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.
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.
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.
- 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.
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?