Request types
Operational Level Agreements (OLAs)
Request 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.
The following table describes the fields that display for different request types.
| Request type | Description | Operational Level Agreement (OLA) | Comments |
|---|---|---|---|
| Incident | A service, system, or application has failed or is not functioning correctly. | Acknowledgement: 15 minutes. Resolution: 4 to 72 hours |
|
| Occurrence/Bug | An issue presents problems but doesn't cause service failure and does not impact platform availability (even though it may affect availability for some users). | 3 business days | |
| Homolog/Sandbox | An issue is 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 | Describe the issue as best you can. This is the most important form field (see Describing an issue. |
| Settings/Configuration | You 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 | Select your configuration category and subcategory. |
| Projects/New Feature | You are suggesting an improvement, a new service, or new feature. | Varies according to prioritization and analysis |
|
| Performance Test | See Request a performance test. | N/A | |
| Access request | See Request access to Pismo resources | N/A |
Common fields
The following fields are common to most service request 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.
- 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 for which you are opening the request.
- API: Affected API.
- X-CID: Correlation identifier field, internally by Pismo to link related API requests and events.
Updated 28 days ago