FAQ - How to fill the ticket submission form

TABLE OF CONTENTS

• 1. Why is this important?
• 2. Context :
  • 2.1 Support Run
  • 2.2 Project Integration 
• 3. Setting the priority
  • How to Interpret Priority Levels:
• 4. What this is about ?
• 5. Share logs!
• Best Practices

Selecting the correct context is essential to ensure your ticket is routed to the appropriate team. This helps streamline the review process and maintain a smooth workflow.

1. Why is this important?

Selecting the correct context and priority ensures your ticket is assigned to the right team and processed quickly. Providing complete details helps avoid delays.

2. Context :

This field identifies the situation for which the ticket is opened:

• Support Run: For issues in a live production environment.
• Project Integration: For tickets related to an ongoing project.

2.1 Support Run

If you choose Support Run, you’ll see:

• Types of Issues:

  • Production Incident: Issue in a live environment.
  • Test Platform Issue: Issue in a qualification environment.
  • Information Request: Questions about product usage.
  • Change Request: Planned or desired changes.

• Priority: Set the urgency of your request. To set the priority of your request

2.2 Project Integration 

If you choose Project Integration, you’ll see:

• Type: Specify the nature of your request.
• Environment: Indicate the relevant environment.
  Priority: Set the urgency of your request

3. Setting the priority

Priority impacts response time and SLA. Use “Major” or “Critical” only for live production incidents; these trigger an immediate 24×7 task force aler

How to Interpret Priority Levels:

• Low: A question or minor issue; the service is fully operational.
• Medium: The service is slightly impacted but still functional.
• High: The service is significantly impacted but not “Partially Down.”
• Major: The service is Partially Down
  (or for SDK: major bug or major incompatibility)
  → Entrust on-call is triggered
• Critical: The service is completely Down
  (or for SDK: critical bug or critical incompatibility)
  → Entrust on-call is triggered

4. What this is about ?

This field helps support identify your issue. Based on your choice, additional fields will appear. Fill in as much detail as possible:

• Timestamp (with time zone)
• Phone model & number
• Wallet ID
• Request ID
• URL
• User Token ID
• TSP Token Reference
• Card ID

5. Share logs!

Whenever possible, attach logs in .txt format. Logs help the support team start troubleshooting immediately and avoid back-and-forth requests. 

Best Practices

• Provide complete and accurate details.
• Use the correct priority to avoid unnecessary escalations.
• Share logs upfront for faster resolution.