Using SAFE Service Desk
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Using SAFE Service Desk

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Overview and Access


SAFE provides access to a service desk through the Customer Portal. The portal allows you to Report an Incident, Request Technical Support, Suggest Improvement, and many more.

To access the Customer Portal, you must be a registered user and have a username/password.

  • If you are a new SAFE customer, contact the SAFE Sales representative with each user's email address to get the login credentials to access the customer portal.
  • For existing SAFE customers, if you would like to add a new user to the SAFE Customer Portal, please raise an "Other Questions" request, including the email(s) of the users you would like to be added.

SAFE registers the requested users and sends email notifications to users to complete their registration.

Note
As a SAFE customer, you are responsible for informing SAFE of any changes in access rights for the customer's registered users. SAFE can provide a list of all the registered users for a customers organization on request.

Registered users can create support requests and view open support requests made by registered users or other users within the customer's organization. They will also receive notifications via email about support request updates.

Create Requests

You can create a request from the "Raise a request" option of the Customer Portal. You will be provided with the following options:

  • Report an Incident - use this option to report service downtime and other service impacting events.
  • Request Technical Support - use this option to request technical help with Installation , Configuration and new Integrations or to request agreed operational processes be performed.
  • Product Questions - use this option to ask questions about SAFE products and how to use them.
  • Suggest Improvement - use this option to suggest improvements to SAFE products.
  • Ask any Other Questions you have - use this option when you're not sure what category to use.

The following sections provide more details about each request option and the information SAFE requests to help resolve them effectively.

Once your request has been submitted, a SAFE representative will be in touch to assist with your request.

Creating Service Desk Requests

Each Service Desk Request raised should represent a single issue or topic. In the event that an issue contains multiple issues, SAFE may break this into separate Service Desk Requests on the service desk in order to triage them effectively.

If additional issues are found during the investigation into a Service Desk Request, SAFE may raise additional Service Desk Requests on the service desk to track them.

Reporting an Incident

The following table describes the information you will be asked to provide when "Reporting an Incident," which creates an Incident in the service desk:

FieldDescriptionMandatory
SummaryA short statement summarizing the issue that you are facing.Yes
Description

Please provide a detailed description of the support request. In order to make the support process as effective as possible.

Please include details such as:

  • Symptoms and impact of the issue on the SAFE platform and end-users
  • Hostnames/IPs of impacted Nodes
  • The version of SAFE  Platform
  • Details of troubleshooting steps taken, including commands run and output, error messages, and other warnings from commands.
  • Application Logs
  • SAFE  Logs
  • Details of any recent changes performed on the Infrastructure, SAFE  platform, or Applications running on the impacted environment.
Yes
Priority

Please select the priority for your Incident based on your SLA terms.

Yes
SAFE VersionPlease provide the version of the SAFE Product you are currently using.  This can be found by clicking "?" in the top right of the SAFE UI, then "About".No
Customer ReferencePlease provide an internal reference number if required.No
Attachments

Please include any relevant logs, screenshots, or other information.

To add additional attachments to an existing ticket, drag the attachment into the comment box on the ticket, and it will automatically upload. For large attachments, SAFE will provide upload facilities on request.

No

Incident Life-cycle


Incidents will be assigned one of the following statuses as they are processed:

  • Waiting for Support - The support request has been logged on the SAFE service desk and is awaiting assignment to a SAFE representative.
  • In Progress - The support request has been logged on the SAFE service desk and is assigned to a SAFE representative. The support request is being actively worked on, and the assigned SAFE will work with the customer to triage and resolve the issue.
  • Post Restoration Analysis - The impact to service reported in the support request has been resolved. Still, there are outstanding actions to be completed to mark the request as resolved.
  • Pending Final Fix - The impact to service reported in the support request has been resolved, and fixes have been identified to fully correct the issue, but are pending release.
  • Waiting for Customer - The support request cannot be progressed and is waiting on a response from the customer.
Info
Tickets that remain in "Waiting for Customer" for over ten working days may be marked as resolved at SAFE discretion.
  • Resolved - The support request has been resolved, and all actions completed.
  • Canceled - The support request has been canceled by the customer.
  • Closed - The support request has closed automatically ten days after resolution.

When a comment is added by a customer to a "Waiting for Customer," "Resolved," or "Closed" support request, the status will change to "Waiting for Support" and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/teleconferencing, direct phone calls, email, and updates to the support request on the service desk.

Creating a request for Technical Support, Product Question or Other Questions


The following table describes the information you will be asked to provide when creating "Technical Support," "Product Questions," or "Other Questions."

FieldDescriptionMandatory
Summary

A short statement summarizing the issue that you are facing.

Yes
DescriptionPlease provide a detailed description of the question. Please include the use case you are trying to achieve, any error messages, or other relevant informationYes
*PriorityPlease select the priority for your Technical Support Request.Yes
SAFE VersionPlease provide the version of the SAFE Product you are currently using.  This can be found by clicking "?" in the top right of the SAFE UI, then "About".No
Customer Reference

Please provide an internal reference number if required.

No
Attachments

Please include any relevant logs, screenshots, or other information.

To add additional attachments to an existing ticket, drag the attachment into the comment box on the ticket, and it will automatically upload. For large attachments, SAFE will provide upload facilities on request.

No


*For Technical Support Requests only. The priority of "Product Questions" and "Other Questions" will automatically be set to P3.

Service Request Life-cycle


Service Requests will be assigned one of the following status as they are processed:

  • Waiting for Support - The product question has been logged on the SAFE service desk and is awaiting assignment to a SAFE representative.
  • In Progress - The product question has been logged on the SAFE service desk and is assigned to a SAFE representative. The product question is being actively worked on, and the assigned SAFE will work with the customer to answer the question.
  • Pending Final Fix - The issue reported in the service request has been resolved, and fixes have been identified to fully correct the issue, but are pending release.
  • Waiting for Customer - The product question cannot be progressed and is waiting on a response from the customer.
Info
Tickets that remain in "Waiting for Customer" for over ten working days may be marked as resolved at SAFEs discretion.
  • Resolved - The product question has been resolved, and all actions completed.
  • Canceled - The product question has been canceled by the customer.
  • Closed - The product question has closed automatically ten days after resolution.

When a comment is added by a customer to a "Waiting for Customer," "Resolved," or "Closed" support request, the status will change to "Waiting for Support" and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/teleconferencing, direct phone calls, email, and updates to the support request on the service desk.

Suggest Improvements

The following table describes the information you will need to Suggest an Improvement.

FieldDescriptionMandatory
SummaryA short statement summarizing the issue that you are facing.Yes
Description

 Please provide a detailed description of the Improvement. Useful information includes:

●     The use case you are trying to achieve

●     The applications you have deployed on the platform

Yes
Business PriorityPlease provide a rating of how important this issue is for your company. The ratings run from P1 = Highest priority to P4 = Lowest priority.Yes
Customer ReferencePlease provide an internal reference number if required.No
Attachments

Please include any relevant logs, screenshots, or other information.

To add additional attachments to an existing ticket, drag the attachment into the comment box on the ticket and it will automatically upload. For large attachments, SAFE will provide upload facilities on request.

No

Improvement Life-cycle



Improvements will be assigned one of the following status as they are processed:

Waiting for Support - The Improvement has been logged on the SAFE service desk and is awaiting assignment.

Under Investigation - The Improvement has been logged on the SAFE service desk and is assigned. The Improvement is being assessed by SAFE to understand the use case, specific requirements, and whether this fits into the SAFE product roadmap.

  • On Roadmap - The Improvement has been accepted by SAFE onto the product roadmap and will be scheduled for development.
  • Feature/Improvement Available - The Improvement has been implemented in a product release. SAFE will then contact the customer to discuss the feature and how it will be delivered.
  • Waiting for Customer - The Improvement or New Feature cannot be progressed and is waiting on a response from the customer.
Info

Tickets that remain in "Waiting for Customer" for over ten working days may be marked as resolved at SAFEs discretion.

  • Resolved - The Improvement has been resolved, and all actions completed.
  • Canceled - The Improvement or New Feature has been canceled by the customer.
  • Closed - The Improvement or New Feature has closed automatically ten days after resolution.

When a comment is added by a customer to a "Waiting for Customer," "Resolved" or "Closed" support request, the status will change to "Waiting for Support" and SAFE representatives will be informed.

SAFE representatives will communicate with the customer through a range of tools depending on the priority of the support request. This will include web/teleconferencing, direct phone calls, email, and updates to the support request on the service desk.

Manage Issues


You can view your existing requests by selecting "Requests" in the top right corner of the portal. You can also manage your provide by clicking on the avatar icon.

The default view of your requests shows open issues:

You can change the requests displayed by using the drop-down lists. The request list shows the status of the issue. The status of an issue will vary depending on the request type and these are documented in the related articles below.

Request Details


To view the details of a request, click on the list and you will be presented with the following screen:

In the detailed view, you can see a record of all interactions regarding the support request logged by the customer user and the SAFE representative. Customers can add additional comments to support requests or mark an issue as resolved or canceled. You can also choose to turn notifications off or on for a specific request.

You can also view a summary of the Current Status in the right-hand panel of each issue.

In addition to comments made directly on the service desk, information exchanged via email using the service desk notifications will also be captured in the support request.

Info
To add additional attachments to an existing ticket, drag the attachment into the comment box on the ticket, and it will automatically upload. For large attachments, SAFE will provide upload facilities on request.

Request Resolution


When a service desk request is resolved, a summary of the work done and any corrective steps will be provided as a comment.

If you require further assistance, you can leave a comment or press "respond to support" in the top right of the request. Service Desk Requests which are resolved for over ten days will automatically transition to a closed state.



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