Support Centre

Topics

Log an Incident

 

Important: For all P1 or P2 incidents, please call the Service Desk on 0800 222 474
Only users with a role of Global Admin, or Service Desk Admin can log an incident. See Roles and Permissions for more information.

Log an Incident ticket when a service you subscribe to is broken. If you need additional support, you should Log a Request.

 

Incident tickets are sent directly to the relevant team within CCL.

 

Steps

1. Select the Support Centre icon    in the sidebar and click Create Incident on the top right.

 

 

2. In the Create Incident screen, complete the fields using the table below as a guide. 

 

 

Use this table to complete the above fields:

 

Field What to enter
Impact Checkboxes Select the impact (e.g. Significant/Large).
Urgency Checkboxes Select the urgency (e.g. High) for your incident.
Service Using the dropdown lists, select the service (e.g. AoG File Archiving).
Service Type Select the service type (e.g. Backup service) for your incident.
Incident Summary A short, clear description for your request.
Incident Description The required details.

 

3. Click Create. A confirmation message will display at the top of the screen.

 

4. Your incident will now display in the Support Tickets tab, and in the Support Tickets panel of your Landing Page. See View your Incident and Request Tickets

 

Log a Request

Log a Request ticket when you need additional support with a service. If a service you subscribe to is broken, you should Log an Incident.

 

Request tickets are sent directly to the relevant team within CCL.

 

Note: Only users with a role of Global Admin, or Service Desk Admin can log a request. See Roles and Permissions for more information.

 

Follow these steps to log a request:

 

1. Select the Support Centre    icon from the sidebar and click Create Request at the top right. 

 

 

2. In the Create Request screen, complete the fields using the table below as a guide. 

 

 

Use the following table to complete the above fields:

 

Field What to enter
Service Use the dropdown list to select the Service (e.g. Storage as a Service).
Service Type Select the Service Type (e.g. Provision new service) for your request.
Request Summary A short, clear description for your request.
Request Description The required details, using the existing text as a guide. e.g. VM name, Data Centre date.

 

3. Click Create. A confirmation message will display at the top of the screen.

 

4. Your request will now display in the Support Tickets tab, and in the Support Tickets panel of your Landing Page.  See View your Incident and Request Tickets below. 

 

View Your Incident and Request Tickets

To view your tickets, from the Support Centre screen, select the Support Tickets tab. 

 

Here you can view the details and status of your incidents and requests. To filter your tickets, click on the column headings (eg. date submitted, type, ticket number, etc).

 

 

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For quick access to online help topics, select the Support Centre icon    from the sidebar of any CloudCreator screen.

  

 

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