Using SSH and getting Help




Using the SSH Platform Documentation


Following this link, you will find the SSH Knowledge Base:

SSH Service Desk Knowledge Base




Use the search function to find what you are looking for:

  • Type in a key word and click on the proposed links or click enter to find a full list of search results.

Use the tree navigation to find help for each SSH function:

  • Click on an entry in the left hand tree navigation to find help for the respective SSH function that you are using.

The documentation navigation mirrors the navigation within the SSH interface.

Read the SSH release blog for new functions, features and bug fixes.




Customer / End User Service Desk Portal Usage


Log In/ Sign in of customers

If a customer has an existing SSH Service Desk account, the log in is done via email. Depending on the group/ organization, a single sign on is possible.

If a customer does not have an existing SSH Service Desk account, he or she will create an account by clicking “Sign up”. The customer will have to type in an email address. A verification email is end afterwards.


After verifying the email personal information are filled in. This step includes:

  • The full name

  • Secure password

The registered customer will then appear in the Jira SSH Service Desk Project - Customers.




Service Desk Landing Page - FAQ


The landing page is connected to the Service Desk Knowledge Base. Displayed are the created categories for Knowledge Base articles.

These are explained when clicked on and show the collection of articles related to the category topic. These categories can function as FAQ’s for customers.




Knowledge Base-Backed Search Mechanism


Displayed at the top of the SSH Service Desk is the search bar. It allows registered customers to search for an article before requesting help through issuing a service ticket. Knowledge Base articles can also be labeled which will respond to the search words. The article is displayed in the platform when clicking on it.

In case the article helped solving the issue, a Service Request is avoided. A “Was this article helpful” question is included at the end of the article and has a “YES or NO” answer option. The Satisfaction Report can be accessed in the Jira Service Desk Project.

In case the article did not help in solving the issue, the customer can contact the service team by clicking on “Need to raise a request? Contact us.”. From there, the customer is directed to the request forms.

The customer will be asked to provide feedback at the end of the displayed article.




Service Request - Service Ticket


In case an article did not help solve an issue, the customer can file for a Service Request. The customer can find four request types on the landing page of the SSH Service Desk (shown in the picture below).

To request any type of service, report a bug, licensing questions or other questions, the customer selects the related wizard by clicking on it and is asked to fill in information for the service team in order to solve the request.

  1. Technical support - requires a summary and a description. Customers have the option to attach widgets as well. A optional product or component (Jira or public website) selection can also be chosen.

  2. Licensing and billing questions - requires a summary only. Description and attachments are optional.

  3. Other questions - Requires a summary only. Description and attachments are optional.

  4. Report a bug - Requires a summary and a description of the symptom. Customers have the option to attach widgets as well.

The customer receives and automated email confirmation that the service team has received his/her request.


Once a customer has filed for a service ticket, he or she can view their tickets under “Requests” in the top right hand corner. The customer can view the ticket status, comments by the customer or the service team. Once the ticket status changes, the customer will be notified via email. A ticket can also have the status “Waiting for customer” in case the customer, e.g., needs to approve a step in the service process.

Ticket Status include:

  • Waiting for customer

  • In progress

  • Escalated

  • Pending

  • Canceled

  • Resolved

(see also: https://symmedia.atlassian.net/wiki/spaces/OPS/pages/9425130990 )

The customer can also select several filter settings to gain a better overview or use the search option for a specific ticket.

The workflow remains the same for each Service Request types.

SLA’s can not be viewed in the SSH Service Desk.

When a ticket has been filed in the past, the Service Request type will appear at the bottom of the SSH Service Desk landing page under “Recently used forms”.




SSH Security


Reporting security vulnerabilities found in the Secure Service Hub

 

Starting from  , customers and security researchers alike will be able to submit security vulnerabilities, discovered in the Secure Service Hub, by using symmedia's existing Service Desk Portal at: https://symmedia.atlassian.net/servicedesk/customer/portal/1

symmedia follows a responsible disclosure policy, in which we aim to fix verified vulnerabilities as quickly as possible. We ask you not to share your findings publicly before symmedia releases a patch for the vulnerability. We aim to get back to you to verify the vulnerability as early as possible after submitting the report, usually within a week.

How does it work?

  1. Visit: https://symmedia.atlassian.net/servicedesk/customer/portal/1
  2. Instead of "Support" or "Technical Support" requests, select "Reporting a vulnerability"
  3. Please provide as much information as possible about what needs to be done in order to replicate the vulnerability and where and how you encountered it initially (i.e.,nclude screenshots, code snippets etc. that will help us to reproduce the behavior).
  4. Your submission will be forwarded to our security team. In case of questions or feedback it would be very helpful for our security team to be able to contact you, so please provide a means of communication (i.e., email address)