Meaning of each field in the support ticketing system


Subject - this is a short and precise description of the issue. This is similar to the subject line when composing your emails.

Related articles - the section on the right of the support window that shows solutions similar to the key words or phrases you have used in the Subject. You might find a solution to your problem in the articles without a need to raise a support ticket with us. The solution database will continually be updated for more content on different issues or requests.

Email Address -  your company email address. Please make sure you properly enter your email address for the system to identify you. New employees will receive an option to enter their name i.e. Christopher Kwetu

Requestor Entity - the Alistair company you are raising the issue or request from. This is where you are working from.

Requestor Dept - the department you are working in i.e. Road Freight, Material Handling

Device Type - this is the device the issue is related to or happening on. For example, Smartsheet is failing to load - this is happening on your Laptop or Mobile Phone or Tablet, select one option.

Software/Service - this is the software or service being affected by the issue. For example, InterAfrica website is not reachable - the service will be Inter Africa - Transport Forex.

Type - this is the area your issue falls into. Your issue or request can be Telematics, Smartsheet, Trip Log or SAP related. Anything related to your laptop not working or printing issue, internet or Microsoft Office will fall under Desktop Support.
Category - this is a specific area of your issue or request and touches on the hardware, software or service being affected.

Issue/Request - this is the actual issue or request you are raising. This helps us to immediately identify the solution to provide and address it in a timely manner.

Description - you can provide more details on the issue. It will even be more beneficial to us to understand the issue background and provide an appropriate solution in a timely manner. Put in the error message as well in this section.

Attach a file - attach a file to supplement your request or issue. If its a Word or PDF file that is not opening, you can attach it here. You can also attach the error screenshot file here.