Describe the issue
The description of an issue is the most important piece of information in a service request. In general, the more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen.
Request types
First, choose the appropriate request type. For more information, refer to Request types. Request types include the following:
Use this form to report an incident. An incident includes any and all failure events or abnormal behavior of the service or system (application) in a production environment.
Provide the following details for your request:
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Share With | Select which company you are opening the ticket for. |
| Category | Select a category. |
| Sub-category | Select a sub-category. |
| API | Select a related API. |
| x-CID | Enter the x-CID. The x-CID field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header. |
| Impacted | Enter the amount of impacted clients. |
| Description | Enter a detailed description of the issue. The more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen. |
| Impact | Select an impact option. |
| Severity | Select a Severity option. |
Use this form whenever a request presents problems without causing broad or general failure of a service.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Share With | Select which company you are opening the ticket for. |
| Category | Select a category. |
| Sub-category | Select a sub-category. |
| x-CID | Enter the x-CID. The x-CID field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header. |
| APIs | Select any related APIs. |
| Description | Enter a detailed description of the issue. The more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen. |
Use this form when you need help with error results that you encounter outside of the production environment.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Category | Select a category. |
| Sub-category | Select a sub-category. |
| API | Select any related APIs. |
| x-CID | Enter the x-CID. The x-CID field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header. |
| Description | Enter a detailed description of the issue. The more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen. |
Use this form whenever you are unclear about a particular result you're experiencing, when information is unclear, or when you are experiencing errors or problems.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Share With | Select which company you are opening the ticket for. |
| Category | Select a category. |
| Sub-category | Select a sub-category. |
| APIs | Select any related APIs. |
| X-CID | Enter the x-CID. The x-CID field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header. |
| Description | Enter a detailed description of the issue. The more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen. |
Use this form to request an improvement, a new service, or new features.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Description | Enter a detailed description of the request. The more accurate, specific, and detailed the request is, the simpler it is to resolve. |
| Share With | Select which company you are opening the ticket for. |
| Scope | Describe the details of what should this new development is capable of doing. |
| Use Case | Describe the use case(s) of this new development. |
| Goal | Describe the main reason for this new development to be executed. |
| Business Benefits | Describe the goals of your company that this new development would impact. Would this project impact your growth? How? How much? |
| Business Impact | Describe the business impact. Would this development mitigate any risks of your business? |
| Type | Select a request type. |
| Business Rules | Describe mapped business rules and requirements of this development. |
| Countries Impacted | Select the countries that will be impacted by this development. |
| Priority | Select a priority for this development. |
| Regulatory / Mandate / Audit | Select Yes or No to indicate whether a regulatory/mandate/audit is needed for this development. If Yes, attach the related documentation at the bottom of the page. |
| Other Relevant Information | Enter any other relevant information for this request. |
Use this form when you want to test the platform's performance capacity or migration.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Share With | Select which company you are opening the ticket for. |
| Test Type | Select a category. |
| Test Description | Select a sub-category. |
| Average TPS target to be achieved in the test | Select any related APIs. |
| Instância a ser testada | Select an instance to be tested. |
| Date and Hour Desired | Select a date and hour for the performance test. Tests must be scheduled 15 calendar days in advance. |
| Need for Test Data | Select Yes if you need Pismo to generate a data set to use for the test. |
| Responsible for test data generation | Select the entity that is responsible for the test data generation. |
| Environment | Select the environment where the tests will be performed. |
Use this form for requests that are related to the deployment window.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Description | Enter a detailed description of the issue. The more accurate, specific, and detailed the description is, the simpler it is to resolve. Explain as clearly as you can what is happening and what you expected to happen. |
| Share With | Select which company you are opening the ticket for. |
Use this form for requests pertaining to existing production programs, such as those affecting business rules, changing rates, spending controls, accounting, ICA, embossing, and so on.
| Field | Description |
|---|---|
| Summary | A short description of the incident you are reporting. |
| Share With | Select which company you are opening the ticket for. |
| Category | Select a category. |
| Sub-category | Select a sub-category. |
| Description | Describe the desired configuration in detail. If necessary, provide the Program ID, Org ID, and Environment. |
| Report Log | When a Control Center request fails, the application automatically displays a popup message. You can add this message here. |
| Priority | Select a priority level. |
| Environment | Select an environment. |
Date/Time
Provide the date and time the issue began, along with the duration of the problem, if it eventually resolved. Use ISO 8601 date/time format if possible.
Recommended examples
-
Started at 2017-09-08T15:13:06+00:00 and it lasted 5 minutes, causing …
-
The issue was noticed intermittently 2 to 5 times, starting at 2017-09-10 and …
-
The problem has been going on since 2017-09-08T15:13:06+00:00 …
-
Between 2017-09-08T15:13:06+00:00 and 2017-09-08T15:18:16+00:00 it was noticed …
Examples to Avoid
-
It happened yesterday at some point…
-
We noticed an abnormal behavior back on 9/8 …
Product
When you create a new ticket, you must provide the product name. It is also recommended you include all other products or services with problems, the APIs or URLs involved, and the request method – API REST or CRM.
Recommended example
The API-auth API REST has returned the following errors…
Not recommended example
Users cannot access the APIs.
Correlation identifier (x-cid)
The x-cid field is a correlation ID used to link a series of related API requests and events. For example, if a user makes an authorization request with 10 installments, the Pismo platform generates an authorization event and 10 transaction events, all with the same x-cid. This can help the support team track everything related to an API call. You can find the x-cid field in the response header.
Third-party IDs
If you use a third-party tool that has generated an ID that could be helpful to the support team, consider adding it to the description as well. For example, if something is reported from Cloudflare, you may provide the CF-Ray. (CF-Ray is a unique ID that Cloudflare assigns to every request that passes through its network. It is typically used to debug and troubleshoot individual requests.)
Other helpful information
The following can also be useful in resolving your issue:
-
Screenshots.
-
HTTP Archive (HAR) files for web-based interfaces. HAR Analyzer contains instructions for the most used browsers.
-
[
tcpdump]( outputs.) -
Code snippets and stack traces.
Updated 17 days ago