General information
The global support team has to be reached only by side conversation. All side conversations must be written in English (to have the possibility to share tickets between each of us).
Take note, that “Intercom” is set up in a way, that all side conversations created, go to global support, so only use this functionality to create tickets for us.
Before sending side conversation, make sure to check for information and read knowledge articles, and be sure that there is no answer in them. If you couldn't find any information then create a side conversation.
Use sources as:
FMS documentation - https://www.fmsdocumentation.com/
Ruptela Documentation - https://doc.ruptela.com/home/en-us/
Intercom Knowledge Base - https://app.intercom.com/a/apps/bxloyhsu/knowledge-hub
If the issue might be related to “Solution Management” please check if needed services are turned on. For more information about “Solution Management” usage, check the link below: https://app.intercom.com/a/apps/bxloyhsu/knowledge-hub/article/9528536
Also, colleague next to you might know the solution to your issue, communicate with each other, and share your experience.
All tasks to Jira are created by global support. If there is a need for one - please send a ticket to us, we will handle it.
Please do not assign side conversations to any global support members - you must assign them to the global support queue.
If a ticket to us has been sent - please do not work on the device or issue without informing the global support team member, who has received your ticket.
If the ticket is still on global support, but you found a solution to your problem, please notify us in that ticket. Please don't close our tickets yourself, and pay attention that an internal note is not the final answer.
What information needs to be provided:
MANDATORY:
1. Client name - in text, same as in admin panel.
Affected object: name and IMEI (this info should be provided as text, not in a screenshot); (if all objects are affected - please write "all objects").
2. Describe the problem in an understandable way - global support sees the issue for the first time - please explain it as clearly, as you can.
3. Add screenshots and write what has been done in order to fix it and what exactly is needed from us.
4. If the issue is related to the exact device - please always request configuration and then update its firmware and config (expect cases where it's impossible to do - if it is so, please explain why).
If these rules will be ignored, we will remind them in tickets. If we continue to not receive the necessary information, the requests will be left on pending status with a note.
EXTRA MANDATORY INFO WHICH IS NEEDED FOR CASES LIKE:
1. For tacho cases, when tacho status is 1, please include tacho serial number, car model, year. For non-validation errors like authorization – also include the log file.
2. For CAN issues please include car model, year, have a picture or description of connection method.
What to do when I have received the answer from global support?
If there is a need for response to global team member question in the side conversation, please change the ticket status to “Open”, because now, there is no notification system in responses at “Intercom” so it’s the only way for global team member to see the answer.
Pay attention, that global team member answer is not the text you should send to the client, we are explaining the resolution in a technical way for you to have the possibility to learn. Provide the answer to the client in an understandable way (if you have doubts - please consult with us or your direct manager, sales).
Please read our answers, and if any questions appear from them - ask us.
Tacho cases
If you are facing any tacho issues read this KA, here is described everything about tacho problems - https://support.linqo.eu/en/articles/9317748-how-to-deal-with-tacho-issues-for-linqo
Please follow the tacho workflow table - https://ruptela.atlassian.net/wiki/spaces/Stuff/pages/2141061124/Tachograph+investigation+workflow