Pismo Service Desk

The Pismo Service Desk enables you to open and track service requests. For information about the types of requests you can submit, refer to Request types.

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

When you open the Pismo Service Desk page, you will see a number of request links. A detailed description of each of the links is described below.

You can request help with the following items on the Pismo Service Desk page:

Incident
Use this form to report an incident. An incident includes any and all failure events or abnormal behavior of the service or system (application) in a production environment that meets at least one of the following conditions:

• Unavailability in the execution of operational activities of the business areas;
• Presence of a vital impact on the continuity of operations under the responsibility of the business areas.

Any problem outside the conditions mentioned above must be opened as a ticket in the Occurrence / Event form.

If you have problems/errors obtained outside the production environment (EXT/UAT), open a ticket in the Sandbox form.

If you have any questions about the functionality of services or systems, open a ticket in the Question form.

Occurence/Event

Use this form whenever a request presents problems without causing broad or general failure of a service.

Sandbox

Use this form when you need help with error results that you encounter outside of the production environment.

Question

Use this form whenever you are unclear about a particular result you're experiencing, when information is unclear, or when you are experiencing errors or problems.

Projects

Use this form to request an improvement, a new service, or new features.

Performance Test

Use this form when you want to test the platform's performance capacity or migration.

Deployment Window

Use this form for requests that are related to the deployment window.

Settings

Use this form for requests pertaining to existing production programs, such as those affecting business rules, changing rates, spending controls, accounting, ICA, embossing, and so on.