Service and support: tickets, SLAs, changes and warranties

#Before you start

1. Statuses (seeded: open, pending, resolved, closed) and priorities (seeded: critical, high, medium, low) in Statuses and Priorities.
2. Agent groups (with auto-assign if wanted), business calendars and holidays.
3. SLA policies (SLA policies) and escalation rules.
4. Grant permissions to the seeded Service Desk Agent, Change Manager and Problem Manager roles — they are created empty.

#Default SLA targets

An SLA policy chosen on the ticket wins; otherwise BSuit picks the most specific match: priority and category, then priority, then category, then a catch-all. Due times follow the business calendar.

#1. Log and work a ticket

1. Create the ticket in Tickets (or Incidents / Problems): type, category, priority, channel and description.
2. BSuit applies the SLA and, if the agent group auto-assigns, assigns an agent.
3. Work your queue in My assigned. Set Pending while waiting on the customer — the SLA clock pauses and due dates shift when work resumes.
4. Resolve. The customer is emailed a one-time satisfaction survey.

#2. Escalation

Every minute BSuit marks tickets past their resolution due time as escalated and fires matching escalation rules (trigger “SLA breach”), notifying the agent, group or an email list, with repeats and levels. Other trigger types are not acted on.

#3. Problems and known errors

1. Link related incidents to a problem.
2. Record the root cause and workaround, then Promote to known error — it is added to the known-error database for agents to search.

#4. Change requests

1. Create the change in Change requests; submit it, or submit it for CAB review.
2. Add CAB approvers; each votes approved, rejected or abstain.
3. Move the change through approved → scheduled → implementing → implemented → closed (or failed).

#5. Customer support portal

1. Customers raise tickets at Support portal with their email and subject; attachments are virus-scanned.
2. They check progress with the ticket number and email, read the knowledge base, and rate the resolution (CSAT and effort, 1–5, once).

#6. Warranties and RMAs

Check coverage by serial number in Warranties (active, expired, not started, inactive). Service returns are handled in RMAs (requested → approved → received → inspecting → replaced, refunded, rejected or closed); a refund posts a journal through the JV-RMA-REFUND workflow. Warranty coverage is not checked automatically when a ticket is logged.