Best Practice for creating a Ticket
In order to process your request quickly and efficiently, we need meaningful & detailed information from you.
Below you will find best practice for opening tickets and examples of meaningful ticket content.
You can also find more information about MyCOSMO at MyCOSMO - Your customer portal and at MyCOSMO - Your ticketing system
Title and subject - Informative & meaningful
Give your request a clear and informative title so that we can recognize the topic at first glance.
This title is also used in accounting and communication.
Examples:
| Informative | Uninformative |
|---|---|
| Purchase order BE123456: Delivery cannot be posted | I cannot post |
| Sales invoice: Header text is not printed correctly | Document problems |
| Customization of article table: New field "Class" | Support with programming |
Description - Detailed & understandable
Describe your request clearly and comprehensibly, and support it with pictures or recordings:
| Question | Example |
|---|---|
| Which process/process step are you in? | „Ich möchte eine Einkaufslieferung über die Bestellung buchen“ |
| With which action does this problem/question occur? | "I click on Pook -> Deliver" |
| What is the goal/what follow-up process should be started? | "Now the delivery for the second line should be booked with 10 pieces" |
| What is the specific error message, the question? (Preferably with picture) |
"The error [Stock cycle necessary...] appears" |
| What solutions have you already tried? | "I asked my key user, unfortunately she couldn't do anything with it either" |
| Which database/client are you in? | "I am in the productive environment in the client main company Cronus AG" |
| Is there an example of reproducing the error/question? | "You can reproduce the error with order BE2024-123" |
| How urgent is the problem? | "It's a pack of gloves for production, it's not time-critical" |
| What solutions have you already tried? | "The booking matrix was checked without result." |
Priorities - urgency and relevance
Please select the correct priority for your ticket. The priorities and processing times are defined in our service level agreements (SLA). Please check whether your desired priority matches the definition in your service level.
In the event of immediately serious problems, please also call us after the ticket has opened. This will enable us to deal with the issue as quickly as possible
Examples of serious problems are
- No user can log in
- It is not possible to work in the system
- Your ERP or CRM system is not accessible
Please give us an assessment of the priority based on the impact on your business so that we can make a correct qualification. This will help us and you to follow up all requests with the appropriate priority.
The following questions can help you determine the appropriate priority:
- Are central and time-critical value creation processes disrupted?
- Are central and time-critical interfaces disrupted?
- Are there alternatives for continuing the process?
- Does the problem affect a majority of users?
- Is it a functional enhancement in an existing or new process?
Please include this information in the ticket.
Pictures and appendices - Helpful & illustrative
Attach detailed images, further documents or sample data so that we can fully and transparently understand your request.
Examples in the test system - comprehensible & up-to-date
In many cases, it makes sense to simulate processes that cause questions or errors in the live system in the test system. This has the advantage that live operation is not disrupted and you can run through the issues in detail without affecting your live data.
Suggested dates
Please let us know when you would like to arrange a meeting, but please allow some lead time in accordance with the agreed service level.
If there are any substitutions or times when you are not available, please let us know.