Open a Service Desk ticket

Pismo uses Jira Service Desk to track your issues via service requests you submit. After you've been added as a Service Desk user, you can then open, manage, and monitor Service Desk tickets.

To open a Jira Service Desk ticket:

  1. Go to https://pismolabs.atlassian.net/servicedesk.
  2. Log in with your email and password.
  3. Select PISMO | Service Desk (Portuguese) or PISMO | Service Desk EN (English).
  4. Choose the appropriate ticket type.
  5. Enter information into all required form fields.
  6. Describe the problem with as much detail as possible (see Describing an issue below).
  7. Click Send.

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Reopening tickets

It is recommended you reopen a Service Desk ticket if you are not happy with the result instead of opening a new one. For more information, see Track Service Desk tickets.

Ticket types

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Operational Level Agreements (OLAs)

Ticket types vary according to an issue's nature and urgency. Each type has an Operational Level Agreement (OLA) that indicates your ticket's projected resolution time.

Common fields

The following fields are common to most service ticket types:

  • Summary: High-level issue description.
  • Description: Describe the issue with as much detail as possible. This is the most important form field, see Describing an issue below.
  • Category (and sub-category): Select an issue category, such as Credit, Digital Account, and so on. The adjacent column is then populated with a sub-category drop-down menu for you to choose from.
  • Share with: Choose which company you are opening the ticket for.
  • API: Affected API
  • X-CID: Correlation identifier field is used internally by Pismo to link related API requests and events.

Type-specific fields

The following table describes the fields that display for different ticket types.

Ticket typeDescriptionOperational Level Agreement (OLA)Fields
IncidentA service, system, or application fails or is not functioning correctly.

Time to first response (SLA): 15 minutes
Time to restore: 4 hours (72 hours for P4 incidents)

For more information, see Severity below.
  • Impacted: Number of affected users.
  • Severity: Severity of the incident.
Occurrence/BugAn issue presents problems, but doesn't cause broad or general service failure and does not impact total platform availability (even though it may affect specific systems' availability for some users).3 business daysN/A
Homolog/SandboxAn issue is occurring in a sandbox or testing environment.7 business daysN/A
QuestionYou have a question or need clarification about anything at Pismo.7 business daysQuestion: Describe the issue as best you can. This is the most important form field (see Describing an issue below).
Settings/ConfigurationYou have a request pertaining to existing programs in production, such as those affecting business rules, changing rates, spending controls, and so on.10 business days
  • Setting: Select your configuration category, such as Credit, Digital Account, and so on. The adjacent column is then populated with a sub-category drop-down menu for you to choose from.
  • Priority: priority of this configuration/setting.
Projects/New FeatureYou are suggesting an improvement, a new service, or new feature.Varies according to prioritization and cost analysis
  • Scope: Project objectives or functional specifications about the improvement/new feature.
  • Priority: priority of this project/new feature.
Performance TestSee Request a performance test.N/ASee Request a performance test.

Describing an issue

The more accurate, specific, and detailed your description is, the less time it will likely take to resolve. Explain as clearly as possible what is happening and what you expected to happen.

Good descriptions typically contain the following:

Date/Time

Date and time when the problem occurred and how long it continued before stopping, if it did stop. 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 …

Not recommended examples

  • It happened yesterday at some point…

  • We noticed an abnormal behavior back on 9/8 …

Severity

How severe the issue is:

  • Critical
  • High
  • Moderate
  • Low

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Severity versus priority

After impact evaluation, Pismo is responsible for defining the priority of the incident which can go from P1 (Critical) to P4 (Low).


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.

x-cid

Correlation identifier field is used to link related API requests and events. For example, if a user makes an authorization request with 10 installments, this generates an authorization event and 10 transaction events, all containing the same correlation ID. The x-cid can help our engineering team track everything related to a call. You can find the x-cid field in the response header from an API endpoint call.

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.

After submission

After you submit your ticket, you are redirected to a page showing ticket details and you are also sent a confirmation email. The ticket's initial status is Open, indicating it hasn't been assigned yet. The following options appear on the page's right-side:

  • Enable/disable system notifications: If enabled, you receive emails about status changes, added comments, and other ticket activity. If disabled, receive emails when tickets are closed.
  • Share the ticket with others: Shares the ticket with other team or company members.

The option Add a comment appears at the bottom. For more information, see Track Service Desk tickets.