Open a service request

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Reopening requests

If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one. For more information, refer to Track a service request.

To open a Service Desk request:

1. Go to https://pismolabs.atlassian.net/servicedesk.
2. Log in with your email and password.

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For information about getting a Service Desk user account, refer to Request access to Pismo resources.

3. Select PISMO | Service Desk (Portuguese) or PISMO | Service Desk EN (English).
4. Choose the appropriate request type. For more information, refer to Request types.
5. Enter information into all required form fields. Describe the problem with as much detail as possible (for more information, refer to Describing an issue).
6. Click Send.

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The on-call support team aims to restore normal service operation as quickly as possible. In general, the team acknowledges incident requests within 15 minutes. Mitigation can take up to 4 hours for critical incidents, and up to 3 days for lower-priority incidents. For more information, refer to Incident request status .