Opening a Service Desk ticket

Pismo uses JIRA Service Desk to track your issues via tickets you submit. After you've been added as a Service Desk user, you can then open, manage, and track 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 all required form fields.
  6. Describe the problem with as much detail as possible. See Describing an issue.
  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. See Tracking Service Desk tickets > Validating process for more information.

Ticket types

Ticket types vary according to an issue's nature and urgency. Each type has a Service Level Agreement (SLA) indicating your ticket's projected resolution time.

Ticket type

Description

SLA

Incident

A service, system, or application fails or has problems, with one of the following impacts:

  • Unavailable or detrimental impact on business operations.
  • Infrastructure failure impacting critical operations.

4 hours

Occurrence/Event

An issue presents problems, but doesn't cause broad or general service failure and does not impact total platform availability, though it may affect specific systems' availability for some users.

3 business days

Sandbox

Errors occurring in a sandbox or testing environment.

7 business days

Question

You have a question or need clarification about anything at Pismo.

7 business days

Settings

Requests pertaining to existing production programs, such as those affecting business rules, changing rates, spending controls, accounting, ICA, embossing, and so on.

10 business days

Projects

Suggest an improvement, a new service, or new feature.

Varies according to prioritization and cost analysis.

Required form fields

After you choose a ticket type, you need to fill in all required form fields for that type. These can include:

FieldDescription
SummaryHigh-level issue description.
Category (and sub-category)Select your issue's category, such as Credit, Digital Account, and so on. The adjacent column is then populated with a sub-category drop-down menu you need to choose from.
ImpactedHow many users are affected.
DescriptionDescribe the issue as best you can. This is the most important form field, see Describing an issue below.
Share WithChoose which company you are opening the ticket for.

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. If you could use ISO 8601 date/time format that would help.

    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 in 9/8…

  • Severity - How severe the issue is helps us understand its impact on your company and users and what its priority should be. Statistics regarding its frequency and financial impact also help with prioritization.

    Recommended examples:

    • 35% of cashouts have been affected.
    • 12% of the total fee has not been charged when due.
    • 2% of users cannot open the app or sign in.
    • 14% of onboardings have not recorded the personal phone number.
  • 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 - The 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 1 authorization event and 10 transaction events all containing the same correlation ID. The x-cid can help the Pismo 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 elements - The following can also be useful in resolving your issue:

Post-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, you don't, though you do receive an email when the ticket is closed, along with a satisfaction survey.
  • Share the ticket with others - Share the ticket with other team or company members.

An option to Add a comment appears at the bottom.

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OnCall

For an emergency requiring immediate action, contact the Pismo OnCall team: +55 11 400394733

Even if you contact the OnCall team, you still need to create a JIRA ticket for tracking and audit purposes.


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