Service Desk - Customer guide

This guide explains how to use the Signifikant Service Desk as an Signifikant customer.

Please use the Signifikant Service Desk as your primary contact point with the Signifikant support team. Emails or phone calls to our developers will not take precedence over requests entered through the Signifikant Service Desk.

Getting an account for the Signifikant Service Desk

1. If you do not yet have a login for the Signifikant Service Desk, please send an email to assert-support@signifikant.se. You can also request a login for a colleague.
2. You will receive an email from the Signifikant Service Desk with a link that brings you to a page where you can choose a password
3. You are now ready to log in into the Signifikant Service Desk.

Create a support request in the Signifikant Service Desk portal

1. Browse to https://signifikant.atlassian.net/servicedesk/customer/portal/2

2. Log in with your email address and password
3. Search the Signifikant Knowledge Base by typing your question in the "What do you need help with?" text box
   1. Or browse the knowledge base by clicking on the link "Knowledge Base" at the top of the page
4. If you do not find a solution for your problem, create a support request by clicking on "Bug", "Need help" or "Feedback / Suggestion".
   Fill in the details of the request as follows:
5. Summary: please include symptom or error message in the summary
6. Description: describe your issue as detailed as possible. Environment, symptoms, what you already have tried, etc.
7. Components: Choose an appropriate component, or leave empty
8. Attachments: please include screenshots, log files, error messages, etc.
9. Priority:
   1. Critical = showstopper, your system is down or your end users can not get their work done
   2. Major = your system is working badly, highly impacting your end users work environment
   3. Minor = your system has a fault, but it is either less important or there is an acceptable workaround available
   4. Cosmetic = typo's, styling issues, etc.
10. Click on the "Create" button. An issue is created and an email is sent to the Signifikant support team.

Respond to a response from our support team

1. When the support team responds to your support request, you will receive an email. If the support team asks you to complement the information you have given, you can either:
   1. Reply on the email
   2. Visit the Signifikant Service Desk portal (https://signifikant.atlassian.net/servicedesk/customer/portal/2), click on "Requests", select the issue and use the field "Comment on this request..."
2. In both cases, a comment is added to the support request and an email is sent to the Signifikant support team

View your requests

1. Browse to the Signifikant Service Desk portal: https://signifikant.atlassian.net/servicedesk/customer/portal/2
2. Click on "Requests" in the top right corner of the screen
3. A list with your requests is shown. The list can be filtered on a.o. status
4. Click on the Reference or Summary of a request to view it's details