Kainos Incident Management (KIM)
Logging a KIM
As part of the customer onboarding process with Smart, users will be given access to KIM to allow them to log support tickets with Smart Customer Support. These support tickets may pertain to issues experienced whilst using Smart, or even feature suggestions that would enhance the functionality of Smart.
KIM can be accessed by visiting https://support.kainos.com
Upon logging in users will be presented with a number of options:
- Submit Incident
This will allow users to log a new support ticket
- My Assigned Incidents
This will show each user how many support tickets they currently have open
- My Project Incidents
This will show each user all tickets that are open across their entire project, including tickets that may be assigned to other users
To log a new support ticket, select the 'Submit Incident' option. Users will be presented with the following screen:
As shown above, only a small number of fields are required before posting a support ticket, however the more detail provided in a support ticket will lead to an easier response process. An explanation of the fields is as follows:
The only option available for selection will be 'Smart'.
The only option available will be the latest version of Smart.
The priority of the ticket will identify how potentially severe the impact is on Smart. These rank from A -> F. Depending on the priority chosen, the response time will adjust accordingly.
Impact Statement (Required)
Depending on the priority chosen, this field will only contain the relevant value. The values are as follows:
A - Critical - The Subscription Services are unavailable for all Authorized Users.
B - Severe - The Subscription Services malfunction impacting a critical piece of functionality.
C - Serious - The Subscription Services malfunction impacting a non-critical piece of functionality.
D - Minor/Query - Routine advice, guidance request, documentation deficiency or usability suggestion.
F - Feature Suggestion - Suggestion for future feature enhancements to the Subscription Services.
Workday Tenant Type
The Workday tenant type that the support ticket relates to. Either Implementation, Sandbox or Sandbox Preview.
This field will be used by the Smart Customer Support Team to store any further reference information (e.g. related ticket numbers, or related exterior references). Generally it will be left blank.
The user who experienced the issue.
Date / Time Incident Occurred
The date and time the incident occurred on the Smart tenant.
A one line summary of the incident.
A checkbox to indicate whether the issue is recreatable (e.g. it occurs repeatedly and has specific steps taken to recreate the behaviour), or non-recreatable.
This is where the bulk of the support ticket description will go. The information will vary depending on the type of ticket, however there is a preferred format for the information that is entered into this section. For more information on this, please see the section Preferred Format of KIMs.
Upon submitting the KIM, users will also be given the option to upload up to 5 supporting attachments. These can be of any file type.
Updating a KIM
Users will be notified by email of any responses to KIMs that they have raised. Within these response emails, there will be a direct link to the KIM. Upon visiting this, the latest response can be viewed by clicking 'View Responses' in the left hand navigation bar.
To submit a response to the KIM, click the 'Submit Response' button. Users will be presented with a screen similar to the initial Submit Incident screen, however there are fewer options available when providing a response. The last response to the KIM will be shown, along with a 'New Response Details' section where you can provide an update as required. A 'Response Type' drop down list is available to allow users to classify their response.
When finished with the update, click the 'Submit' button. Again, similarly to submitting an initial ticket, there will be the option to add additional supporting attachments along with each update.
Closing a KIM
Closing a KIM follows the same procedure as updating a KIM. Select the 'Submit Response' button. In the 'Response Type' drop down list there is an option for 'Closure'. Select this and provide information in the new response details section indicating that the incident needs to be closed.
After clicking Submit the incident will then close.
Preferred Format of KIMs
Depending on the type of KIM (e.g. whether it is an incident report or feature request) there are certain pieces of information that can be provided which will ultimately make the KIM process smoother for all parties. These are outlined below:
When reporting an incident within Smart there are a number of pieces of information that can be provided in the incident detail that will assist the Smart Customer Support Team when it comes to investigating the incident:
The URL for the Test Run where the incident occurred, or the URL of the page in Smart where the incident occurred.
Screenshots can be attached to each incident ticket to provide further information. These may be screenshots of Smart or screenshots of your data templates. As Smart takes screenshots of the Workday tenant these should not be attached in KIM and should instead be referred to by their URL. Please bear in mind your data security when submitting screenshots.
If the issue is constantly occurring for a particular user, or always on a specific Test Run, please state which user or Test Run this is occurring on along with any relevant URLs.
If users have done any preliminary investigation into the issue before submitting the incident, please provide these details.
When requesting or suggesting a feature/new piece of functionality in Smart, the level of information provided will help with our development team when it comes to identifying the priority of the feature. Any information that can be provided in relation to the potential benefits of the feature, as well as real life use scenarios and how it will improve your testing, will assist in identifying its priority.
Within KIM, users have control over whether they see only notifications for KIMs that they submit, or notifications on all KIMs submitted or updated by each user in the KIM project.
To access this, first click the 'Update Notifications' menu option in the left hand menu:
At this point users can then check or uncheck the appropriate project button and click Submit to update their notification preferences: