Using enRoute Support

Owned by Anna Mamontova
Last updated: Mar 08, 2021 by Luc Donnet
6 min read

 

Connect to the Support Center

The Support Center is available to contact the enRoute support team. It can be accessed at this URL: https://support.enroute.mobi 

Only subscribed customers can submit a change request through the Support Center. If you don't have an account yet, please send a request to your administrator who will request it from our support.

Password change request

To reset your password, you can enter your email address on the Support Center and receive a reset email. If you enter the wrong password when trying to log in, this link will appear. All you have to do is enter your email and follow the instructions from the Support Center.

Tickets on the Support Center

The Support Center is organized around Tickets. They correspond to discussion threads that you can initiate. There are several different types of tickets:

  • Idea

  • Question

  • Incident

Idea

An idea on the improvement, functional coverage of one of our products is always welcome.

 

These ideas will be taken in consideration by our support team and shared with the rest of the team in order to decide on their integration into our product roadmap. In this case, the ticket will be closed, and the progress will be monitored outside the support center by one of our project managers.

Question

Question about how an enRoute product works, about a business need, about the paths in the application, etc.

 

Here we can help you test and then adopt new features, for example. If our applications do not allow certain operations in easy way, it is possible that these discussions lead to the development of new features or improvements to those already in place. In this case, the ticket will be closed, and the progress will be monitored outside the support center by one of our project managers.

Incident

Our quality approach accompanies the entire life cycle of the software. In order to guarantee the best use of our platforms, we invite you to report to us any incidents that you may encounter in your use of them.

 

To be able to assist you effectively, it is important for our team that the concerned data stays maintained in the application and available to Support team.

When an anomaly is detected during manipulation of the Chouette application, it must be escalated via the Support Center.

The description of incident tickets is essential. It must be as precise as possible to allow the team to reproduce the error as faithfully as possible and to understand its context. Our teams work hard to provide you with quality support, intervening as quickly as possible. To ensure a quick resolution, it is important that we understand the problem you are facing, to let us reproduce your incident. There are three qualifications for the anomaly:

  • Blocking anomaly

  • Semi-blocking anomaly

  • Minor anomaly

Blocking anomaly

A blocking anomaly means a reproducible anomaly documented by the Customer that, individually or cumulatively, leads to unavailability of entire application, or blocks the use of an essential and operational functions of the Application or causes an erroneous result in the terms and conditions, calculation of a function and for which there can be no technical or organizational workaround. The criticality is blocking.

Semi-blocking anomaly

A semi-blocking anomaly is a reproducible anomaly documented by the Customer that only allows the software concerned to be used for part of its functionalities or in a degraded manner, not viable in the long term. The criticality is major.

Minor anomaly

A minor anomaly is a reproducible anomaly (including those which may be recurrent) of minor criticality, which makes it possible to work in semi-degraded mode on the software.

Opening of an incident

To improve the time it takes to handle the anomaly by our Support teams, we always need the details on context: here are some rules to make sure we understand your problem.

The title of the incident

The title should be clear and composed as follows: “Subject - Page | explicit title ”

For example: “Route - create | addition of a stop → disappearance at validation ”

Once the title is indicated, the support center will automatically suggest you to consult articles of the knowledge base, corresponding to your request.

Description content

At a minimum, the description must include the following information:

The concerned URLs

Several URLs can be useful, such as the page where the anomaly occurred, the URL of the finalization, the URL of the export, etc. In this case, each URL must be specified.

For example : https://chouette.enroute.paris/referentials/450/time_tables/1900

The account / organization used to connect to the application

WARNING: we do not ask for the password, just the email address that the user used to connect, otherwise the concerned organization.

For example: support@enroute.paris

An explanation of the starting point

How did you get this situation?

For example: Starting situation: on the "Paris <> London" line there is no route

Step by step explanation of the operations done

What are the steps that will allow us to reproduce the problem ?

For example :

What was done

  • click on the “add” button

  • add 4 stops

  • validate the form

Manipulation result

Explain us what you got, and possibly the expected result.

For example : -> the 4th stop has disappeared

Screenshot of the error

To be even more precise and to aid processing, it may be necessary to make a capture at each step, when it is possible. In this case, the screenshots should be identified and each identification should be assigned to the point which corresponds to it. Please feel free to add the associated URLs, which will allow us to reproduce and identify the problem more quickly.

Additional information

The more details your ticket contains, the more effective the resolution will be. Do not hesitate to add additional information that you feel relevant to the context.

Example of a complete ticket

Management of my requests

Once the request has been sent, you can view it in the menu on the right:

The list of requests will open, with 3 filters (status, created by, request type) to manage the viewing of requests.

On the page of the chosen request, you can see the type and current status of the request, as well as the possible actions to be taken:

  • Activate / Deactivate notifications

  • Prioritize Solve this ticket

  • Cancel the request

  • Share

Here you can send additional comments if needed.

When your request has not yet been processed you can raise its priority, if it is an important incident.

You can use the cancel request option, if your request has not been processed yet by the support team.

Once the request is created, you will receive a notification in your email, informing you that your request has been taken into account, with a link to your request on the Support Center.

You are notified each time your request changes the status.