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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

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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 typeDescriptionOperational Level Agreement (OLA)Comments
IncidentA service, system, or application has failed or is not functioning correctly.
  • Acknowledgement: 15 minutes.
  • Mitigation: Up to 4 hours for critical incidents; up to 3 business days for lower-priority incidents.
  • Impacted: Number of affected users.
  • Severity: Severity of the incident (refer to Severity).
Occurrence/EventAn 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
SandboxAn issue is occurring in a sandbox or testing environment.7 business days
QuestionYou have a general question or need clarification.7 business daysDescribe the issue as best you can. This is the most important form field (refer to Describing an issue).
ProjectsYou are suggesting an improvement, a new service, or new feature.Varies according to prioritization and analysis.
  • Scope: Project objectives or functional specifications about the improvement/new feature.
  • Priority: Priority of this project/new feature.
Performance TestRefer to Request a performance test.N/A
Deployment WindowYou have a request related to the deployment window.N/A
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 daysSelect 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 26 days ago