Dos

Creation

Do: Use the New button to create a SEV5

The New button should by default create your SEV5 ticket.

Do: Focus on the Issue and not the Resolution

When creating a Ticket it’s very tempting to write please do this instead of I have this issue because you might already have thought of a solution. However, most of the time you don’t have all the information to find the optimal solution. It’s therefore best to leave the handling team offer a solution.

You can however suggest a solution as long as your issue is clearly explained.

Do: Link Suppliers and Demanders

When tickets have relations to ‣ (field Suppliers) or ‣ (field Demanders) please link it to the ticket. You should link the ticket when the supplier/demander is the primary concern of the ticket. For example if a feed is bad, you should link the supplier, but you shouldn't link a supplier for which the tracking of the carrier its using is defective.

Do: Always specify if it's including taxes or excluding taxes when talking about prices

Donts

Dont: Add a Stockler in Followers unless he actively monitors the ticket

Adding the Stockler in this field will trigger him a notification for each update of the ticket, therefore please don’t add them if you’ve only:

• Discussed the subject with them
• Asked them a one time question

Dont: Set On Hold while asking for quick validation

When you ask validation, it’s either:

<aside> 🔃 As an exception to this rule, if you need validation of initial work to allow finishing the work you may use the On Hold status. However, you should clearly indicate in your comment that validation is blocking some work.

</aside>

Do: Resolve the threaded comments once it is settled