Please find detailed overview on supported request types and what you need to bring to the form on this SharePoint Site: PIM Ticketing Tool
Which request types I can submit under “Product Page Content Requests” in Check My Ticket?
enPriority Levels
en| Priority Level | Description | Examples | Response Time |
|---|---|---|---|
| Blocker | Issues or requests that have a major impact on a commerce capability that block a planned go live or release or concern on the operability of a shop function for customer. |
|
Immediate (ad hoc support) |
| Critical (P1) | Issues or requests that have a major impact on business operations e.g., Ecommerce or customer-facing channel. This could include urgent product updates required to comply with legal or regulatory requirements. |
|
Immediate (within 1 working day). |
| High (P2) | High-priority requests that impact critical business processes or large portions of the product portfolio but do not halt operations. These require swift resolution but are not as urgent as Critical issues. |
|
≈ 1-3 working days |
| Medium (P3) | Important requests that impact day-to-day operations but do not have an immediate or severe impact on the business. These should be handled promptly but do not require immediate attention. |
|
≈5 working days |
| Low (P4) | Minor requests or updates that have a low impact on business operations. These requests are typically not time-sensitive and can be scheduled according to resource availability |
|
≈5-10 working days |
How can I track the status?
enSearch for your ticket number and you will be able to check what state is ticket currently in.
What is my ticket number?
enWhen you open a ticket you will receive a confirmation mail back with your ticket number, or when you create your ticket directly on the page, you can see your ticket ID in the pop up note. You can use ticket ID in the search bar.
Example: PIM-94281