Service Desk

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Please select an appropriate severity level based on the scenario.</p> \n<div class=\"table-wrap\"> \n <table class=\"confluenceTable\">\n <tbody> \n <tr> \n <th class=\"confluenceTh\">Severity Level</th> \n <th class=\"confluenceTh\">Description</th> \n <th class=\"confluenceTh\">Response</th> \n <th class=\"confluenceTh\">Resolution</th> \n </tr> \n <tr> \n <td class=\"confluenceTd\">P1 - Critical</td> \n <td class=\"confluenceTd\">App down</td> \n <td class=\"confluenceTd\">30 Mins</td> \n <td class=\"confluenceTd\">4 Hours</td> \n </tr> \n <tr> \n <td class=\"confluenceTd\">P2 - High</td> \n <td class=\"confluenceTd\">Multiple features not working</td> \n <td class=\"confluenceTd\">2 Hours</td> \n <td class=\"confluenceTd\">12 Hours</td> \n </tr> \n <tr> \n <td class=\"confluenceTd\">P3 - Medium</td> \n <td class=\"confluenceTd\">Feature not working / Login issue</td> \n <td class=\"confluenceTd\">24 Hours</td> \n <td class=\"confluenceTd\">N/A</td> \n </tr> \n <tr> \n <td class=\"confluenceTd\">P4 - Low</td> \n <td class=\"confluenceTd\">Minor issue</td> \n <td class=\"confluenceTd\">48 Hours</td> \n <td class=\"confluenceTd\">N/A</td> \n </tr> \n <tr> \n <td class=\"confluenceTd\">P5 - Informational</td> \n <td class=\"confluenceTd\">Question</td> \n <td class=\"confluenceTd\">72 Hours</td> \n <td class=\"confluenceTd\">N/A</td> \n </tr> \n </tbody>\n </table> \n</div> \n<p>Then try to describe the issue as best you can and include screenshots to help us kickstart the investigation.</p> \n<h4><a name=\"FeatureRequests\" target=\"_blank\"></a>Feature Requests</h4> \n<p>If you have an idea for a new feature, <a href=\"https://arundo.atlassian.net/servicedesk/customer/portal/1/group/8/create/50\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">submit a feedback ticket</a> to let us know about it. Make sure to include full details about the challenge this new feature will solve and add screenshots where necessary. </p> \n<p>We can then pass your idea along to the relevant product team for consideration.</p> \n<h4><a name=\"StatusSite\" target=\"_blank\"></a>Status Site</h4> \n<p>Visit the <a href=\"https://status.arundo.com/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">Arundo Status site</a> to view the current operational status of every Arundo app. You can also see notifications for maintenance windows and updates.</p>","translations":{"en-US":{"helpCenterTitle":"Arundo Customer Support Center","sharedPortalName":"Customer Support Center","announcementHeader":"Welcome","announcementMessage":"This is where you can get support for Arundo apps. \nh4.Support Requests\nIf you need technical support, [submit a support request|https://arundo.atlassian.net/servicedesk/customer/portal/1/group/8/create/1] to get assistance. 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Make sure to include full details about the challenge this new feature will solve and add screenshots where necessary. \n\nWe can then pass your idea along to the relevant product team for consideration.\nh4.Status Site\nVisit the [Arundo Status site|https://status.arundo.com/] to view the current operational status of every Arundo app. You can also see notifications for maintenance windows and updates.","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#fb7e23","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/bb6bb3ba-1ee3-4897-b6af-822ef5c29625/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiI0NjIyYzc4YS1lODUyLTQ1NWMtYjU0OS1jMDk2MWFkODJmZTYiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmJiNmJiM2JhLTFlZTMtNDg5Ny1iNmFmLTgyMmVmNWMyOTYyNSI6WyJyZWFkIl19LCJleHAiOjE1ODI5ODUyNjMsIm5iZiI6MTU4Mjk4NDYwM30.sEQ0Oc8Xpa_wNWORr4OcmD9RAxtXxNl5cFwhnht2jxc&client=4622c78a-e852-455c-b549-c0961ad82fe6&height=300&mode=fit","bannerMediaApiFileId":"bb6bb3ba-1ee3-4897-b6af-822ef5c29625","useDefaultBanner":false,"isBannerAvailable":true},"portal":{"id":"1","key":"customer","projectId":10600,"serviceDeskId":1,"name":"Arundo Customer Support Center","description":"","portalBaseUrl":"/servicedesk/customer/portal/1","onlyPortal":true,"reqTypes":[{"id":"50","name":"Feedback","descriptionHtml":"","callToAction":"Feedback","introHtml":"<p>Let us know about your experience.</p>","icon":11315,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11315","groups":[8],"key":""},{"id":"1","name":"Technical Support","descriptionHtml":"","callToAction":"Technical Support","introHtml":"<p>Get help or report a bug.</p>","icon":11301,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11301","groups":[8],"key":""},{"id":"49","name":"Arundo Edge","descriptionHtml":"","callToAction":"Arundo Edge","introHtml":"<p>Get a license key for Arundo Edge.</p>","icon":11339,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11339","groups":[20],"key":""},{"id":"8","name":"Email Support Request","descriptionHtml":"","callToAction":"Email Support Request","introHtml":"","icon":11327,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11327","groups":[],"key":""},{"id":"13","name":"New Tenant","descriptionHtml":"","callToAction":"New Tenant","introHtml":"<p>Request a new tenant to host an Arundo app.</p>","icon":11320,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11320","groups":[9],"key":""}],"reqGroups":[{"id":8,"name":"Support"},{"id":20,"name":"Licenses"},{"id":9,"name":"Tenants"}],"orderMapping":{"20":[49],"9":[13],"8":[1,50]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":1,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CUST","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false},"canViewCreateRequestForm":true,"isProjectSimplified":false},"reqCreate":{"id":50,"projectId":10600,"form":{"name":"Feedback","descriptionHtml":"","callToAction":"Feedback","intro":"<p>Let us know about your experience.</p>","instructions":"","icon":11315,"iconUrl":"https://arundo.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=11315","key":""},"fields":[{"fieldType":"select","fieldId":"customfield_10844","fieldConfigId":"11572","label":"Customer Severity","description":"<p>Select a severity level appropriately. 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