Severity 1

Determine if a ticket is a priority ticket.

If the ticket is from Nestlé,  follow the Nestlé process.

Tickets that go into Pagerduty:

  1. Tickets marked as Blocker
  2. Tickets marked as Severity 1
  3. Tickets that use “as soon as possible” or “immediate” Tickets that express some sort of reason to rush.
  4. (Tickets that use “urgent” no longer qualify as PagerDuty tickets.)

If your ticket matches at least one of the above conditions, start processing the ticket in PagerDuty first, then Jira.  If your ticket does not have any of the above qualifiers, skip the PagerDuty Section.

PagerDuty Ticketting

  1. Login the pagerduty at https://optaros.pagerduty.com/
    • Username/Email: optarosagents@cwxtx.com
    • Password: firewall1
  2. Click the Incidents tab at the top left.
  3. Click Manually open a new incident button in the right to open a new ticket.
  4. In the new incident select the company or client the ticket is for from the Service drop down list. (Select the company name that uses the CC in it.)
  5. Copy/Paste the title from the Jira Ticket into the Description.
  6. Put in the body – Jira Dashboard Ticket <ticketnumber>
  7. Copy/Paste the body from the Jira Ticket into the Details after the ticket reference.
  8. Submit your ticket by clicking Open a new incident button to finish it.
  9. The finished ticket will show in the list with the status set to triggered. Make note of that Incident number.

Dashboard Processing

If a ticket needs to be worked on, open the ticket description by clicking on the summary of the ticket under summary.

  1. Click the Edit Button
  2. Select your name from the Call Center Agent drop down list.
  3. In the Comment Section, type “Thank you for contacting Optaros Support. A Support Engineer will review your issue shortly.“
  4. If you put in a PagerDuty ticket, add to that comment “PagerDuty Incident <PagerDuty ticket#>”
  5. Click the Update button

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