--- title: "Service Desk - Manual and Guidelines" canonical: "https://docs.vaultspeed.com/space/VPD/3011411995/Service%20Desk%20-%20Manual%20and%20Guidelines" format: markdown --- > Macro (toc) # Introduction The service desk can be reached at [https://vaultspeed.atlassian.net/servicedesk/customer/portals](https://vaultspeed.atlassian.net/servicedesk/customer/portals). Or by using the ‘Report Issue’ button at the top right in the VaultSpeed application. Customers can request technical assistance through the service desk by reporting bugs, suggesting improvements, making feature requests, etc.  The service desk is also used for account management. You can use it to request a new user, remove a user, obtain billing information, request training, request on-site implementation assistance, etc.  Jira powers our service desk, so it is integrated with our documentation. During the creation of a new ticket, it will suggest relevant articles from our documentation that might contain the answers to your questions. Service desk tickets are handled at three levels: 1. First-level support: the entry support level where all information is gathered for your request and solved quickly using known solutions. They will also try to reproduce your issue using a copy of your application and on the internal test systems. Depending on this, they will give you a solution or escalate the issue to second-level support analysts. The first-line analysts are strong functional experts that can guide you in solving the issue in the application. If the issue can be solved within the application, a more in-depth analysis is needed and escalated to the second level. 2. Second-level support: if first-line support can not quickly solve the request, more in-depth analysis is needed. This level will need to access the metadata in the production system. For this, customer approval is needed. With this, the analysts can examine thoroughly what has happened in the back end of the application. If a workaround can be used, then this will be communicated to the customer. The second line will also decide if development needs to be included whenever code or data must be fixed. When development is necessary, the ticket is escalated to the third level. 3. Third-level support: this is the development team that will dive into the code to fix the issue. # Overview technical assistance ## What is supported? It is important to understand what kind of technical assistance you can expect from our service desk. In general, all issues regarding the correct working of our product can be reported if and only if these issues follow the rules in the following list: - supported way of working with the tool (for more information, look at [https://docs.vaultspeed.com/](https://docs.vaultspeed.com/)) - issues with generated code - issues in the application screens - adhere to data vault 2.0 standards - following the technology support matrix ([https://docs.vaultspeed.com/space/VPD/3084025875/Technology+support+matrix](https://docs.vaultspeed.com/space/VPD/3084025875/Technology+support+matrix)) - following the technology limitations ([https://docs.vaultspeed.com/space/VPD/3082616881/Known+technology+limitations](https://docs.vaultspeed.com/space/VPD/3082616881/Known+technology+limitations)) - following the guidelines and supported way of working described in [https://docs.vaultspeed.com/space/VPD/3081437259/Delta+generation+details#3.1.-Supported-source/data-vault-changes](https://docs.vaultspeed.com/space/VPD/3081437259/Delta+generation+details#3.1.-Supported-source/data-vault-changes) - not an operational issue on customer systems The service desk can always change the issue type of the customer’s ticket. this means that even though the customer thinks that the problem they are facing is a bug, the service desk can change this to “New feature” or “enhancement request” if the issue is due to a functional problem in the application that was not foreseen by VaultSpeed, even if the application is not blocking this behavior. Hot-fixing tickets will only be done for problems that are due to problems in the VaultSpeed application for a technical and functional supported way of working. In short, if the customer follows the “general application flow” as shown on the application’s dashboard, the way of working will be the supported way of working with the tool. ![image](media://302ff54b-e694-408c-a6f7-c06e5328c4e9) ## What does the support desk expect? The VaultSpeed product has millions of different possible combinations for generating code. How an issue is presented to the support desk will determine how fast an issue can be solved. We depend for a large part on the description and provided information delivered by the customer. It starts with the portal screen where the customer can enter information about the issue. Several fields are present, and filling in the correct information for the issue is a critical first step. If something is missing, the support desk will ask for the missing parts, which will take time. For clear issues, adding screenshots or a small screen-captured video and a step-by-step explanation of how you got this issue is the minimum for getting a swift response from the help desk. For complex issues regarding suspected functional problems, we ask to prepare a clear, small reproducible test case that we can test quickly to find the problem. **Do not think that when approving to see the metadata, we can discover everything ourselves. The metadata approval is only necessary for the development guys when a bug is detected. At first, we will try to reproduce your issue on your project and then on our internal test systems. This can only be done quickly if we have all information at our disposal. If this information is not available in the ticket, we will need to ask for it, and that will take time.** # User Manual When opening the service desk, you are greeted by the following page. In the text box, enter your request and see what possible solutions the system offers regarding your question. If the proposed documents do not help you, click on "Need to raise a request?” ![image](media://46c70d92-f7c3-4b4e-8f67-c0dac10f2a67)   choose whether you have an “Account Management”, a “Technical Assistance”, or a "Beta Test Program” request. ![image](media://55c55395-4fd9-4a1a-b108-dce17936b903) ## Technical Assistance ![image](media://7d74b15a-2564-4df2-b9f6-97cfcee44679)   Choose what type of request you want to enter 1. Suggest an improvement 2. Suggest a new feature 3. Report an incident and click on it. ### Suggest an improvement If you believe we can improve our application in any way, we are happy to investigate your proposal. An improvement is directed on an already existing feature in the current application that could be done in a better way. The following screen allows you to describe the possible improvement. Try to be as complete and detailed as possible in your description. ![image](media://e14250b3-5871-4bea-967f-f42cd458ea32)   ### Suggest a new feature If you think we can do better with functionality in the application that does not exist yet, then you can make a “new feature” request. The following screen allows you to create a detailed description of the feature you would like to see. ![image](media://0ef19b67-367b-449d-b967-07dd2afe0670)   ### Report an incident ![image](media://11be0f8b-0249-4324-91d4-0a77e138cd11)   This screen contains fields that will help us to solve your issue. Please try to provide as much information as possible. The fields with a * next to the name are mandatory. In the text box “Your request in a few words“, enter your request and see what possible solutions the system offers regarding your question. If the proposed documents do not help you, continue to fill in the rest of the fields, add an attachment if available (screenshot, script files,…), and click ‘Send”. ## Overview requests When you open the portal again, you can see your requests by clicking the “Requests” button on the top right side. ![image](media://4ebe2560-7b95-4d27-958a-1b5bd5b68024)   On this screen, you can see all the requests you raised and their status (see above). You can also see all the requests of other users from your company if they choose to share the request. ![image](media://f2fc3a49-d56b-451c-9625-32e4b9fa3418)   Clicking on one of the issues will open its detailed information. Here, you can follow the history of the ticket and read or add comments to it. ![image](media://c88cbc53-689b-4fdd-b132-af998fcd3da4)   ## Account Management ![image](media://aedfd408-ffe6-46b6-9fb6-4721a8f2fab4) This screen allows entering a service request that is not application-related. Choose the kind of request you want to enter and fill in the required fields. e.g.: ![image](media://c2bfa9ab-b9da-4e44-bb27-87c7e83b9be1)