Service Desk Guide
1. Login Page
In this document, you will find a quick guide on creating a ticket in the Gamanza Engage Service Desk. Details regarding the information needed and other documents to consider will be also explained for a better understanding of this process and faster resolution.
2. Select the type of ticket required
For each type of ticket, you will find a short description of its usage.
* The difference between the Incident and Bug is the priority of the issue based on the SLA agreement as the incident is considered “an issue that has resulted in a fundamental loss or outage of services that block the business continuity and/or success of the Customer.”
3. Fill out the form
Please provide the information requested according to each ticket type. This will help us understand clearly your needs and/or issue report to initiate the proper investigation.
4. Share with your Organization and Save
Before saving, the ticket can be shared with the rest of the client’s team for visibility and easier follow-up. Please check for your organization name on this step. Any other contact with the Service Desk access, considered a member of your organization, will be able to follow up on the created ticket.
5. Keep the track of your case
Check on the list of open tickets previously created; you can access ‘Requests’ in the top right corner drop-down by clicking the icon with your initials.
6. Incident Types & Definitions
On the other hand, an important step when filling out the form is the priority of the ticket, which should be indicated based on the Service Level Agreement. Please find a summary of the details to consider for this step:
Definitions:
“Blocking Incident”
is an issue that has resulted in a fundamental loss or outage of services that block the business continuity and / or success of the Customer. Examples include: Denial of Service attacks, the Software becomes universally inaccessible, the Software connection and communication with the Customer’s software Casino Gaming Platform is completely disrupted and Events are not being received and activity not registered against End User accounts. Resolution to a Blocking Incident is delivered through a patch, Update or by other means and will be delivered and/or installed in the Production Environment of the Software and/or Operator Website, as applicable, as soon as possible. Blocking Incidents are given highest priority in the Ticket Management System (P0).
“Critical Incident”
is an issue that has resulted in a major disruption to a service or can reasonably be considered as the Service fundamentally not working in accordance with Specifications. Examples include: Non-delivery or triggering of bouses or rewards as configured, points or virtual currency not being accumulated as configured, or individual Personnel of Customer experiencing issues with critical parts of the Software. Resolution to a Critical Incident is delivered through a patch, Update or by other means and will be delivered and/or installed in the Software and/or Operator Website, as applicable, as soon as possible. Critical Incidents are given high priority in the Ticket Management System (P1).
is an issue that has resulted in a minor disruption to a Service that has not resulted in mis-calculations or delivery failures. This may include Front-end Widgets not displaying information correctly or reports/analytics are not displaying correctly. Resolution to a Medium Incident is delivered through an Update and will be delivered and/or installed in the Software, as applicable, in accordance with Gamanza’s regular Software Update schedule. Medium Incidents are given medium priority in the Ticket Management System (P2).
is an issue that has resulted in small or trivial functional impacts on the Operator Website or Software or the operation thereof. Examples include: graphical issues that do not adversely affect the performance of the Operator Website. Resolution to a Minor Incident is delivered through an Update and will be delivered and/or installed in the Software, as applicable, at Gamanza’s discretion. Minor Incidents are given low priority in the Ticket Management System (P3).
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