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As indicated by the icon, clicking the link will open a new browser tab.
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General Queries
To search the EnCo knowledge base, enter any string in the text box provided:
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Required entries are Subject and Which server / reason. There is an option to attach files to your query.
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Contact Us
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Contact options fall into any of three basic categories. There is some inevitable overlap with the query templates shown above.
Contact Us re. SOX
Clicking this link will open the following input screen:
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Get Help - general issues and queries - by the same rationale as before, it is still possible to navigate to a different topic using the drop-down menus. A summary is required; optional are a text description and attachments.
Report a System Problem - advise EnCo of possible bugs or related issues - required entries are Problem Summary and Description (to include mention of the SOX version used).
Desktop Support - request remote help using technology/implements such as Webex, TeamViewer or Skype - required fields are Summary and Details (e.g., SOX version, problems encountered and desired channel of communication).
Licensing Issues - this is relevant if you require a new license and/or there is a problem with an existing one - this sheet requires a Description of your request.
Training - use this item to request SOX training or relate technical information - a Summary is required, e.g. “We require FMEA training for four employees.”
Update - relevant if an updated SOX version is required/desired - this involves an amount of technical information; hence, Affected Services is a required field in addition to Summary and Description.
Affected Services
Type
Risk
Reason
Contact Us re. Registrations and Accounts
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Licensing Issues - see above
Problems With Your Account - such as inability to sign into SOX - Summary is required.
New Account - this item relates to problems in using the Service Desk itself - Summary is required.
Contact Us re. Servers and Infrastructure
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Items of this type are relevant in the context of changes to your network infrastructure, such as migrating a server. Please provide, at the minimum, a Summary and tell us about the server affected, as well as the reason for making the change.
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Your Support Ticket: Example Process
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Reproduced above is an example support issue. It is identified by a Jira reference, in combination with its title (as entered by you). Any system e-mail sent to you regarding this issue will have as its subject these two elements, e.g. “SDSP-5888 Summary”. In evidence on the upper right-hand side are the ticket status in Jira, as well as actions available to you, e.g. escalate, resolve, cancel.
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