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Below outlines the suggested criteria and details to consider when submitting a ticket. Providing this during initial creation will reduce the overall resolution time substantially.
Category: Support Inquiry or Bug
Priority: Carefully select from the available priority options.
1-Critical: Application down or major defect affecting business and high number of users
2-High: Serious degradation of application performance or functionality with financial impact
3-Medium: Application defect with moderate impact to the business and workaround
4-Low: Minor defect, cosmetic or with limited business impactProd/Test: Production issues typically are higher impact than test
Version/Product: State if the issue is with VIP or IMOS
Frequency: How often does the issue occur? Does it occur across multiple scenarios? How many users does it affect?
Current Result: Briefly describe the issue and what the current result is.
Steps to Reproduce: Include the vessel/voyage, if possible, and a step-by-step list of how to reproduce the problem from your perspective.
Expected Result: In addition to steps to reproduce, how do you expect the product to behave?
Screenshots: The preferred method for sharing screenshots is to attach or copy/pasting images into the Help Center. Another method is to send a Microsoft Word or Excel document explaining the steps to reproduce the issue.
Special Instructions: Add any extra detail regarding the reported issue. Also, include any previous correspondence or discussions with another Veson Nautical employee (such as a consultant).
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