSTS.
• Support Center creates the problem ticket for the defect.
For a known issue, the 3rd level creates a KNOVA document in which the workaround is
documented. In this case, no defect is opened.
Task of SC agent: Inform user of workaround, link incident to the problem ticket and resolve
the incident.

02 - WI 2015 Tickethandling - SC Agent

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WORKING INSTRUCTION

TICKET HANDLING (INCIDENT, PROBLEM) – SC AGENT

02_WI 2015 Ticket handling – SC agent Status 14/03/2017 2

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I3S V2 (PROD version):

I3S V1 (read-only mode):

I3S V2 user interface:

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Status of incident Description (SC perspective)

Work in Progress Responsible SC agent is working on the incident.

Suspended Incident is pending due to various reasons. Examples:

Closed Incident has been closed by Service Desk.

02_WI 2015 Ticket handling – SC agent Status 13/08/2015 7

Support level Meaning in I3S

2 Service Desk – extended 1st level support.

3 Service Desk – 2nd level support.

4 2nd level support, e.g. Support Center.

5 3rd level support.

6 System operation support.

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After an incident has been dispatched to you,

Important note: Please do not enable

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1. Go to User Details and Categorization

2. Enter the string SC:

Do not set this code if you

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SC: Ticket Content

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Use it Don’t use it

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Go to User Details and Categorization

Tickets with basic issues Tickets with complex issues

• Decision of SC agent • SC agent has to contact: • Decision of SC agent

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Severity Level - common decision base for service units:

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For each activity, select an update type, e.g.:

After saving, your comments can be found in the Journal

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The Foreign Update button is highlighted in red if the

In contrast to the journal, the Activities section

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Searches for KNOVA documents

Searches for KNOVA documents

If a solution could be found, always link the used KD to the incident.

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Advise user of solution Further details needed

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2. Select an adequate suspend code from

3. Click here to open the calendar 4. Finally click on the

7. With Unsuspend, you or any other SC

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1. To assign an attachment to the incident, go to the