Version 40 (modified by lhella, 9 years ago)

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How to create a ticket

To submit a request about the Reference Data Services (RDS) System and Reference Data Library (RDL) you are encouraged to create a ticket in the RDS Support Operations Trac.

The RDS Operations Support Tickets are used for handling service requests concerning availability, technical & software support issues for the RDS tools/applications, as well as general questions. Operations Support Tickets are also used for handling Change Requests to the RDS System and RDL Content.

Make sure to read the section below to assure valid request registration. The following input fields are mandatory and needs to be carefully filled in before you submit your request:

  1. Summary, title of request
  2. Description of request
  3. Type, Task or Change Request
  4. Service Area
  5. Fill out your e-mail adress in the CC: field to allow notification.

Please do not edit fields which are not listed above as this is used by the RDS Operations Support team.

Service Area selection:
You have to 2 options for Service Area selection: RDS System and RDL Content.

RDS System: Requests that require assistance on technical issues of availability of Hardware/Software, Report of failure, downtime as well requests concerning access or modification to access.

RDL Content: General requests and Change Requests concerning the Reference Data Library (RDL) content.

Type selection:
You have to 2 options for Type selection: Task and Change Request.

Task: report of failure, availability issues, access request and general problems.

Change Request: Change proposals for either RDS system or RDL content.

Upload RDL Change Request:
To have a valid Change Request, proposals (new RDL Content or changes to existing RDL Content) must be made available using the Batch Upload Spreadsheet format and attach it to the ticket. For explanation and a template of the spreadsheet format used, refer to the RDS Spreadsheet Batch Upload page.

How to upload data file to ticket:
Tick of the have files to attach to this ticket checkbox. When you are sure you have entered all necessary request information choose Create ticket. You are asked to upload attachment(s). When finished choose Add attachment, and the request is now stored in the RDS Operations Support system.

Use link to create a new ticket or choose New Ticket in the menu on the top. If your prefer e-mail send your request to [email protected]

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