Incident

To report the incident, the following information must be provided:

• Summary of the main problem.

• Detailed description in which you must include all relevant information about the incident. It is recommended to follow this structure.

• Select the urgency level based on how quickly you need a solution, not necessarily on how many people are affected.

• Indicate the scope of the problem, i.e., how many users or processes are affected and to what extent.

To facilitate a swift and effective response from the Support team, we suggest following this structure when filling in the description field:

• Indicate what is happening: It is essential to describe the observed behaviour or the error.

• Indicate when it started happening: Information such as date, approximate time, frequency, etc. facilitates analysis by the support team.

• Indicate where it occurs: For analysis and testing purposes, it is essential to know the environment (production, pre-production, development).

• Indicate who is affected: It is not the same whether it affects one user, a group, or all users.

• Did it work before? Were there any recent changes to the configuration or the system?

• Evidence: As always, any evidence helps. It is advisable to attach screenshots, logs, configuration files, etc.

• Explain the expected result versus the actual result.

The indicated urgency level may be reassigned by the support team according to the following criteria:

• Critical: An immediate solution is needed. The system is completely stopped and operations cannot continue.

• High: The problem impacts important tasks, but there is a workaround or temporary solution.

• Medium: The issue requires attention, but does not block operations.

• Low: Minor inconvenience, no urgency.

The indicated scope classification may be reassigned by the support team according to the following criteria:

• Extensive / Widespread: Affects the entire organisation, multiple environments, or key processes.

• Significant / Large: Affects multiple users or departments, but not the entire organisation.

• Moderate / Limited: Affects a small group or a non-critical process.

• Minor / Localized: Isolated incident affecting a single user or non-essential component.

Once the ticket is created, it will be handled and evaluated by the Anjana Data Support department. The ticket status will show the current state of the incident:

• Open: The request has been registered for attention.

• L1: The ticket is being reviewed at support level 1, where configuration verification tests are carried out.

• L2: The ticket is being reviewed at support level 2, where technical checks are carried out.

• L3: The ticket is being reviewed at support level 3, by the corresponding department.

• Waiting for customer response: The ticket is awaiting further information, evidence, or assessments from the customer.

• Cancelled: The ticket is cancelled as it does not constitute an incident.

• Closed: The ticket is closed for the corresponding reasons (cannot be reproduced, no longer necessary, etc.)