To: AMP Everyone
Team,
In order to help IT provide
faster and more efficient service, please be sure to provide details on the
issues you are encountering. Here are some guidelines, and tips that will help
streamline this process: What
Information Should Be Included in a Ticket?· What software (Outlook, 1Staff, Word, etc.)
and/or browser (IE, Chrome, etc.) are you using?
· What were you doing when the error/problem
occurred? Please list the steps you took.
· List the specific record # (contact ID,
application ID, etc.) and/or click the ‘Email a Link’ button in the ribbon and
include the URL
· Include a screen shot of the issue – please
be sure it’s large enough for us to read. The Snipping Tool will help you do
this quickly. Just click New and then click and drag to capture the image you
want to send.
· If the error is in 1Staff and there is a
‘Download Log File’ button: Click "Show technical details". Click
"Download Log File". Open the document that downloaded. Then copy and
paste the contents of the document into your reply.
Only Call
for Urgent/Work Stoppage Issues
If you are unable to go to AMO or unable to send an email
–OR– if you are experiencing an urgent/work stoppage issue, you can call Ext
8667.
Please do not call anyone in IT directly or if it is not urgent
or preventing you from working and you are able to go to AMO or send an email.
1Staff
Errors – Compliance
If the error is in 1Staff, please read the error message
before submitting a ticket.
If the error message indicates the issue is related
to compliance, please escalate the issue to compliance/quality instead of
submitting a ticket.
If the compliance/quality team member is unable to resolve
the issue, they will submit a ticket and cc: you.
Example:
Please let me know if you have
any questions.
Thank you,