Submitting a Sev1 Ticket Through Slack

Overview

Utilizing Slack for submitting Sev1 tickets ensures rapid action and resolution. By using the /zendesk shortcut in the scc-it channel, critical issues that impact all users are instantly brought to the attention of the IT team. This enables faster communication, immediate prioritization, and swift problem-solving.

This streamlined process helps minimize downtime and ensures that urgent matters are addressed promptly. Please use this process exclusively for Sev1 issues to ensure all users benefit from quick resolutions.

Step-by-Step Process Flow:

1. Launch the Slack application and navigate to the scc-it Channel:
   • In the Slack sidebar, locate and select the `#scc-it` channel.
2. Use the /zendesk Shortcut:
   • In the message input box, type `/zendesk` and press Enter.
     
3. A Zendesk ticket submission form will appear. Fill out the required fields with relevant information.
   • Ensure the Zendesk Subdomain says "Tollanis Solutions".
   • Enter a subject in the Subject field (e.g., System-Wide Outage: "Complete Network Downtime")
   • The Requester field is automatically filled out so leave it as is.
   • It's important to select the correct assignee in the Assignee field. Just type in SCC Support Team and select it from the drop-down field.
   • In the Description field, include detailed information about the problem.
     
4. Once all required information is filled out, click the Submit button to create the ticket.

Submission Confirmation

A confirmation message will appear in the `#scc-it` channel, indicating that the Sev1 ticket has been successfully submitted. See the sample below:

Follow Up:

• Monitor the `#scc-it` channel for any updates or responses regarding your Sev1 ticket. Be prepared to provide additional information if requested.
• Updates will also be sent to the requester's email address.

Tips:

• Ensure that the information provided in the ticket form is as detailed and accurate as possible to facilitate a swift resolution.
• Always double-check that the severity level is correctly set to Sev1 (URGENT) for critical issues.