Service Desk and Ticketing

The Aurora Commerce Service Desk

Please ask your assigned Account Manager for access to your personalised Aurora Commerce Service Desk; our ticketing system.

There are 3 categories on display on the Service Desk:

• Triage
  Get assistance with Critical and General system Bugs and Errors, and other Free Works
• Submit New Workloads
  Submit New Workloads for Assessment and Scheduling
• Get Assistance
  Get assistance for General Problems and Questions

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Out of Hours

Please see our Out of Hours Support Guide for more information.

Usage Summary

The Service Desk is for workflow processing of all types within Aurora Commerce.

When you have a matter to issue via the Service Desk, simply select the option most relevant, fill out the form with as much information as possible, attaching any files required, and then submit the form. The form will create a ticket that will simultaneously be issued to your assigned Account Manager.

You can also define the importance of the submission for Triage submissions; Highest, High, Medium, Low or Lowest.

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Responses from the Service Desk will contain a link to the system for the viewing of the responses detail, as well as any past communication in relation to a specific ticket.

• When a ticket is issued via Triage, it is assessed and Critical matters are addressed with immediate effect. Non Critical matters will join the queue to be addressed as quickly as we can for you, that is unless we have other works on for you already, in which case we will ask that you please add the new matter to a future ticket submission as per our standard processing.
• Your assigned Account Manager will engage with you during office hours in regard to a submission to let you know its status, as per our standard processing; this includes notification on if a Triage submission is downgraded from Critical to Non Critical.
• You can monitor the status of your submissions via the Service Desk itself.

Submission Notes

• The Aurora Commerce Account Managers and Developers use the Aurora Commerce Triage Tiers to define the final status of a Triage submission.
• Non Critical 'Free' works will be dealt with by our Dev team and be addressed as Non Critical works.
  These will be subject to the flow of work within the Aurora Commerce standard processing set up, and release dates will be issued and updated upon accordingly by your assigned Account Manager. This is however, dependent upon the volume of Critical matters in the system at the time, and also upon the volume and scale of other works in the system, as well as the nature of the works submitted.
• When submitting New Workload tickets and you already have a workload underway, the new tickets are stored, and these will be addressed for you by your assigned Account Manager in the next agreed workload wave as per our standard processing.

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For full details on Aurora Commerce's standard processing please consult your assigned Account Manager.

Adding New Users to our Service Desk

You can add users to the Service Desk simply by going to your Service Desk portal, selecting the ticket that you would like the new user to view, then on the right hand side of that ticket you will see the 'Share With' option; from here you can add in the new user's email address and then select 'add' to add the new user. The new user will then get an invite to the system for ongoing use. This method can also be used for adding existing Service Desk users to view a ticket.

Should you wish to have users deleted from a ticket, you can do this via the ticket itself by hovering over the specific user's name under the 'Share With' option and then selecting the deletion cross. To have a user deleted from the system entirely, please consult your Aurora Commerce Account Manager.

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Users that create tickets (the Reporter) will get system notifications by default. Other users will only get notifications related to a ticket if they are added individually using the 'Shared With' option, irrespective of whether a user is within an Organisation (as noted below). Email notifications are only a notice telling you that a new submission has been placed and to access the Service Desk, via an issued link within the email, to view the submission.

Organisations

Your Service Desk account will have a default Organisation set up, this will mean that all of your team within the Organisation can access related tickets, however, they will not be emailed notifications unless they have submitted their email address via the 'Shared With' option on the ticket.

Should you have an Agency, Aurora Commerce can set up a further Organisation for their use, to allow for specified tickets to be added to that Organisation and not your companies default Organisation. This will allow your Agency to view and reply on the specified tickets only. To be clear, your Agency will only be able to see tickets associated to their Organisation.

If your Agency is required on a ticket that has been created via your default Organisation, it is possible to add them onto this ticket by using the 'Share With' option and inputting the Agencies related Organisation name. They will then have access to only this ticket within your companies Organisation. 

You can add Agency users to the relevant tickets as above, along with your own Organisations users; alternatively Aurora Commerce can add them in for you.

Separately we can set up a stand alone Service Desk account for your Agency, should it be required.

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Your users within your company, and also your Agency users all need to be added to specified Organisations by Aurora Commerce on request.

Other Notes

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Further details on submitting tickets and their formatting can be found in the Tips on Submitting Issues document.

• Aurora Commerce may group a series of tickets to be worked on, as a single volume of work. Your assigned Account Manager will notify you should this occur.
• Aurora Commerce team members can create tickets on behalf of an Agency / Client; likewise this can be done for adding comments to a ticket, say for example notes from a 3rd party.

Usage Notes

• Please ensure you are not submitting unrelated comments, or new workloads onto an existing ticket, therefore side-lining workflow.
• If you issue a list of multiple points as a single ticket then your Account Manager will manage this accordingly. For Triage works, this type of issuing can work if all the points are defined as priority Medium, Low or Lowest; if not your Account Manager will request a re-submission and manage the tickets accordingly for you. For non Triage, New Workload submissions, this type of submission would please need to be resubmitted, breaking up the points into individual tickets.

Reports

Weekly and or Monthly Ticketing system usage reports can be issued by Aurora Commerce upon request. Please ask your assigned Account Manager about the set up and issuing of these as required.

Should a bespoke, longer range activity report be required, please requested that via your assigned Account Manager and they will address the request for you accordingly.