Purpose of this document
- Provide relevant information and instructions for submitting and reviewing Hosting Services support requests.
- Provide steps to access the MnDOT Knowledge Center through Zendesk
- Provide and confirm points of contact for Hosting Services and AASHTOWare Project Support Requests.
Overview
Infotech Enterprise Support (formerly AASHTOWare Product Support) will be taking over as the primary point of contact for Hosting Services requests. To fulfill this, hosted agencies will be provided a Zendesk Knowledge Center that will act as a centralized location for documentation and guides relevant to the hosted experience, as well as a point of ticket submission for Hosted Services Support Requests.
Hosted Services agents will still be active in the support process, and will often be included in ticket communications.
MnDOT Knowledge Center
The knowledge center will have a public and private section for documentation and guides. Infotech will provide initial basic guides and informational documentation, and the agency will provide anything that users might need outside of the provided documents. To provide documents to add to the knowledge center, please reach out to customer.support@infotechinc.com.
Agency users will be able to submit Hosting Services Support Requests.
Users will be able to log in (via a Zendesk account) to review existing agency Hosting Services requests and to view any documentation that is deemed private.
Zendesk Access
Active agency users are likely to already have a Zendesk account automatically created through email communications with Enterprise Support. These users will simply need to reset their password and confirm their Zendesk account through the Sign In page on the Knowledge Center.
Other agency users will be able to register for a Zendesk account from the Sign In page on the Knowledge Center.
Accounts will automatically be associated with the agency based on the email domain of the registered user. If a user needs access to the Private section of the Knowledge Center, Enterprise Support can manually add that user to the proper group in Zendesk.
Hosting Services Support Process
Enterprise Support will be the primary contact for Hosting Services Support Requests. Communications with the users will be through an email thread tied to the ticket in Zendesk.
EUD Approval will be requested through a separate email conversation tied to the Zendesk ticket. Approval requests will be sent automatically for some Work Item Types, and will be sent at the request of Hosting Services in other cases.
EUDs will always be included in the CC list of Hosting Services Support Requests.
AASHTOWare Project Call Ticket Submission
At this time, all AASHTOWare Project Call Tickets will be submitted and remain accessible through aashtowareproject.org. Users can also submit AASHTOWare Project Call Tickets through email to customer.support@infotechinc.com.
In the future, Enterprise Support will also be utilizing the Zendesk Knowledge Centers to provide information relevant to AASHTOWare Project and other products that we support.