Incident management

Status	Description
New Ticket	Ticket not looked at
Queued	Ticket picked by by Team
In Process	Ticket in Processing State bu Support Team (Awaiting action by Support Team)
With Client	Ticket back with Client for more information
In Development	Ticket with PremFina Development team. Will be actioned through a Jira ticket and put in a release
Closed	Ticket closed

Acronym	Category	Description	Example
IR	Incident Request	Bug / Issues on the system (i.e. System behaves differently to what it should behave as; or what it states)	Clicking a button is supposed to reverse the return premium. However, it errors with code “Err123…” and is asking to contact the support@premfina.com
CR	Change Request	Changes to the system. Additional functionality. Could be… regulatory, trending, value add, innovation	Add a new functionality on the screen to help in xyz action
IQ	Information Query	Request for some training, additional information etc. No system changes are required here	Ask how to do an action (e.g. reverse return premium). Get training to open a power BI report.
SR	Service Request	Back-end Administration; Servicing request for a particular agreement.	Add a fee, add a return premium etc, add a permission/role

¶ Support Workflow