Mandatory fields

The following fields are mandatory therefore, they should be filled. If these fields are not filled the issue might be handled slowly or inefficiently.

  • Subject: brief problem description.
  • Description: accurate the problem by explaining each detail and signature of the issue author

  • If a page doesn't work as intended, please specify the page, the problem and the exact problem. We suggest you attach a screenshot of the page (see paragraph below “Other fields”)

  • Dossier: number of the dossier which displays the described problem (this field has to be filled only if the issue regards a booking). Please pay attention and don't confuse it with the service. You should fill in this field even if you have already written the dossier number into the subject

  • Service: number of the service which displays the described problem (this field has to be filled only if the issue regards a booking). Please pay attention and don't confuse it with the dossier. You should fill in this field even if you have already written the service into the subject

  • Dataentry: please flag the box “data entry” only if the issue is concern the data-entry problem

  • Supplier: insert the supplier for which the issue needs to be opened

  • Priority: please choose the priority from the drop-down menu. The available values are listed below, from the most urgent to the least:
    • Immediate: to be used only in case you cannot access the system or the whole section is totally unavailable - feedback in 4wh
    • Urgent: to be used in the case to avoid loss of money/resources - feedback in 8wh
    • High: to be used in case of issues affecting the parts which are highly used system features - feedback in 12wh
    • Normal: to be used as default if you don't think there are reasons to set it as high - feedback in 24wh
    • Low: to be used for things that "would be nice to have" (small issues, useful but not mandatory improvements) - feedback in 40wh

The technicians can change the priority if they believe that the indicated one is wrong. For example, a priority could be lowered from “Urgent” to “Normal” if the check-in of the reservation is one month later.