Issue Resolution and Tickets

Satellite operators must use tickets to communicate and track issues with Infostellar staff. Note that all tickets and their contents are visible to Infostellar staff, but not to other unauthorized users.

Satellite operators are encouraged to provide as much information as possible in tickets to help resolve issues (e.g. IDs, logs, timestamps, good descriptions, etc).

(Browser) Ticket Flow

1. Issue occurs
2. Satellite operator creates a ticket and assigns it to the appropriate Infostellar staff member
3. Satellite operator adds as much information as possible to the ticket
4. Infostellar staff acknowledge ticket
5. Infostellar staff investigate
6. Infostellar staff fill out all ticket fields
7. Infostellar staff close the ticket

Infostellar staff may occasionally request more information, split tickets into multiple separate tickets, or re-open tickets.

Note:

1. Ticket outcomes are used to help determine if reservations are billable
2. Not every ticket has a 100% determinable root cause or accountability
3. Tickets are closed at the discretion of Infostellar staff