Report a request

Step 1: Create an Email 

• Create an Email with your usual Email client (like MS Outlook or Mozilla Thunderbird)
• Set the receiver to the address servicemanagement@etas.com
• Add the summary of your request to the subject of the Email
• Add the description/details of your request into the Email´s body 

Step 2: Send the Email

Send the email as usual by your Email client

Step 3: Receive the ticket creation confirmation

Your ticket will be created and you will receive a notification via email with the ticket id (key, like MCSUPPORT-0123) and the summary. 

Note: 

• receiving the confirmation can take a while (some minutes)

Step 4: Commenting on the request

If you like to comment your request (for instance to add details) than reply to the received Email and keep the ticket id (key, like MCSUPPORT-0123) in the subject. 

Note:

• without an existing ticket id (key, like MCSUPPORT-0123)  in the subject you will create a new ticket. 

• How to resolve, close or cancel a ticket?

Report an incident

Step 1: Create an Email 

• Create an Email with your usual Email client (like MS Outlook or Mozilla Thunderbird)
• Set the receiver to the address servicemanagement@etas.com
• Add the summary of your request to the subject of the Email AND
  • add the keyword [incident] to the subject (inclusive the brackets) OR
  • add the keyword [highincident] to the subject (inclusive the brackets)
• Add the description/details of your request into the Email´s body 

Note: 

• the use of the keywords depends on the priority you want to raise with the incident
• use a high priority only in cases the incident has a high impact. For more details about priorities and impact check your service level agreement or this page 

Step 2: Send the Email

Send the email as usual by your Email client

Step 3: Receive the ticket creation confirmation

Your ticket will be created and you will receive a notification via email with the ticket id (key, like MCSUPPORT-0123) and the summary. 

Note:

• receiving the confirmation can take a while (some minutes)

Step 4: Commenting on the request

If you like to comment your request (for instance to add details) than reply to the received Email and keep the ticket id (key, like MCSUPPORT-0123) in the subject. 

Note:

• without an existing ticket id (key, like MCSUPPORT-0123)  in the subject you will create a new ticket. 
• without the keyword [incident] in the subject line of the Email you will create a ticket of type request
• How to resolve, close or cancel a ticket?