Service Desk

{"xsrfToken":"BWPN-HCZM-14ZG-1H1Q_72945c52b6328c2302acafb264084a8c72546c14_lout","branding":{"id":"2","key":"cssp","name":"Customer Self-Service Portal","portalBaseUrl":"/servicedesk/customer/portal/2","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/image/14","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#007ca1","headerLinkHoverBGColor":"#007ca1","headerBadgeColor":"#007ca1"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/6f1e852b-9828-4383-b495-f939562fda9f/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJkMGVkNzI4OC1lMDJkLTQ5MWItOGJhYS04MmYxMDM1MGE1OTQiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjZmMWU4NTJiLTk4MjgtNDM4My1iNDk1LWY5Mzk1NjJmZGE5ZiI6WyJyZWFkIl19LCJleHAiOjE1Njg1OTA0MjMsIm5iZiI6MTU2ODU4OTc2M30.HKbLfA6zuWqp2T_5T9mydeNEhoGajPrD8L1Xxbm4fnw&client=d0ed7288-e02d-491b-8baa-82f10350a594&mode=fit","logoId":"6f1e852b-9828-4383-b495-f939562fda9f","isLogoAvailable":true,"helpCenterTitle":"Welcome to the ready2order Help Centre","sharedPortalName":"Help","userInitialAnnouncementHeader":"","userInitialAnnouncementMessageWiki":"","translations":{"de-DE":{"helpCenterTitle":"Willkommen bei ready2order Hilfeportal","sharedPortalName":"Hilfe","announcementHeader":null,"announcementMessage":null,"localeDisplayName":"German (Germany)"},"en-US":{"helpCenterTitle":"Welcome to the ready2order Help Centre","sharedPortalName":"Help","announcementHeader":null,"announcementMessage":null,"localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0a2433","helpCenterTitleColor":"#ffffff","useDefaultBanner":false,"isBannerAvailable":false},"portal":{"id":"2","key":"cssp","projectId":11014,"serviceDeskId":2,"name":"Customer Self-Service Portal","description":"<h1><a name=\"Hello%21\" target=\"_blank\"></a>Hello!</h1> \nSelect a suitable category so that your request can be forwarded to a specialist.","portalBaseUrl":"/servicedesk/customer/portal/2","onlyPortal":true,"reqTypes":[{"id":"117","name":"RMA","descriptionHtml":"","callToAction":"RMA","introHtml":"Replacing Hardware under Warranty. INTERNAL ONLY","icon":10781,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10781","groups":[],"key":""},{"id":"96","name":"API Query","descriptionHtml":"","callToAction":"API Query","introHtml":"Questions relating to our API Connection","icon":10750,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10750","groups":[16],"key":""},{"id":"93","name":"Quote Validation","descriptionHtml":"","callToAction":"Quote Validation","introHtml":"No-reply License Validation","icon":10756,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10756","groups":[],"key":""},{"id":"79","name":"Product Information","descriptionHtml":"","callToAction":"Product Information","introHtml":"Need some information about how the ready2order software works.","icon":10744,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10744","groups":[18],"key":""},{"id":"95","name":"Spam","descriptionHtml":"","callToAction":"Spam","introHtml":"As titled","icon":10766,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10766","groups":[],"key":""},{"id":"111","name":"Statistik","descriptionHtml":"","callToAction":"Statistik","introHtml":"Tickets relating to our shiny analytics feature. INTERNAL ONLY.","icon":10852,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10852","groups":[],"key":""},{"id":"40","name":"Other","descriptionHtml":"","callToAction":"Other","introHtml":"Help requests for everything else.","icon":10779,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10779","groups":[18],"key":""},{"id":"108","name":"Hardware Setup","descriptionHtml":"","callToAction":"Hardware Setup","introHtml":"Problems with setting up hardware to work with ready2order.","icon":10746,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10746","groups":[21],"key":""},{"id":"103","name":"Product & Group Configuration","descriptionHtml":"","callToAction":"Product & Group Configuration","introHtml":"Questions or issues relating to the configuration of products or groups in the system.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[12],"key":""},{"id":"99","name":"Email Notifications","descriptionHtml":"","callToAction":"Email Notifications","introHtml":"When the customer does not receive mail.","icon":10846,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10846","groups":[],"key":""},{"id":"56","name":"Signature Requirements","descriptionHtml":"","callToAction":"Signature Requirements","introHtml":"Problems or questions about digitial invoices.","icon":10846,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10846","groups":[13],"key":""},{"id":"58","name":"Billing","descriptionHtml":"","callToAction":"Billing","introHtml":"Questions relating to invoices and charges.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[13],"key":""},{"id":"59","name":"Accounting","descriptionHtml":"","callToAction":"Accounting","introHtml":"Accounting-specific questions relating to taxes, etc.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[13],"key":""},{"id":"101","name":"Payment Method Configuration","descriptionHtml":"","callToAction":"Payment Method Configuration","introHtml":"Questions or issues relating to the way the payment method settings are configured.","icon":10850,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10850","groups":[12],"key":""},{"id":"105","name":"General Software questions","descriptionHtml":"","callToAction":"General Software questions","introHtml":"General questions relating to the r2o platform.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"110","name":"Card-reader Problems","descriptionHtml":"","callToAction":"Card-reader Problems","introHtml":"Unexpected behaviour when working with a SumUp or Card Complete terminal.","icon":10746,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10746","groups":[21],"key":""},{"id":"97","name":"Problems using Scanners","descriptionHtml":"","callToAction":"Problems using Scanners","introHtml":"Unexpected issues when trying to use a scanner in conjunction with the r2o system.","icon":10746,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10746","groups":[21],"key":""},{"id":"102","name":"Data Imports","descriptionHtml":"","callToAction":"Data Imports","introHtml":"Data that's been imported is not displaying correctly.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"68","name":"Data Exports","descriptionHtml":"","callToAction":"Data Exports","introHtml":"Data that's been exported is not displaying correctly.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"104","name":"Performance Issues","descriptionHtml":"","callToAction":"Performance Issues","introHtml":"When the system isn't working very well.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"106","name":"Third-Party Questions","descriptionHtml":"","callToAction":"Third-Party Questions","introHtml":"Whenever the topic relates to things outside of r2o's control, e.g. \"internet is down\".","icon":10763,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10763","groups":[],"key":""},{"id":"60","name":"Contracts","descriptionHtml":"","callToAction":"Contracts","introHtml":"Contract related questions including status, renewals, or cancellation information.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[13],"key":""},{"id":"61","name":"Delivery Tracking","descriptionHtml":"","callToAction":"Delivery Tracking","introHtml":"Shipping or delivery questions relating to a r2o purchase.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[13],"key":""},{"id":"62","name":"Licenses","descriptionHtml":"","callToAction":"Licenses","introHtml":"Help with the type and services of specific r2o license agreements.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[13],"key":""},{"id":"74","name":"LiveAgent request","descriptionHtml":"","callToAction":"LiveAgent request","introHtml":"Request from the LiveAgent address","icon":10766,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10766","groups":[],"key":""},{"id":"76","name":"Chat Request","descriptionHtml":"","callToAction":"Chat Request","introHtml":"Anything generated from Olark chat","icon":10765,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10765","groups":[],"key":""},{"id":"77","name":"Sales Questions","descriptionHtml":"","callToAction":"Sales Questions","introHtml":"General questions on how ready2order works in comparison with other vendors.","icon":10740,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10740","groups":[18],"key":""},{"id":"78","name":"Feature Request","descriptionHtml":"","callToAction":"Feature Request","introHtml":"Ideas on how to improve the ready2order software.","icon":10753,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10753","groups":[18],"key":""},{"id":"63","name":"Status Query","descriptionHtml":"","callToAction":"Status Query","introHtml":"Requesting an Update to any ongoing support case.","icon":10851,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10851","groups":[],"key":""},{"id":"55","name":"Login","descriptionHtml":"","callToAction":"Login","introHtml":"Problems with logging in to the r2o app.","icon":10846,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10846","groups":[13],"key":""},{"id":"109","name":"Printer Problems","descriptionHtml":"","callToAction":"Printer Problems","introHtml":"The printer is not behaving correctly.","icon":10746,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10746","groups":[21],"key":""},{"id":"69","name":"End-of-Day / Start-of-Day","descriptionHtml":"","callToAction":"End-of-Day / Start-of-Day","introHtml":"Difficulties with triggering the start or end of day function.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"90","name":"BackOffice Mail","descriptionHtml":"","callToAction":"BackOffice Mail","introHtml":"BackOffice request forwarded from LiveAgent","icon":10766,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10766","groups":[],"key":""},{"id":"98","name":"General Hardware Questions","descriptionHtml":"","callToAction":"General Hardware Questions","introHtml":"Questions about hardware when working with ready2order.","icon":10746,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10746","groups":[21],"key":""},{"id":"66","name":"Printer Access Codes","descriptionHtml":"","callToAction":"Printer Access Codes","introHtml":"Printing issues that only some users are experiencing.","icon":10848,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10848","groups":[12],"key":""},{"id":"70","name":"Cash Book","descriptionHtml":"","callToAction":"Cash Book","introHtml":"The Cash Book feature is not working as expected / desired.","icon":10847,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10847","groups":[16],"key":""},{"id":"100","name":"Invoice Configuration","descriptionHtml":"","callToAction":"Invoice Configuration","introHtml":"How to personalize the invoices generated by the system.","icon":10850,"iconUrl":"https://ready2order.atlassian.net/servicedesk/customershim/secure/viewavatar?avatarType=SD_REQTYPE&avatarId=10850","groups":[12],"key":""}],"reqGroups":[{"id":13,"name":"Administrative"},{"id":12,"name":"Setup"},{"id":16,"name":"Software"},{"id":21,"name":"Hardware"},{"id":18,"name":"Sales Questions"}],"orderMapping":{"13":[55,56,58,59,61,62,60],"21":[108,109,110,97,98],"16":[70,68,102,69,104,96,105],"18":[77,79,78,40],"12":[103,66,100,101],"15":[66]},"kbs":{"kbEnabled":true,"kbLink":{"appLinkId":"4754b6c3-684c-347d-98fa-0836eb0caf9e","appLinkName":"System Confluence","appLinkUrl":"https://ready2order.atlassian.net/wiki","spaceKey":"CSSP","spaceName":"Customer Self-Service Portal","spaceUrl":"https://ready2order.atlassian.net/wiki/spaces/CSSP"},"labels":[],"projectKey":"CSSP","serviceDeskId":2},"createPermission":true,"portalAnnouncement":{"portalId":2,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"CSSP","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"German (Germany)","isUsingLanguageSupport":true},"canViewCreateRequestForm":true,"isProjectSimplified":false},"sharedPortal":{"name":"Help","description":"Welcome to the help center - we're here to help! Raise a request from the options provided.","kbs":{"kbEnabled":true,"appLinkUrl":"https://ready2order.atlassian.net/wiki"}},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[{"params":{},"key":"com.atlassian.plugins.atlassian-connect-plugin:com.thinktilt.proforma.add-on__portal-form-create","name":"","html":"<div class=\"ap-container\" id=\"ap-com.thinktilt.proforma.add-on__portal-form-create\">\n\n <div class=\"ap-content \" id=\"embedded-com.thinktilt.proforma.add-on__portal-form-create\"></div>\n <script class=\"ap-iframe-body-script\">\n (function(){\n var data = {\n \"addon_key\":\"com.thinktilt.proforma.add-on\",\n \"uniqueKey\":\"com.thinktilt.proforma.add-on__portal-form-create\",\n \"key\":\"portal-form-create\",\n \"moduleType\":\"webPanels\", \"moduleLocation\":\"servicedesk.portal.request.create.property.panels\", \"title\":\"\", \"cp\":\"\",\n \"general\":\"\",\n \"w\":\"\",\n \"h\":\"\",\n \"url\":\"https://pf-v7.thinktilt.net/portal/2/create/?admin=false&xdm_e=https%3A%2F%2Fready2order.atlassian.net&xdm_c=channel-com.thinktilt.proforma.add-on__portal-form-create&cp=&xdm_deprecated_addon_key_do_not_use=com.thinktilt.proforma.add-on&lic=active&cv=1.515.0&jwt=eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJxc2giOiJjMDdjMThiYzMzNmMxMTY2ZmYxZjVhNTlkZWZhMTdlMTc1MTc1NTMzOTQ5OWQwYmU1ZDZlMTM3NjgzNGI4ZDcxIiwiaXNzIjoiZWNhZTc4NWEtYmJjNi0zODkzLWJlMmMtMDZiMjhhMzJiMTcyIiwiY29udGV4dCI6e30sImV4cCI6MTU2ODU5MDcyMywiaWF0IjoxNTY4NTg5ODIzfQ.iKnhhBkamU_zjiJIn4fDP7Dl0qAokwnlbr1QSVKNs6I\",\n \"contextJwt\": \"eyJ0eXAiOiJKV1QiLCJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJlY2FlNzg1YS1iYmM2LTM4OTMtYmUyYy0wNmIyOGEzMmIxNzIiLCJjb250ZXh0Ijp7ImxpY2Vuc2UiOnsiYWN0aXZlIjp0cnVlfSwiamlyYSI6eyJwcm9qZWN0Ijp7ImtleSI6IkNTU1AiLCJpZCI6IjExMDE0In19fSwiZXhwIjoxNTY4NTkwNzIzLCJpYXQiOjE1Njg1ODk4MjN9.nKYOqKJbs19ioLaun2MLoX923CGwizvEQDurbxSVUqE\", \"structuredContext\": \"{\\\"license\\\":{\\\"active\\\":true},\\\"jira\\\":{\\\"project\\\":{\\\"key\\\":\\\"CSSP\\\",\\\"id\\\":\\\"11014\\\"}}}\",\n \"contentClassifier\":\"\",\n \"productCtx\":\"{\\\"project.key\\\":\\\"CSSP\\\",\\\"project.id\\\":\\\"11014\\\",\\\"servicedesk.serviceDeskId\\\":\\\"2\\\"}\",\n \"timeZone\":\"Europe/Berlin\",\n \"origin\":\"https://pf-v7.thinktilt.net\",\n \"hostOrigin\":\"https://ready2order.atlassian.net\",\n \"apiMigrations\": {\n \"gdpr\": true\n }\n};\n if(window.AP && window.AP.subCreate) {\n window._AP.appendConnectAddon(data);\n } else {\n require(['ac/create'], function(create){\n create.appendConnectAddon(data);\n });\n }\n }());\n</script>\n</div>\n"}],"legacyPropertyPanels":[]}}}