PANTARIS Support

You are viewing an old version of this page. View the current version.

Compare with Current View Page History

« Previous Version 15 Current »

To consider

Use this way of ticket creation in case our web-based ticket portal is not reachable.

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 PSID-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:


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 PSID-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 PSID-0123) in the subject. 

Note:

  • without an existing ticket id (key, like PSID-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?





Example for an Email for creating a request:















Example of an Email for creating an incident:











Example of commenting an Email:


  • No labels