1. Navigate to this page: https://support.mobilesoft.itand login

  2. Select the option New Issue in the top right corner


 



  1. Fill in the relevant information, including:

    1. Project: either SBM, TGS or SBB

    2. Tracker: Segnalazione (*issue)

    3. Subject: Environment – Domain – Page (e.g. Prod – Stanleybet.it – BetSlip page)

    4. Status: Nuovo (*new)

    5. Priority: Immediate when a P1, Urgent when a P2, Alta for a P3, Normale for a P4, Bassa for everything else

    6. Assignee should be always Alessio Simoni

    7. Ver.App (bug): which version has shown the bug (e.g. v.0.87), ask the customer for this detail

    8. Ver.App (fix): n. a.

    9. Files: use this to attach any screenshot or video

This is an initial draft that you should pleaser circulate with your colleagues in service desk and take ownership of raising tickets with the third party when told to do so by the app support engineer or when you are sure this is an issue with the third party and not internal.





In case you wish to familiarise with RedMine, here are a couple of resources shared by the supplier: