Scope definition of ticketing automation bangladesh
Notes
1. TrainingManual
WIFI password:!gsikop!
• Loggingin:
• Loginto your computerbyusingthe informationgiventoyoubythe manager.Follow
steps1 thorough3.
• Loginto ClientIQby usinggsiccorpUSERNAMEandenteringthe passwordyouloginto
your computerwith.
• NOTE: anypasswordsrelatedwithEBayshouldhave aspecial characterat the end.
• NOTE: It isalwaysuseful tolookatthe wiki pageswhichhave alotof information.
2. • ClientIQ:
• In ClientIQyoucannotuse rightclickcopy/pastyoushoulduse eitherthe keyboard
shortcuts(ctrl + c/v) or rememberthe keyword(s) orticketnumber(s)
• NOTE: some ticketsare done bythe CPSA (clientProductionSupportAnalysts)andyou
will findinformationonthatthroughhere atthe verybottom:
http://confluence.gspt.net/display/PS/Ops+PS+off-
hours+Support+Process+for+Client+PS
• NOTE: If Before workinghours(09:00) there are no exceptionsyoucanworkon these
tickets.Same goesforafterhours(17:00)
• If ticketis one of the clientsof CPSA but the ticketisopenedbyCustomerservice you
can acknowledge itasa normal ticket.
• Get startedfromthe leftnavigationbarthennavigate toActionQueue TS New
Tickets Request/Incidents.
3. • NOTE: Incidentsare more of a prioritysince theyhave anSLA Violationtothemand
mustbe addressina timelymanner.Dependingonthe numberof ticketsinwhichever
categoryit isideal totry to decrease the numberof ticketsto0 hence if a categoryhas a
lotof ticketsitis ideal towork inthat categoryto minimize it.
• NOTE: to make a ticketintoa P1 youwill needapproval frommanager,unlessitiswith
inthe PSPreapprovedescalationsdocument
• NOTE: devalue OGC eGC will be aP1 if requestedandsenttothe JDA team.
• As well asticketscontainingIntradayorprovide SQLQueryMainP1s are outagesor
otherseriousissues.
• Selecta ticketandread throughthe summary.Investigate the ticketandfigure outthe
problem.
• Case1: If the ticketneedstobe transferred,readthroughthe summaryand
make a well educatedguessastowhichteamto transferand assignthe ticket
to. Once youknow the team youthengo to the top of the ticketselectTransfer
resourcesandeitherenterthe teamname or selectthe view all.
• Case2: If ticketneedsstatusupdate,dependingonthe statusyouwill needto
selectthe statusupdate taband selectthe correctstatus accordingly.
• Case3: Addmore research,if a problemislackinginformationornew
informationcomesinbutisnoton the ticketit iswise toadd themto the ticket
so that itis there forfuture references.Toadda commentyou will needto
selectthe addresearchbuttonand add the commentor researchthatis
relevanttothe ticket.
4. • NOTE: Some ticketsmightbe a combinationof 1or 2 cases or a combinationof
all 3 cases.
• Helpful tips:
• Issuesthatare relatedtoWebsite youcansendto eitherTSDWeb or to ECP CST
Webif the clientisanECP client.
• Issuesthatare relatedtoCreditcards/Giftcards/Virtual/Digital Giftcardscanbe
sentto TSD JDA or to ECP CST OMS if the clientisand ECP client.
• Certainstores/clientsthatare onour ECP platformhave theirownlaunchteam
where ticketswill be sentto.
• Sonyand petsmartlookat grouplistsforfurtherinformation.
• Issuesthatare relatedwithgomezorcatchpointyouwill needtoinvestigate
since theyhave 2 differentsteps:
• If it is a third party youwill needtosetstatusas “Work in progress”and
keepitassignedtoProductionSupportteam.
• If it is nota thirdpartyyou will needtoassigntoSysOpsteamandset
statusto “Work in progress”
• If you are notsure of a ticketyou can always searchforpreviousticketsby
selectingakeywordandaddingthe “%”before andafterin the searchmenu,
alsoselectingemptyforthe activitystatussothatyou can reference similar
ticketsthathave beenclosedinthe past.
5. • GOMEZ HITS: If the issue is multiple Gomezhitsor1 ops will saycanbe closedin
24 hours otherthanthat you notifythe tam.
• NOTE: whenlookingata clientIQticketyoumusttake note of the following:
• Who isthe client
• MAIN RESON:to know if clientisCSand the store ispart of the Client
ProductionSupportAnalysts(CPSA) thenPScanworkon it.
• The store
• To know the store.
• The resource group
• To know whoit isassignedtoat the moment.
• The clientservicesgroup
• To know whothe TAMis
• The PS resource
• If it is assignedtoanyof the CPSA
• Leave if it isbetween09:00 and 17:00
• Else if it isbefore 09:00 and after17:00 youcan workon
6. • If you needmore informationyouwill needtocontact
the clientandfor anything updates.
• The summary
• NOTE: forthe summarythe formatis STORECODE – DETEAILS.
• It isalso wise tosee whoopenedthe ticketsoyoucan have an ideawhoneeds
to approve closure.
• Some ticketswill require youtouse Epiphany.Whichwill helpyoulookuporder
numbers/pids/andotherinformation
• Some ticketswill require XMLfiles
• Ideal isto go to the engineeringpage
• SelectCRSfromthe Store Code dropdownmenu
• Andthenselectthe appropriate environment.
• YOU MUST REMOVE CC#!!!!
• You have to checkif storesare inLVS or SLC and go to the followinglinks
• http://csr.slcprd1.gsipartners.com/keymanagement/cryptoSupportJDAMsg.jsp
• http://csr.lvsprd1.gsipartners.com/keymanagement/cryptoSupportJDAMsg.jsp
• Ticketscan alsobe foundin the ProductionSupportsharedinbox folder.
• You can findthembygoingin to the ProductionSupportsharedfolderand
selectingdailyfoldersandthenselectingthe P3folder.Here youwill needto
investigatethe ticketsfurthertoknow whatto do inthe nextsteps.
• Ticketsrelatedtoan applicationproblem, youneedtosearchforthe problem, thenlink
the ticketto the problemfinallytransferittothe AIG teamand thenclose the ticketthat
was linked
• Similarlyif the ticketisrelatedtoahardware or infrastructure youwill dothe same
stepsexcepttransferittothe IEG team.
• Creatinga ticket:goto filesinthe leftmenuselecteitherrequest/problem/incidentas
required.Fill inall the requiredfieldsinthe ticket
7. • NOTE: Some ticketswill require youtogoto the bottomof the ticketand answera
question.NOTE:if youwantto add an attachmentitis wise tofinishcreatingthe ticket
firstthenaddingthe attachmentsince there are possibilitiesthataddinganattachment
mightgetthe systemstuckandif that happensyouwill needtorecreate the whole
ticketagain.
• ProblemTickets:problemticketsare special since some ticketsmightcome inandneed
to be linkedtoproblemtickets.Theseticketsthatare linkedare usedfortracking
purposesandonce linkedtothe problemshouldbe closed.
• Some ticketsthatare childrentoa parentticketand are in closure requiredstatuswill
require youtogo the parentticketsee whichstate itisinand closeditthenclose the
childticket.
8. • To close change orderticketsyoumust go to additional followedbyworkflowand
selectingthe currentworkflow byselectingthe numberonthe veryleft.Afterthatyou
will needtoeditandplace inthe correct workflow asneeded.
• NOTE: If a change orderneeds tobe canceledyouwill needtogoto the change order
ticketandinto the workflow andselectoption800and fromthe dropdownselect
change ordercanceled.
• NOTE: RequestonlyP1or P3 neverP2. For Incidentitcanbe P1 P2 or P3.
• NOTE: Petsticketswe will worknormallyon.
•
• Addinga userinclientIQwill needyoutofirst,searchif the userexists,afterthatyou
will needthe followinginformation,contacttype,accesstype,agroupor grouplist.
• Go to file andselectnew contact.
9. •
NOTE: You will have tosetrole as admin
• Once you enterlastname or username youwill thenneedtoselectmerge LDAP.
10. • Followedbyrightclickandselectingmergeinthe LDAPscreentoauto fill the user’sinfo.
• NOTE: Username will be gsiccorpcomputerlogin
• NOTE: fornotificationssetall toemail
• NOTE: sometimesyouwill needtomirroran existinguserwhichwill require youto
searchthe userand mirrorthe informationtothe new user.
• CreatingEscalationsfollow the followingmatrix
Acceptance criteria met? (files, images, steps, etc)
Recommended Priority
Recommended Group
11. Push list checked? (files, recent projects)
Brief description of Triage completed so far
Was the pre-approved matrix checked? (yes/no)
•
• Doapps.sh or ps_menu:
• You will needtouse anSSH tool (puttyif installed)
• HostName will be lvsprdfix01.gspt.net
• Port will be 22
• Once openeditwill askyouforusername andpassword
• The username isthe same as your login
• Passwordwill be G$ipass
• Enter sudosu - psfixprice
• Thenentereitherps_menuif USA/Canadaorps_menu.euif EU
• Readthroughthe listtosee whichcommandto use
• if you wantto update rosteryoushouldenterps_menu
• Thenenterdoapps.shreadthroughthe listof commandsto choose the one youneed.
• NOTE: doapps.shisforcache clears.
• See Cache clearsfor v9v10 doc formore information.
• Inbox:
12. • You will be assignedeithertobe onthe inbox or
inP3 folderwithexperience youwill be assignedtoP1and P2 folders
• In the inbox youwill be doingafiltrationbyplacingemailsintheirproperfolder.
• NOTE: Whenworkingonthe inbox youwill needtoaddressescalationsandpriority1
ticketsina timelymanner.
• If you are P3 folderyouwill take the same stepsasa regularclientIQticketlookupthe
numberandinvestigate. Once done withaP3 ticketyouwill place itinticketsupdate
completed.
• NOTE: whenworkinginthe P3 folderitisideal tomark the email youare workingonso
that othersknowyouare workingonthisparticularemail andtheycan move onto
anotherone.
• NOTE: Most of the time itiscommentsand otheractivitiesyouwill justneedtoknow
whatto do once you readthe title of the email.
13. • Special Events
• Special eventsrequire aP1 request.
• Addressperwiki page:
http://confluence.gspt.net/display/PS/Production+Support+Special+Events+Rep
orts
• Operational notifications
• Automatically getsa copy of any notification(Operational Notification,
Operational Announcement,andMaintenanceNotification)
• No needtomove the one we receive inthe Inbox tothisfolder,move itto
Outbound.
• Important
• Have importantemailsaboutchangesfromOscar.Shouldbe checkedat the
beginningof everyanalyst’sshift.
• IQ support
• ClientIQcreate,edit,terminate users
• Create groups
• ClientIQsupportemail
• EngineeringFYI
• Weeklyreport
• No ticketassociation
• Emailswithnoaction to them
• Invites:Accepted,declinedorCanceled
• CR/ECR Emails
• Release Planrelatedemails(deploys,etc.)
• Blackhawkemails
• The KruleAlertingCooperative@ebay.com
• Invitationtoa bridge call (onlyrelatedtoticketsmaybe)
15. • CR ticketsupdated
• Ticketsclosed
• Ticketsthat are closed
• Ticketscreated
• Ticketthat are createdbyPS
• oms ticketcontainingthe 3alertsmentioned.
• OMS orders:
• For OMS ordersissuesperthe detailsbelow. Attachedare examplesof the
alertswe receive andbelow are the appropriate actionsforeachholdtype.The
alertruns hourly7 daysa week. Analertisemailedwhenatleast1 ordergets
stuck formore than 3 hours.
• Pre Fraud CheckHold.Most of the time thisresolvesbyitself andcanbe
ignored. Create aticketif the pre-fraudholddoesnotgo awayon the
2nd or 3rd hr. Shouldbe assignedtoECPCST OMS to take a lookfirst.
2. Fraud Hold.Operationsteamlooksintothe orders.Theyshouldtryto
resendone ortwo ordersto Riskservice andsee if thatworks. If resending
doesnotwork,Risk Service businessteamorRiskService technicalteam need
to findthe associatedfailuresandprovide the same tothe ECPCST OMS team.
OMS can onlyworkonthe ordersonce the Error descriptionhasbeenprovided
by RiskService.
3. CC AuthHold.Can be assignedtoECP CST OMS to take a lookfirst.
Usuallyjust1 or 2 ordersappear.
• P3 Incidentsshouldbe openedforall of these typesof issues. If ordercounts
reach over5 andcontinue toincrease inthe upcominghoursplease escalate to
the necessaryparty(ie contact the on-call forthe responsible team). Ticket
shouldbe updatedtoa P2. If you see a highnumberof ordersimmediately
(over50), please escalate toaP1.
• If on inbox youwill needtosendnotificationif needed.
• Bestoptionisto get an oldernotificationformthe operational notificationfolderusitas
a templet,modifyaccordinglyandsendtomanagerforapproval.
• NOTE: adding[DRAFT] inthe subject,once done youcan remove the {DRAFT} from
subject.
16. • NOTE: Once sentyouwill eitherthenPlace [RESOLVED] or[UPDATEX]
• NOTE: if youstill have notresolvedandunsure whenyouwillgetanextupdate youcan
place keywordsthatwill allow youtopostpone the nextnotificationuntil acertaintime.
See the NotificationUpdate Keywordsdocument.
• Once done a notificationitwill be placedintothe Operationalnotificationfolder.
• NOTE: dependsonthe notificationif itisanythingotherthanSpecial events,itwill be
placedintothe operational,andif itisa special eventthenitwill be placedinthe special
eventsfolder.
• NOTE: bestoptionisto see the Inbox_Folderdocument.
• Maintenance notification,opennotificationcopypastanddone.
• Please see PS_Special_Events_Giving_In_Styledocumentif youneedtoaddressa
special eventalsocanbe foundinthislink:
http://confluence.gspt.net/display/PS/Production+Support+Special+Events+Reports
• NOTE: For a [Resolved] youwillneedtoreplaytothe threadwiththe updatesandtake
the informationthatwasworkedtoresolve the issue andcreate the notificationsendit
for approval.
•
• Bridge calls:
• For bridge call youwill needtodothe following
• For any outgoingcallsinthe US youwill dial 41 thennumber.
• For any offshores(India) youwill dial 4011 91 thennumber.
• To findbridge numberyouwill needtogoto the wiki andsearchbridge.
17. • Genericstatementssaidinanyconversation
• State your name and Productionsupport thenthe problemandaskto join
• If theyneedmore info,justtell themtojointhe bridge andtheywill getmore
information,orgive themthe ticketnumber.
• Contactscan be foundineitherEBT or ECT on call listwhichislocatedinthe wiki:
http://confluence.gspt.net/display/PS/ETB+On+Calls+Lists (EBTlist),
http://confluence.gspt.net/pages/viewpage.action?pageId=42564343 (ECPlist).
18. •
Most of the contacts can be foundon the lastresort whichcan be searchedinthe wiki.
• NOTE: It iswise toopenthe excel file everydaysince there mightbe some changes.
• Whencreatinga Bridge call you needtocreate a meetinginoutlookandinvite the
person(s) neededforthe bridge.
• NOTE: It iswise toread aboutthe issue before handincase youneedto call someone to
jointhe call.
• NOTE: whencreatingthe meetingyouneedtoselectthe besttimesforall parties.
• NOTE: whencreatingthe meetinginthe subjectline youmusthave Px CIQ#STORECODE
– Issue summeryfromCIQandin the locationthe Bridge number.
• NOTE: youwill needtocheckthe calendarto see whichbridgesare availabletouse.
• NOTE: please refertothe EBT, EPC andlast resortlinkslistedabove.
• Emailswith[RunSQL] in the subjectline,youwillcreate the SQLrun itand attach it to
the ticketthensenda notifytothe clientservicesgroup.
• NOTE: be aware if ticketisClientviewable ornot.
• NOTE: youshouldcheckthe wiki page to see if youare assignedtoa call.You can findit
on the homepage of the wiki.
19. •
• Emails,andnumbersforresources:
• eBayIncidentManagementteam;Email:dl-ebay-it-imdm;Tel:402-517-4545
• i5; Ronnell WaplesTel:484-683-5960
• Opscorrect email:OpsNotify@gsicommerce.com
• For Akamai DSA you can use the wiki tosearch forthe Akamai DSA cache clear.
• You will needtoonlyvalidate live DCandOff DC usingthe URL providedinthe ticketas
well forthe off DC usingthe URL providedinthe wiki page.
• Links: STORECODE.OFFDCprd1.int.gsipartners.comRESTOFIMAGEURL
