In order to properly track and resolve all issues, it is imperative that reporting of all eFACTORYPRO user issues start with the IT Service Desk.
This enables us to track the issue with an incident ticket and to determine if the issue is small in scope or system-wide. It is also imperative that the user provides as much information as available to help us identify and resolve the issue. Therefore, please use the process outlined below when reporting all eFACTORYPRO related issues:
1. Contact the Service Desk via:
* Phone: 800-662-4001
* Email: [email protected]
* Submit an Online Request:
If the issue is urgent, please call the Service Desk @ 800-662-4001!
2. The user will receive an email with an incident ticket number (i.e. INC00012345) used to track the issue. Please refer to this incident ticket number when following up or escalating an issue.
3. The incident ticket will be assigned to either a support group or the internal IT department. Note: If the issue requires IT development, some programming and development time may be required.
4. Once the issue is resolved, the incident ticket is closed and the user will receive an email notification.
To Receive Updates:
View the notes section of the incident ticket in myEnterprise or contact the Service Desk, provide the incident ticket number, and notify them that you would like an update on the issue.
To escalate an issue which has a major impact to service delivery:
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