How do I create a ticket?
To create a ticket, we require further information from you. If your ticket contains a detailed explanation or even pictures, it will be faster for our BeNeering support team to process it.
1 | Category
The ticket must be assigned to a category. This is important so that the ticket can be processed directly by the responsible employees and does not have to be forwarded first. There are 3 categories.
a) Catalog Cloud Services
Catalog Cloud Services is the content management of BeNeering GmbH.
b) Cloud Search Engine
The Cloud Search Engine is the presentation interface of the solution at the customer's site.
c) Dynamic Web Forms
Dynamic Web Forms is BeNeering's forms technology that allows special processes beyond a catalogable item to be ordered.
Once a category is selected, 2 additional fields appear:
a) This is where you select the language in which you want to write the ticket. This information is also used to find the appropriate agent for you more quickly.
b) It is advisable to enter the user name here to be able to reproduce problems more easily.
2 | Priority
It is possible to assign a priority to a ticket. The classification of this priority is done by the ticket creator. However, MyCatalogCloud Support has the option to modify this priority and adapt it to the actual situation. According to the standard SLAs of BeNeering GmbH, the following classification applies:
Priority | Name | Example |
1 | System not available | Application unavailability. If "any" country or department within a country is not working, the service is not available or is responding. |
2 | Priority High | Incident that prevents the effective use of the system and affects a large number of users or causes inconvenience to all users of the system. A catalog with a maximum of 100,000 items does not work. |
3 | Priority middle | Problems and incidents related to single or few users. This includes service requests like creating a new web form, a catalog with over 100,000 items does not work, a punch-out catalog does not work, etc. |
4 | Priority low | Issues and incidents related to individual users that have a workaround in place. This priority also includes more complex service requirements. |
5 | Change Request | Change requests from the customer. The delivery time must be planned and depends on the planning of the Catalog Cloud releases and the hotfix planning. |
3 | Subject
Please enter an appropriate name for the subject.
4 | Message box (Message)
Here you can enter your message. Please create a ticket according to the chapter "How to create a ticket?".
5 | Additional Attributes
Here you have the possibility to set additional recipients in CC. Also you have the possibility to add an attachment here.
6 | Full name
Please enter your full name here.
7 | E-Mail
Please enter your e-mail address here.
8 | Region
Please enter the country you are from.
9 | Privacy policy
Please confirm the privacy policy.
10 | Create Ticket
Use this button to create the ticket.
11 | Back to Knowledge base home
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