Changes
If any changes or updates are needed for your tenant, you can fill out a form on Service One to request support.
To add: how can users report an incident or a change request. Who to contact etc
Change requests can be made through Service One via this link: https://solvay-dwp.onbmc.com/dwp/app/#/itemprofile/6603
This will include includes any updates needed to Shiftconnector forms, dashboards, and OEE tracking. Requests will be directed first to local administrators trained in updating the application, and escalated to the central DT team as needed. First, the tenant the user belongs to should be selected, then the area of the application that requires support (Shiftconnector, Dashboard, or OEE). Details of the request then need to be filled out so the local administrator or Solvay support can fulfill the request. Fields for the request details will become available based on the type of request.
For larger changes that require significant resources, approval will be determined by the PO & PM during weekly Tuesday meetings and communicated via the submitted ticket.
Incidents
Incidents can be reported via Service One under "Report an IT Application/Software incident". This should be used in cases where the service is unavailable, or a component of the software is not working as it should. Minor bugs that don't impact operations should be reported as low or medium priority depending on the impact, and only large incidents such as the software being inaccessible for all users or significant loss of functionality should be reported as high priority and escalated. Before an incident is reported, documentation on the application should be consulted.
Details of the incident need to be provided as part of the Service One ticket, and include an image of the issue if possible. From the ". This Affected Application" dropdown, select Eschbach using the search bar.
Updates on resolution of the incident will be followed up on the ticket.