1. Go to portal.stanleybet.com and enter your Stanleybet credentials

 

  1. Go to 1st Line and then click on Serious Incident Manager

  1. You will be presented with a list of past incidents, and 2 options on the top left side of the page: New Incident and New/Resolved Incident

 

Table Description automatically generated

 

 

New incident is to be used when a serious incident has been raised with our helpdesk and is still ongoing.

New/Resolved Incident must be used when a serious incident has happened in the past and we need to record it (i.e. Live betting down for few minutes).

 


NEW INCIDENT

 

 

  1. FRESH SERVICE ticket number. It’s the reference number of the ticket registered by our ticketing system.
  2. This is the country that is affected by the incident.
  3. These are the distribution lists that needs to be informed of the incident.
  • AllExchange: All the users in our office in Liverpool
  • CitrixUsers: All the users that have access to the Citrix environment
  • FraudandPaymentTeam: Fraud and Payment department. A communication to this department must be sent out when an incident involves the online website.
  • GibUsers: Not in use anymore
  • KontrollerUsers: Users that have access to Kontrolla
  • MaltaTrading:   All trading departments
  • OnlineDepartment: To be informed when an issue involves the online website (stanleybet.it)
  • RSC: Our Romanian Service Centre: First point of contact for online users and physical shops owners.
  • ScreenSystem: Any issue that involves the Screen System, a platform used by our trading department to publish live odds on screens in the physical shops.
  • SIBIT: Stanleybet IT department
  • SUN_Users: All the users that have access to SUN

 

  1. This is the kind of offer that is not working. Issue may not affect any betting (phone system down/no internet in the office etc.), so this may be needed to be left blank.
  2. “Raised at” is the time the ticket was logged into our system and “Raised by” is the sender of the ticket. Contact number is our dept number, 01512352123, while the alternative number is the incident manager’s phone extension (yourself)
  3. Subject is a description of the issue, usually the ticket object is a good option on how to populate this field.
  4. Impact is what this issue is causing to our end users
  5. Brief description can contain information such as error message showed, the platform affected, the scope etc. We should avoid any technical specific communication (logs, code, debugs etc.) and keep it understandable for all the users.
  6. Next Step is what actions have been taken or are going to be taken after the communication is sent out to the relevant department/s.

Next update: This is the time the next update is expected to happen.

Incident manager: Yourself


NEW/RESOLVED INCIDENT

A New/Resolved incident form only differs from the previous one by the possibility to specify the root cause of the incident, the time this has been resolved and the total downtime caused in minutes.


 

HOW TO UPDATE AN INCIDENT

Once an MI communication has been sent out, it will need to be updated. To do so, let’s go back to the main Serious Incident page where the list of all the Mis is.

On the right hand side of every incident there are three links: Update, Resolve and Details.



Click on Update and you will be redirected to the following, where you will need to enter the update in order to send it out.


HOW TO CLOSE AN INCIDENT

Once an incident has been resolved and a confirmation of its resolution needs to be sent out, head to the main page of the Serious Incidents manager and click on Resolve



You will then be presented with the following, and you’ll need to insert the cause of the issue, the time this has been resolved and the total downtime in minutes.



Please remember to keep the wording of the information professional, non-technical and presented in a manner that the wider audience can understand.