Breadcrumbs

Pricefx Incident Guideline

The Helpdesk category 'Incident' is intended for reporting incidents to Pricefx Customer Support. This reference guides you how to create a Trouble Ticket with needed information, so Pricefx can start triaging the incident without delay caused by lack of details. 

For each ticket fill in the following fields:

Subject

Enter a headline describing the error and the impact.

Priority

Critical

High

Normal

Low

Users are unable to use the application, resulting in a critical impact on business operations. This condition requires immediate resolution.
Example: the system is down

2 hours response time 24/7
(Production only)

Any high priority request which is time-sensitive and can affect daily business.
Example: critical component is returning an error

4 hours response time
Working days

Important request which requires high attention but does not impact the whole production or all functions.
Example: a bug or unexpected behavior

24 hours response time
Working days

Minor loss of functionality, monitoring issues or typical "how-to" and documentation questions,
administrative tasks.
Example: how to question

72 hours response time
Working days

Detailed Description

Add a detailed description of the issue / problem, including impacted users, symptoms & consequences.
Additional info as relevant (use the module specific information below as a checklist).

Recreation steps

Describe the steps taken that results in this issue.

Module

Use the drop-down list in the righthand side pane.

Environment

PROD / QA / Staging / DEV

Partition

Indicate the affected partition.

Attach Documents

Screenshots / Documents / Recordings that illustrate the detailed description

Module specific information

PriceAnalyzer

PriceBuilder

QuoteConfigurator

PromotionManager

RebateManager

PriceOptimizer

Objects affected and their names / reference

  • Data Feed

  • Data Source

  • Datamart

  • Rollups

  • Simulation

  • Data Analyzer

  • Charts/Graphs

  • Price List

  • Manual Price List

  • Live Price Grid

  • Simulation

  • PL and LPG Types

  • Quotes / Quote Types

  • Mass Update

  • Price Records

  • Workflow

  • Contracts / Contract Types

  • Mass Update

  • Price Records

  • Rebate Types

  • Rebate Agreement(s)

  • Rebate Records

  • Rebate Calculations

  • Payout Records

  • Models

  • Model Logic

  • Policy Record

You can also download this guideline in PDF format. 

Pricefx HelpDesk application is accessible through: www.support.pricefx.eu