How to Provide General Account Information and Bulletins to Mission Control
Bulletins (Lift-Off Portal)
Bulletins should be used to notify Help Desk if one or
more customers has an unusual issue (like a temporary cloud outage, etc.) that they
should be aware of in case users start calling in wondering what is going on.
- For an overall Bulletin (affecting all customers), log in to Lift Off portal and go to the Bulletins section.
- For a bulletin only affecting a specific Account/Client, drill down to the affected Account and within that page, you will find the Account-specific Bulletin page.
Please paste in any details about the outage and their entire team will see it.
Make sure to clear the Bulletin once the issue has been resolved!!
Ticket Instructions (Lift-Off Portal)
For more permanent notifications that you want the help desk to see when creating the ticket before starting work, you can add Ticket Instructions in the MC Lift-Off portal either on an account basis or on a global basis. (E.g., use ticket instructions for remote access details, special info on non on-boarded contacts to help, etc.)
Quick Notes (IT Glue)
For more technical advisories that will be seen after the ticket is created, use the customer's Quick Notes in IT Glue.
Take advantage of the formatting options in IT Glue's Quick Notes to make the notes very clear to MC personnel.
Getting Help with the Lift-Off Portal
If you're not confident about making changes in the MC portal, email success@missioncontrolnoc.com and they will either guide you or make the requested changes for you.
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