NEW SUPPORT FORM (Help Desk)

For all Cineca projects, is available a new support.

In this page the user can select the main type of request:

For each type, the system will show the subtype.

After the selection of the subtype, the system will ask to enter the request details:

Enter your email address

Enter the mail subject

Enter the description of the request

Indicate the severity choosing from the options available

Indicate the urgency

If necessary you can attach files here

Once your request is complete, you can send the request

N.B: It is really important that the email address is correct and reachable in order to receive answer.

It is also important to provide only one e-mail address.

Incorrect or invalid e-mail addresses will not allow the request to be correctly sent to the support and
consequently the user will not receive an answer.
N.B.: The support request must be made exclusively from the form (not using the e-mail address of the
notifications) for the purpose of proper management. Reports submitted for other channels other than the
form may not be managed and / or processed.
This system will help the user to understand the status of the request at any step. In fact the system will
send several email notification any time that the status change:
- Upon sending to notify that request was sent successfully. It contains even a id code of the request.
This code start with “SDXXXXX-progressive number” where “XXXXX” is the service code
- Once the Help Desk will take the request into account.
- Once the Help Desk asks for clarification
- Once the request is solved.

NB: All emails are from “Service Desk YYYYYY” where “YYYYYY” is the service name and it will be always
present the ID code.

Once the request is solved the system will send another email to evaluate the satisfaction assessment.
Compilation of the satisfaction assessment is not mandatory, but it will be precious and really usefull to
improve ours support service quality.

Nota: The email for evaluation has this object: “Valutazione della soddisfazione sul ticket SDXXXXX-NN”
where “XXXXX” is the service code end NN is a number of the ticket.