To ensure a swift resolution of issues within Dataglide, let's follow these guidelines when creating new tickets:
1) Be concise:
- Skip opening pleasantries ("I trust this issue finds you well.", "Good afternoon")
- Avoid unnecessary closing statements ("In case of any questions please do not hesitate to contact me" or "Thank you in advance to working on it")
- Focus on the issue and key details.
2) Provide relevant information:
- Imagine the person working on the case and include information that would help them
- Consider including the Asset Manager's name and attach sample files if they illustrate the issue
3) Be specific:
- If the problem affects a broader area, offer one specific example to help diagnose and address the issue.
- Include critical details such as ISIN, date, or filename to facilitate a quicker resolution.
4) Avoid Replying to Closed Tickets:
- Refrain from responding with a simple "Thank you" to closed tickets, as this reopens the ticket and adds unnecessary workload.
- If you found another issue instead of reopening a closed ticket please raise a new ticket.
By adhering to these guidelines, we can streamline our ticketing process, enhance the efficiency of issue resolution, and minimize the need for ticket reopens.