Changes in support request form

In order to optimize our support and better qualify your request we will make the following changes on our support request form. 

Step 1 - February the 16th 2021 

Additional fields 

1) Use of the field environment impacted

We will add an extra mandatory field in the request form to better understand which environment is impacted: 

• Production 
• Staging 
• All
• Pre-production 

Why this additional field? 

This will help us focusing directly on the impacted environment(s) and reduce the number of back-and-forth questions. 

2) Use of the Persons impacted field. 

We will add an extra mandatory field in the request form to better understand how many user or employee are impacted by the issue/request: 

• 1 
• Several 
• Everybody 

Why this additional field? 

This will help us understand the priority of the issue/request and better focus our efforts to better serve you. 

3) Use of the field “Type of request” as a Mandatory field 

We will add an extra field in the request form to better understand and follow-up your request. 

The “Type of request” field will have these 4 choices: 

• Incidents for an issue that is or might be due to a bug in PeopleDoc tools   
• Problems for an issue that is due to a misuse, an error in our solution use by our customer 
• Questions for any question regarding how our solutions work 
• Tasks for an action you ask PeopleDoc to do which is not incident or problem related 

Important Note about Incidents and problems: 

It is not easy for you, as a customer, to determine whether the issue you encounter is the result of an issue in PeopleDoc solutions or a misuse of the solution on your side. 

If you have any doubt, do not hesitate to select Incidents, our support teams and engineers will later revise the type of request whenever the reason of the issue is understood. 

Why this additional field? 

This additional field will facilitate our discussions relating to the Resolution SLA respect discussions for Urgent and High severity tickets; optimizing our time to better serve you. 

It will have no impact on our first answers SLA. 

Step 2 - Q1 2021

Revamping the “Type of issue” field 

Once the step one changes will be applied, we will focus on simplifying the type of issue field and making it more accurate. 

Our solutions are evolving very regularly, and this field hasn't been revised enough throughout time. 

We will focus fully on two aspects to revise this field: 

• Which solution the request is related to  
• And where in the solution 

Why this revising this field?  

Currently there are many choices in this field that are not accurate enough to help us to focus properly without asking you too many questions. 

For example, “Environment of test”, “Employee File Management > Bug/Incident” or “Employee File Management > Distribution” are not accurate enough.