Index

Tasks can be created in different ways

In the Service Desk Customer Account

The Customer’s representative who is already a Service Desk user shall establish the Issue in the Customer Account website https://support.burti.lv

• User login
  
• Burti Service Desk>> Choose your necessary topic:
  
  
  • Service request and Product info 
    
  • Changes in Users or Services
    

• Fill in Summary and Description of the task >> Send
   

Using Burti support mailbox

The Customer’s representative sends an email to support@burti.lv, which automatically creates the Service Desk Issue;

By phone

The Customer’s representative places a call by phone or orally. In such case the Contractor creates the Service Desk Issue on behalf of the Customer’s representative

Useful information for creating tasks

1. For the Contractor to approve the Issue, at least the following parameters of the Issue need to be know:
   1. First name and surname of the Customer's representative
   2. Customer’s name
      1. If the customer serves several companies (for example, an accounting office), it is necessary to specify to which company the specific task applies 
   3. Comprehensible description of the Issue - Summary and Description fields are filled in:
      1. Attachment - additional file and/or image can be added, to allow better understanding of the task 
      2. Share with - allows to define the level of the access to your task, because each user is added to the specific company group and in this group can be several other users 
         1. No one - task will be visible only for the user who created the task
         2. Company name - task will be visible for all company users
2. If the Customer’s representative does not have Service Desk user, it will be created automatically or manually by notifying thereof to the specified email of the Customer’s representative 
   1. When creating a new Service Desk user, a Customer or Contractor has to register it with Service Desk Issue. 
3.  In case this information is not specified, the Contractor reserves the right not to approve the Issue for performance. It will be delivered to the Customer or the Customer’s representative, who has placed the Issue for the purpose to update the necessary information.
   1. The Issue shall be deemed created, if it has the status OPEN

   2. A unique identifier is allocated to the Issue, which is used upon administration of the Issue’s updates, status, responsible persons, priorities, and other parameters, as well as for the purpose to assess working hours, records and payments (image - DESK-11951)

Status of Service Desk tasks

1. The Issues where the estimated time necessary for solution does not exceed minimum time-keeping Interval shall be solved without additional coordination with the Customer. The Interval is set at 60 minutes. Service Desk task status for such Issue is changed from OPEN to IN PROGRESS
   
    
2. The Issues where the estimated time necessary for solution exceeds the set Interval are sent to the Customer’s responsible representative along with assessment of the estimated time (hereafter, the Estimate) and proposed Performance Time for approval, using the issue tracking system Service Desk (status - ESTIMATED)
   1. Customer can ACCEPT THE ESTIMATE or CANCEL THE REQUEST
      
      
3. If the Customer accepts the Estimate (status ESTIMATE ACCEPTED), then the work on the Issue is commenced within Performance Timeline or the timeline set out for the Customer’s Service Level.
4. In case of performance of the Issue it is delivered to the Customer’s representative for verification (status WAITING FOR CUSTOMER)
   1. Customer can ACCEPT THE SOLUTION or REOPEN the issue
      
5. The accepted and automatically accepted Issues which are to be deployed in the System’s Operational Environment shall be respectively flagged by the Customer’s representative (status ACCEPT THE SOLUTION) and assigned to the Contractor (status INVOICE).
   1. Customer's representative should add a Comment together with acceptance if it's necessary to add extra information on when the Issue can be deployed in the System’s Operational Environment (status REOPENED)
   2. The Contractor shall from time to time mark one or more solutions of the Issues flagged by the Customer in Service Desk as ready to be deployed in System’s Production Environment (status READY FOR DEPLOY)
6. If no specific objections are expressed or questions raised within the set timeline the Issue is automatically deemed accepted and closed (statuss CLOSED). 
7. If specific deficiencies are discovered in the course of verification, the Customer shall record the deficiencies along with all required information in a form of screenshot, video recording, data samples, and reopens the Issue (statuss REOPENED) by assigning it to the Contractor

Registering a new Service Desk user

Every new Service Desk user has to be registerer in a separate Service Desk task.

In the Service Desk Customer Account

1. Service Desk >> Changes in Users or Services >> Add New Users
2. In Summary just specify that you need a new Service Desk user
3. In Description provide with new user's:
   1. e-mail address
   2. first name and last name
4. Click Create
5. Contractor shall create a new user and send all the details to new user's e-mail address
   

Using Burti support mailbox

1. Send an e-mail to support@burti.lv
2. In subject write "New Service Desk access"
3. In text provide with new user's:
   1. e-mail address
   2. first name and last name
4. Contractor shall change the Service Desk type after it is created
5. Contractor shall create a new user and send all the details to new user's e-mail address

By phone

1. Give us the details about the new user:
   1. e-mail address
   2. first name and last name
2. Support representative shall crate a Service Desk task with all the details
3. Contractor shall create a new user and send all the detail's to new user's e-mail address