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Guidelines for submitting tickets

Guidelines and instructions for requesters to help with ticket creation

Standard request requirements

  • Provide a clear and specific subject line.

  • Describe what happened, what you expected, and what actually happened.

  • Include exact steps to reproduce the issue.

  • Attach screenshots or error messages.

  • Add device, operating system, and application information.

  • Describe the impact and urgency.

  • List what you already tried to fix the issue.

  • Ensure you include any required approvals.

  • State your preferred contact method and availability.

  • Specify the desired outcome (for service requests).

 
Additional Guidelines

  • The defined resolution times apply exclusively to service requests that the Administrator/Support can process and resolve independently, under their own responsibility, and using their own technical capabilities. If the involvement of third parties (e.g., MSPs, SAP, interface partners, customers) is required and such parties operate under their own Service Level Agreements (SLAs), their response and resolution times shall not be counted toward the SLA of Admin Support. 

  • The ADMIN shall only provide solutions within the software systems for which they possess valid and appropriate authorisation. A request will be forwarded if to the required System-Contact if needed.

  • If medium‑ or low‑priority tickets are not answered or confirmed by the requester within seven (7) calendar days, the ticket will be automatically closed. The requester may reopen the ticket if required; in such cases, a new request will be created.

  • For high‑ and urgent‑priority tickets, confirmation from the customer or designated contact person is mandatory before further processing.

  • The administrator/support classifies requests into T-shirt sizes XL, L, M and S. For corresponding requests in XL & L, a different resolution time may be applied due to their complexity, or the issue may even be transferred to a project.

  • Non‑compliance with the established support guidelines (standard request requirments) may result in delays in the processing of requests.