The first items on the list are raising a Verne or Magellan Incident. By "Incident" we mean you have come across an unexpected result when using the system.
The process is the same either for Raising a Product Incident (Verne Issues) or raising a Magellan one.
For the purposes of this guide, I have selected "Raise Product Incident" by clicking on it, however it is the exact same process when you select "Raise a Magellan Incident"
Mandatory Fields
You are now directed to a form to capture the information the Foster Moore team will need to review the issue and address it. All the fields that are highlighted in red with stars are mandatory fields to complete.
Summary: Provide a brief description of the incident
Affected environment: captures the environment in which the incident was experienced – Production or Non Production.
The Impact defines the amount of users who are impacted. The following definition should be applied
Impact
- Critical: All users effected or VIP impacted.
- Serious: Multiple User effected i.e. entire department, effected site/location, effected user group
- Medium: Multiple User effected across varying departments/sites/user groups.
- Low: Individual User
The Urgency defines the Business Impact and should be based on the following definitions
Urgency
- High: Critical business Functionality is impacted, Security has been breached, Critical business deliverable which are time sensitive are at risk, the business is at risk of reputational/financial damage.
- Medium: Critical business functionality is impacted with no short-term risk to deadlines, financial or reputation loss.
- Low: Non-Critical business functionality are impacted, as non-critical there is risk to deadlines, financial or reputation loss
It is always key to provide as much information as possible to help complete the analysis of the issue and get a resolution as quickly as possible. This includes:
- Steps to reproduce the issue
- Number of users affected
- Any relevant screenshots
- Expected and actual results
Description Field
You will need to provide as much information as possible to enable the configurators to carry out a root cause analysis. This should include:
- Steps to reproduce
- Expected results
- Actual results
- Number of users impacted
- Screenshots/recordings (these can be uploaded via the “Attach File” button).
Once all the above information has been added, then click on the submit button.
Non Mandatory Fields
Product: A drop down field that identifies where in the product the issue is located.
Capabilities: A drop down fileds that lists the various capabilities within each product.
Client Internal ID: Used to capture a clients internal incident tracking number, if applicable. If the client uses and internal system, then there should be a corresponding ID populated here.
Client Reference: A free format field that can capture any additional information that a client needs to track.
Once all the relevant information has been captured, click the Submit button on the upper right-hand side and you will receive the below confirmation that the ticket has been successfully submitted.
When you have submitted your ticket, you will get a screen to advise you the incident number for future reference.
