It's All in the Details (Ticket Details, That Is)

The Provisio Partners Help Desk Team prefers to receive a single ticket for each support-related request. Additionally, the Provisio team may ask to schedule a working session to help bring items to resolution more efficiently.

When submitting tickets to the Provisio Partners Support Desk, please provide as much detail as possible. We offer the following list for your consideration. 


General Details

  • Products / Features In Use
  • What Happened? 
  • Expected Outcome
  • Error Message
  • Steps to Reproduce 
    • URL / ID


Details by Request Type 

Field Creation

  • What should the field be called (values will need to be 40 characters or less)?
  • Is help text needed? If yes, please provide. 
  • What profiles should have access to the field?
  • Where should the field be placed (specific page layout(s) as well as location on layout)?
  • Should the field be required at the field level? On all or any layouts? 
  • Length of text field or number field (and decimal places) 
  • Filter details and secondary field to be included, if lookup field
  • If a picklist field: Should this be single picklist or multi-picklist (values will need to be 40 characters or less)? To which record types should the values be available? Are there any picklist dependencies? 

Field Removal or Edits

  • Who should not be able to see the field?
  • Should we remove the field from the page layout or only certain profiles need/do not need to see the field?
  • When requesting an edit to a field: include the exact name of the field, the object the field is on, and the page layout the field is on if there is more than one page layout. 
  • If you are asking for items to be moved around, it’s best to use screen shots and lay out exactly how you would like the fields to flow with numbers and also if it’s on the right/left side of the page layout. 
  • Removing/Adding picklist values: To which Record types should the change apply? (For example: on Intake object ‘Incoming’ record type)

 

Removing/Granting Access

  • Which profiles need this access? Which profiles should this apply to and which ones should it not apply to?
  • If saying access to an object is needed, please specify:
    • Level of access: Read, Edit, Create, Delete
    • To which record types on the object should a profile have access?
  • If the issue is with field-level access, should the access be edit or read-only?

Errors / Defects 

  • User experiencing the error
  • Are other users experiencing the same error?

Images / Videos are always helpful. Details such as Objects, Record Types, Section Headers should be used when applicable to detail the changes or defects.


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