When you raise a ticket with us, we ask you to define the type of the ticket. In this article, we provide you with some guidance on how to select the most appropriate type for your ticket.
There are three types of tickets (Information, Issue and Request) and you must assign a type to a ticket before it can be submitted.
The meanings for each type are defined in the table below.
|Information||The ticket is related to a request for information on how to use the service we provide you with.|
|Issue||The service we provide you with is inoperational or has a problem that you need help with.|
|Request||You would like to request a change to the way the service operates or the way it has been installed. This categorization can also be used for training requests and feature enhancements as well as items such as interim databases etc. |