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

Bad

actual price of pdt : 24.87

i made a mistake while registering the price 😕

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:

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Do: Resolve the threaded comments once it is settled