Request types and common fields
This page provides information about the types of service requests you can open using the Pismo Service Desk.
Request types
Operational Level Agreements
Each request type has an Operational Level Agreement (OLA) that defines the expected resolution time based on the issue's nature and urgency.
The following table describes the different types of requests and their OLAs.
Request type | Description | Operational Level Agreement (OLA) | Comments |
---|---|---|---|
Incident | A service, system, or application has failed or is not functioning correctly. |
|
|
Occurrence/Event | 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 | |
Sandbox | An issue is occurring in a sandbox or testing environment. | 7 business days | |
Question | You have a general question or need clarification. | 7 business days | Describe the issue as best you can. This is the most important form field (refer to Describing an issue). |
Projects | You are suggesting an improvement, a new service, or new feature. | Varies according to prioritization and analysis. |
|
Performance Test | Refer to Request a performance test. | N/A | |
Deployment Window | You have a request related to the deployment window. | N/A | |
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. |
Common fields
The following fields are common to most service request types:
- Summary: Provide a high-level issue description.
- Description: Describe the issue with as much detail as possible. This is the most important form field. For more information, refer to 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 the company that this request pertains to.
- API: Select an affected API.
- X-CID: This is a correlation identifier field used internally by Pismo to link related API requests and events.
Updated 6 days ago