Mandatory Fields

The following fields are required. If these fields are not filled in, the issue may be handled slowly or inefficiently.

• Tracker: for service requests please consider “Support”

• Subject: problem reference

• Description: section where you have to explain the problem in every detail, with the signature of the user authoring the support request. If the malfunction concerns a specific page, we recommend that you also attach a screenshot (see section “File and Create”)

• Priority: choose priority from the drop-down menu. Available values are listed below, from most urgent to least urgent:
  • 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: default - feedback in 24wh
  • Low: to be used for useful but not mandatory improvements - feedback in 40wh

Technicians can change the priority if they think that the one indicated is wrong. For example, a priority might be lowered from “Urgent” to “Normal” if the reservation check-in is one month later.

• Dossier: this field must be filled out only if the problem concerns a reservation with a Dossier number (code beginning with “F”)

• Service: this field must be filled out only if the problem concerns a reservation with a Service number (code beginning with “B”)

• Dataentry: check this box only for requests to create a new hotel or to modify an existing hotel

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

• Netstorming priority: define a priority number up to a maximum of 10. For ordinary problems, we recommend using a conventional value of 7. The priority can be changed by Netstorming staff