Please choose this option if you need support for any of Kensium products including POS, WMS, Ecommerce Connectors, etc.
Product - Request
📢 By submitting this ticket:
1. You are authorizing Kensium up to 2 hours of work, to review and potentially resolve the issue. 2. You are also agreeing to provide Kensium’s staff access to your environment.
Required fields are marked with an asterisk*
{"xsrfToken":"359ec5f4c1028873a46b8073e964caf923764f4f_lout","branding":{"id":"95","key":"ss","name":"\uD83D\uDED2 Products","portalBaseUrl":"/servicedesk/customer/portal/95","logoUrl":"/rest/servicedesk/1/customer/viewport-resources/portal-logo/95/1155","theme":{"headerBGColor":"#ffffff","headerLinkColor":"#292929","headerLinkHoverColor":"#080c0f","headerLinkHoverBGColor":"#080c0f","headerBadgeColor":"#080c0f"}},"helpCenterBranding":{"logoUrl":"https://api.media.atlassian.com/file/bc4a9a45-cea1-4073-bc90-6c366d69f9ce/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiOTcyYWFlZC0zMjkxLTQ5ZjAtYjQ5MC04ZWQ4ZjBlN2Y0YzgiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOmJjNGE5YTQ1LWNlYTEtNDA3My1iYzkwLTZjMzY2ZDY5ZjljZSI6WyJyZWFkIl19LCJleHAiOjE3NTIyNTc5NDEsIm5iZiI6MTc1MjI1NzM0MX0.lhZvO05OwbTi2sCRO1JiAy9SPnfIrqWhukbdklgXGeA&client=b972aaed-3291-49f0-b490-8ed8f0e7f4c8&mode=fit","logoId":"bc4a9a45-cea1-4073-bc90-6c366d69f9ce","isLogoAvailable":true,"helpCenterTitle":"\uD83E\uDD1DWelcome to the Kensium Support Portal","sharedPortalName":"Kensium Support Portal","userInitialAnnouncementHeader":"Please read the below instructions before proceeding \uD83D\uDC47","userInitialAnnouncementMessageWiki":"<p>If you are an existing Kensium support customer, please submit a ticket from your dedicated customer portal. <br> Please select a form below, if you are NOT a existing Kensium support customer and need assistance on Adobe (Formerly Magento), BigCommerce, or Kensium's Products.</p>","translations":{"en-US":{"helpCenterTitle":"\uD83E\uDD1DWelcome to the Kensium Support Portal","sharedPortalName":"Kensium Support Portal","announcementHeader":"Please read the below instructions before proceeding \uD83D\uDC47","announcementMessage":"If you are an existing Kensium support customer, please submit a ticket from your dedicated customer portal. \nPlease select a form below, if you are NOT a existing Kensium support customer and need assistance on Adobe (Formerly Magento), BigCommerce, or Kensium's Products.","localeDisplayName":"English (United States)"}},"canEditAnnouncement":false,"siteDefaultLanguageTag":"en-US","userLanguageTag":"en-US","portalThemeColor":"#0074e0","helpCenterTitleColor":"#ffffff","bannerMediaApiUrl":"https://api.media.atlassian.com/file/0e2c6c54-0d36-437a-a4e8-addd51f0a047/image?token=eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiOTcyYWFlZC0zMjkxLTQ5ZjAtYjQ5MC04ZWQ4ZjBlN2Y0YzgiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTpmaWxlOjBlMmM2YzU0LTBkMzYtNDM3YS1hNGU4LWFkZGQ1MWYwYTA0NyI6WyJyZWFkIl19LCJleHAiOjE3NTIyNTc5NDEsIm5iZiI6MTc1MjI1NzM0MX0.w00Kiy_rCA4GDjHt28E2lBA-RDB2hsaoh4EgzWuZ50Y&client=b972aaed-3291-49f0-b490-8ed8f0e7f4c8&height=300&mode=fit","bannerMediaApiFileId":"0e2c6c54-0d36-437a-a4e8-addd51f0a047","useDefaultBanner":false,"isBannerAvailable":true,"hasTopBarBeenSplit":false},"portal":{"id":"95","key":"ss","projectId":10261,"serviceDeskId":95,"name":"\uD83D\uDED2 Products","description":"<p>Please choose this option if you need support for any of Kensium products including POS, WMS, Ecommerce Connectors, etc.</p>","portalBaseUrl":"/servicedesk/customer/portal/95","reqTypes":[{"id":"1223","name":"Product - Request","descriptionHtml":"<p>\uD83D\uDCE2 <b>By submitting this ticket:</b></p>\n<p>1. You are authorizing Kensium up to 2 hours of work, to review and potentially resolve the issue.<br> 2. You are also agreeing to provide Kensium’s staff access to your environment.</p>","callToAction":"Product - Request","introHtml":"","icon":10466,"iconUrl":"https://kensium.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","groups":[128],"key":""},{"id":"323","name":"Emailed request","descriptionHtml":"","callToAction":"Emailed request","introHtml":"<p>Request received from your email support channel.</p>","icon":10527,"iconUrl":"https://kensium.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10527","groups":[],"key":""},{"id":"2452","name":"Product License - Request","descriptionHtml":"","callToAction":"Product License - Request","introHtml":"","icon":10504,"iconUrl":"https://kensium.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10504","groups":[],"key":""}],"reqGroups":[{"id":128,"name":"General"}],"orderMapping":{"128":[1223]},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"createPermission":true,"portalAnnouncement":{"portalId":95,"canEditAnnouncement":false,"canAdministerProject":false,"portalProjectKey":"KPS","userLanguageHeader":"","userLanguageMessageWiki":"","defaultLanguageHeader":"","defaultLanguageMessage":"","defaultLanguageDisplayName":"English (United States)","isUsingLanguageSupport":false,"translations":{}},"canViewCreateRequestForm":true,"isProjectSimplified":false,"mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiOTcyYWFlZC0zMjkxLTQ5ZjAtYjQ5MC04ZWQ4ZjBlN2Y0YzgiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDI2MSI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIyNTg1NDEsIm5iZiI6MTc1MjI1NzM0MX0.iO44JagqtbofoFUsRQz26y9XaH0C7vRsuLCa2iZbHgg","targetCollection":"upload-project-10261","endpointUrl":"https://api.media.atlassian.com","clientId":"b972aaed-3291-49f0-b490-8ed8f0e7f4c8","tokenDurationInMins":20}},"reqCreate":{"id":1223,"projectId":10261,"issueType":{"id":"10127","name":"Product Support"},"form":{"name":"Product - Request","descriptionHtml":"<p>\uD83D\uDCE2 <b>By submitting this ticket:</b></p>\n\n<p>1.\tYou are authorizing Kensium up to 2 hours of work, to review and potentially resolve the issue.<br/>\n2.\tYou are also agreeing to provide Kensium’s staff access to your environment.</p>","callToAction":"Product - Request","intro":"","instructions":"<p>\uD83D\uDCE2 <b>By submitting this ticket:</b></p>\n\n<p>1.\tYou are authorizing Kensium up to 2 hours of work, to review and potentially resolve the issue.<br/>\n2.\tYou are also agreeing to provide Kensium’s staff access to your environment.</p>","icon":10466,"iconUrl":"https://kensium.atlassian.net/rest/servicedeskapi/requesttype/icon/type/SD_REQTYPE/id/10466","key":""},"fields":[{"fieldType":"text","fieldId":"email","fieldConfigId":"","label":"Email confirmation to","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10114","fieldConfigId":"10305","label":"Full Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10112","fieldConfigId":"10303","label":"Company Name","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[]},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:textfield","fieldId":"customfield_10134","fieldConfigId":"10339","label":"Phone Number","description":"","descriptionHtml":"","required":false,"displayed":true,"presetValues":[]},{"fieldType":"cascadingselect","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:cascadingselect","fieldId":"customfield_10239","fieldConfigId":"12038","label":"Platform Need Support On","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"values":[{"value":"13766","label":"Acumatica - Adobe (Magento) Connector","selected":false,"children":[]},{"value":"13757","label":"Acumatica - BigCommerce B2B Connector","selected":false,"children":[]},{"value":"13758","label":"Acumatica - Braintree Plugin","selected":false,"children":[]},{"value":"13759","label":"Acumatica - Build Your Product","selected":false,"children":[]},{"value":"13761","label":"Acumatica - CommercePro","selected":false,"children":[]},{"value":"13762","label":"Acumatica - Customizable Kits","selected":false,"children":[]},{"value":"13823","label":"Acumatica - India Fixed Assets","selected":false,"children":[]},{"value":"13822","label":"Acumatica - India Localization","selected":false,"children":[]},{"value":"13765","label":"Acumatica - Kensium Commerce Framework","selected":false,"children":[]},{"value":"13763","label":"Acumatica - KensiumPOS","selected":false,"children":[]},{"value":"13764","label":"Acumatica - KensiumWMS","selected":false,"children":[]},{"value":"13767","label":"Acumatica - PayPal Invoicing","selected":false,"children":[]},{"value":"13768","label":"Acumatica - PayPal Payflow Plugin","selected":false,"children":[]},{"value":"13760","label":"Acumatica - Rithum (ChannelAdvisor) Connector","selected":false,"children":[]},{"value":"13769","label":"Acumatica - Sellercloud Connector","selected":false,"children":[]},{"value":"13869","label":"Boomi Connector","selected":false,"children":[]},{"value":"13770","label":"Sage - KensiumPOS","selected":false,"children":[]},{"value":"13774","label":"Others","selected":false,"children":[]}]},{"fieldType":"text","jiraFieldType":"summary","fieldId":"summary","fieldConfigId":"","label":"Request Title","description":"HELP TEXT: A short two or three word title is best as this will become the title of your ticket on emails. Example: Site Down or Tax Report Request.","descriptionHtml":"<p>HELP TEXT: A short two or three word title is best as this will become the title of your ticket on emails. Example: Site Down or Tax Report Request.</p>","required":true,"displayed":true,"presetValues":[]},{"fieldType":"textarea","jiraFieldType":"description","fieldId":"description","fieldConfigId":"","label":"Provide details of your support request along with steps to reproduce","description":"","descriptionHtml":"","required":true,"displayed":true,"presetValues":[],"rendererType":"atlassian-wiki-renderer"},{"fieldType":"text","jiraFieldType":"com.atlassian.jira.plugin.system.customfieldtypes:url","fieldId":"customfield_10159","fieldConfigId":"10378","label":"Platform Instance URL","description":"*HELP TEXT*: Please enter the full URL. Example: https://www.companyname.acumatica.com/","descriptionHtml":"<p><b>HELP TEXT</b>: Please enter the full URL. Example: <a href=\"https://www.companyname.acumatica.com/\" class=\"external-link\" rel=\"nofollow noreferrer\" target=\"_blank\">https://www.companyname.acumatica.com/</a></p>","required":false,"displayed":true,"presetValues":[]},{"fieldType":"attachment","jiraFieldType":"attachment","fieldId":"attachment","fieldConfigId":"","label":"Screen Captures or Other Supporting Attachments","description":"*HELP TEXT*: Please provide screen shots to demonstrate your request, any errors received or logs to help identify the solution.","descriptionHtml":"<p><b>HELP TEXT</b>: Please provide screen shots to demonstrate your request, any errors received or logs to help identify the solution.</p>","required":false,"displayed":true,"presetValues":[]}],"userOrganisations":[],"canBrowseUsers":true,"requestCreateBaseUrl":"/servicedesk/customer/portal/95/create/1223","requestValidateBaseUrl":"/servicedesk/customer/portal/95/validate/1223","calendarParams":{"firstDay":0,"date":"2025-07-11T18:09:02+0000","useISO8601WeekNumbers":false,"dateIfFormat":"%e/%b/%y","dateTimeIfFormat":"%e/%b/%y %I:%M %p","timeFormat":"12"},"kbs":{"kbEnabled":false,"serviceDeskId":-1},"canRaiseOnBehalf":false,"canSignupCustomers":false,"canCreateAttachments":true,"attachmentRequiredField":false,"hasGroups":true,"canSubmitWithEmailAddress":true,"showRecaptcha":true,"siteKey":"6LePXLkdAAAAAF4gCNalrL1IvZcqbNbZf_Zakudd","mediaApiUploadInformation":{"token":"eyJhbGciOiJIUzI1NiJ9.eyJpc3MiOiJiOTcyYWFlZC0zMjkxLTQ5ZjAtYjQ5MC04ZWQ4ZjBlN2Y0YzgiLCJhY2Nlc3MiOnsidXJuOmZpbGVzdG9yZTp1cGxvYWQ6KiI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y29sbGVjdGlvbjp1cGxvYWQtcHJvamVjdC0xMDI2MSI6WyJyZWFkIiwiY3JlYXRlIiwidXBkYXRlIl0sInVybjpmaWxlc3RvcmU6Y2h1bms6KiI6WyJyZWFkIiwiY3JlYXRlIl19LCJleHAiOjE3NTIyNTg1NDIsIm5iZiI6MTc1MjI1NzM0Mn0.Sw-AnhYflOUDPSwptMWYSjXrjskxRaO4QskSInpEMJ8","targetCollection":"upload-project-10261","endpointUrl":"https://api.media.atlassian.com","clientId":"b972aaed-3291-49f0-b490-8ed8f0e7f4c8","tokenDurationInMins":20},"hasProformaForm":true,"proformaTemplateForm":{"id":3,"updated":"2024-05-01T17:43:01.862249672Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[1223],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":3,"name":"Priority Escalation Matrix","submit":{"lock":false,"pdf":false},"templateFormUuid":"8f78631a-01ce-4a71-aca0-bab0f8ff0055"},"layout":[{"version":1,"type":"doc","content":[{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"fc0781ea-88b3-4583-a995-c0b99c83a9ed"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"Priority Level","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"1st Response","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"Automatic Escalation","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":" Definition","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colwidth":[104],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":" Additional Fee","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"⛔️ P1"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"30 Minutes"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"1 Hour"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Is applicable for an urgent request such as, the Site is not accessible, is completely down, or multiple orders cannot be imported, shipped, etc. No work around exists."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[{"type":"text","text":" "}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"$125"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"\uD83D\uDFE0","marks":[{"type":"strong"}]},{"type":"text","text":" P2"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"2 Hours"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"4 Hours"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Is applicable for a high priority request. Key functionality is not available, but workarounds exist."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[{"type":"text","text":" "}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"$75"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"\uD83D\uDFE1","marks":[{"type":"strong"}]},{"type":"text","text":" P3"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"1 Business Day"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"2 Business Days"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Some functionality is not working as expected or a change is desired (New development or functional requests)."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]}]},{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":2},"layout":"default","localId":"30dd7b1b-dde5-493e-a203-9d8fb2ff8414"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":7},"layout":"default","localId":"ced9faaa-3e5c-4c18-aa12-d10f5aea3d85"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":9},"layout":"default","localId":"675b6cf0-7dba-4020-9edc-6b98bb90e2eb"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[]}]}],"conditions":{"11":{"t":"sh","i":{"co":{"cIds":{"2":[]}}},"o":{"sIds":["3"]}},"5":{"t":"sh","i":{"co":{"cIds":{"2":["12746"]}}},"o":{"sIds":["1"]}},"8":{"t":"sh","i":{"co":{"cIds":{"2":["12747"]}}},"o":{"sIds":["2"]}}},"sections":{"1":{"name":"P1","conditions":["5"]},"2":{"name":"P2","conditions":["8"]},"3":{"name":"P3","conditions":["11"]}},"questions":{"2":{"type":"cd","label":"Select the Priority Level","description":"","validation":{"rq":true},"jiraField":"customfield_10070","defaultAnswer":{"choices":["12748"]},"questionKey":""},"7":{"type":"cm","label":"Consent","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes, I agree to raise this request as a P1 (Need a response back in under 30 mins), and am approving the additional fees as listed in the table above on behalf of my organization.","other":false}],"questionKey":""},"9":{"type":"cm","label":"Consent","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes, I agree to raise this request as a P2 (Need a response back in under 2 hours), and am approving the additional fees as listed in the table above on behalf of my organization.","other":false}],"questionKey":""}}},"uuid":"8f78631a-01ce-4a71-aca0-bab0f8ff0055"},"proforma":{"formExists":true,"formValid":true,"formTemplateData":{"id":3,"updated":"2024-05-01T17:43:01.862249672Z","publish":{"jira":{"submitOnCreate":true,"validateOnCreate":true},"portal":{"portalRequestTypeIds":[1223],"submitOnCreate":true,"validateOnCreate":true}},"design":{"settings":{"templateId":3,"name":"Priority Escalation Matrix","submit":{"lock":false,"pdf":false},"templateFormUuid":"8f78631a-01ce-4a71-aca0-bab0f8ff0055"},"layout":[{"version":1,"type":"doc","content":[{"type":"table","attrs":{"isNumberColumnEnabled":false,"layout":"default","localId":"fc0781ea-88b3-4583-a995-c0b99c83a9ed"},"content":[{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"Priority Level","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"1st Response","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":"Automatic Escalation","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":" Definition","marks":[{"type":"strong"}]}]}]},{"type":"tableCell","attrs":{"colwidth":[104],"background":"#f4f5f7"},"content":[{"type":"paragraph","content":[{"type":"text","text":" Additional Fee","marks":[{"type":"strong"}]}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"⛔️ P1"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"30 Minutes"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"1 Hour"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Is applicable for an urgent request such as, the Site is not accessible, is completely down, or multiple orders cannot be imported, shipped, etc. No work around exists."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[{"type":"text","text":" "}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"$125"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"\uD83D\uDFE0","marks":[{"type":"strong"}]},{"type":"text","text":" P2"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"2 Hours"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"4 Hours"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Is applicable for a high priority request. Key functionality is not available, but workarounds exist."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[{"type":"text","text":" "}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"$75"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]},{"type":"tableRow","content":[{"type":"tableCell","attrs":{"colwidth":[81]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"\uD83D\uDFE1","marks":[{"type":"strong"}]},{"type":"text","text":" P3"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[124]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"1 Business Day"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[112]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]},{"type":"paragraph","content":[{"type":"text","text":"2 Business Days"}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[363]},"content":[{"type":"paragraph","content":[{"type":"text","text":"Some functionality is not working as expected or a change is desired (New development or functional requests)."}],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]},{"type":"tableCell","attrs":{"colwidth":[104]},"content":[{"type":"paragraph","content":[],"marks":[{"type":"alignment","attrs":{"align":"center"}}]}]}]}]},{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":2},"layout":"default","localId":"30dd7b1b-dde5-493e-a203-9d8fb2ff8414"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":7},"layout":"default","localId":"ced9faaa-3e5c-4c18-aa12-d10f5aea3d85"}}]},{"version":1,"type":"doc","content":[{"type":"extension","attrs":{"extensionType":"com.thinktilt.proforma","extensionKey":"question","parameters":{"id":9},"layout":"default","localId":"675b6cf0-7dba-4020-9edc-6b98bb90e2eb"}}]},{"version":1,"type":"doc","content":[{"type":"paragraph","content":[]}]}],"conditions":{"11":{"t":"sh","i":{"co":{"cIds":{"2":[]}}},"o":{"sIds":["3"]}},"5":{"t":"sh","i":{"co":{"cIds":{"2":["12746"]}}},"o":{"sIds":["1"]}},"8":{"t":"sh","i":{"co":{"cIds":{"2":["12747"]}}},"o":{"sIds":["2"]}}},"sections":{"1":{"name":"P1","conditions":["5"]},"2":{"name":"P2","conditions":["8"]},"3":{"name":"P3","conditions":["11"]}},"questions":{"2":{"type":"cd","label":"Select the Priority Level","description":"","validation":{"rq":true},"jiraField":"customfield_10070","defaultAnswer":{"choices":["12748"]},"questionKey":""},"7":{"type":"cm","label":"Consent","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes, I agree to raise this request as a P1 (Need a response back in under 30 mins), and am approving the additional fees as listed in the table above on behalf of my organization.","other":false}],"questionKey":""},"9":{"type":"cm","label":"Consent","description":"","validation":{"rq":true},"choices":[{"id":"1","label":"Yes, I agree to raise this request as a P2 (Need a response back in under 2 hours), and am approving the additional fees as listed in the table above on behalf of my organization.","other":false}],"questionKey":""}}},"uuid":"8f78631a-01ce-4a71-aca0-bab0f8ff0055"},"linkedJiraFields":["customfield_10070"]},"key":""},"portalWebFragments":{"headerPanels":[],"subheaderPanels":[],"footerPanels":[],"pagePanels":{"propertyPanels":[],"legacyPropertyPanels":[]}}}