Decommission of Freshdesk for M. Digital Asset (MAC) and mac@sourcingsupport.de
Effective date: 3rd February 2025
Impact on Users: Users will not be able to make support queries to MAC via mac@sourcingsupport.de
Alternative Support route: Jira service desk (SDCORP)
How to open an SDCORP with M. Digital Asset (MAC)
How can I report an issue with MAC applications?
Steps to report an issue:
1. Visit JIRA IT Support portal. See screenshot for reference.
- Note: The UI shown below is country specific. We suggest users to click on the option "Reporting Incidents"
2. Click on the first option ("Reporting Incidents") to report an issue.
3. Enter the summary of the issue under "Summary" column.
4. Put M.Digital Asset under the "What solution is affected?" Column and choose from the drop-down menu.
5. Check if METRO Asset Center is automatically populated in the "What product is affected? " Column. If not, choose from the drop-down menu.
5. Enter the description of your issue under "Description" Column. Upload supporting documents (if any) under "Attachments" Column.
6. Click Create and wait for a support representative to contact you.
How can I raise a Service Request in JIRA?
If the user wants to access MAC applications and is not having the required access or wants to allow an external agency partner/s to access MAC applications, Extend/Update the expiration date, password reset, deletion and reactivation of external users, then the user can raise a Service Request.
List of Service Requests available:
Steps to raise a Service Request:
1. Visit JIRA IT portal for raising a Service Request.
Click on the second option ("Ordering a service request") to raise a Service Request. See screenshot for reference.
2. Enter SR0160 in the "SR search" Colum and choose for the Service Request as per your requirement.
3. Enter the required information under the "Description" section of the opted service request and hit the create button.
4. Please wait for some time until a support representative fulfils your request.
How can I raise a JIRA incident having the JIRA agent license?
Steps:
2. Enter details such as:
- Project: Corporate USER SERVICE (SDCORP)
- Issue type: Incident / Service Request
- Summary: <Provide a quick summary of the issue>
- Priority: Select the priority from the drop down. <Note by default please select the options Major/Minor/Trivial. The priority Blocker/Critical should be selected only if the entire application is down for all the users; not pertaining to one individual user>
- Product: Select the product name as Metro Asset Center from the drop down
- Solution: Select the Solution as M.Digital Asset from the drop down
- Support Team: <Leave as it is>
- Description: <Enter detailed information of the issue>
- Add Attachments if any
- Click on “Create” button present at the bottom of the screen.
- Incident will be created and assigned to MAC team
Reference screenshots:
How can I change priority of an incident in JIRA Software?
- Click on dropdown of Workflow tab and choose and option “Change Priority” and choose the correct priority option (once the pop-up opens as shown in below screenshots) and in the description filed please add a valid reason for changing the priority of the Jira ticket and click on change priority at the bottom.
How can I accept resolution of my JIRA Incident from MAC?
- Once the resolution has been provided by MAC, a support agent will put the ticket to “Resolved” state. Click “Accept Resolution” if the requirement is fulfilled.
- Once resolution is accepted, the JIRA ticket will reach “Closed” status
Important Notes:
- In case there are issues raising Jira incidents, please drop an email to the below email id:
- The above channel is NOT for reporting issues of MAC or for making support requests.
Email support will be available until end of March 2025 as (extended) transition support. This means:
For any query at mac@sourcingsupport.de, users will be notified to raise an SDCORP
- mac@sourcingsupport.de will not be available after 31 March 2025 and emails will NOT be forwarded.