Service desk

Learn more about Invotra’s ‘Service Desk‘ for BART

 How To Raise A Ticket (UK)

Steps

1. Firstly locate the link to ‘Invotra’s service desk‘ – https://invotra.atlassian.net/servicedesk/customer/portal/1
2. You will be redirected to the ‘Invotra service desk/help desk‘ screen
3. Select from the three options:
   1. ‘Report an incident‘
   2. ‘Ask a question‘
   3. ‘Suggest a new idea‘
4. ‘Report an incident‘
   1. You will be redirected to the ‘Report an incident‘ screen
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Add any relevant ‘Files‘
   5. Input the ‘End user contact details‘
   6. Select ‘Send‘
5. ‘Ask a question‘
   1. You will be redirected to the ‘Ask a question‘ screen
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Add any relevant ‘Files‘
   5. Select ‘Send‘
6. ‘Suggest a new idea‘
   1. You will be redirected to the ‘Suggest a new idea‘ screen 
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Select ‘Send‘
7. The ‘User‘ that raises a ticket will receive updates via email

How To Raise A Ticket (US)

Steps

1. Firstly locate the link to ‘Invotra’s service desk‘ – https://io1dev.atlassian.net/servicedesk/customer/portal/44
2. You will be redirected to the ‘Invotra service desk/help desk‘ screen
3. Select from the three options:
   1. ‘Report an incident‘
   2. ‘Ask a question‘
   3. ‘Suggest a new idea‘
4. ‘Report an incident‘
   1. You will be redirected to the ‘Report an incident‘ screen 
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Add any relevant ‘Files‘
   5. Input the ‘End user contact details‘
   6. Select ‘Send‘
5. ‘Ask a question‘
   1. You will be redirected to the ‘Ask a question‘ screen 
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Add any relevant ‘Files‘
   5. Select ‘Send‘
6. ‘Suggest a new idea‘
   1. You will be redirected to the ‘Suggest a new idea‘ screen 
   2. Input a ‘Summary‘
   3. Input a ‘Description‘
   4. Select ‘Send‘
7. The ‘User‘ that raises a ticket will receive updates via email

Our SLA’s

Service uptime – 99.5% between 7-7 Mon-Fri excluding Bank holidays

Can raise a ticket at anytime on a customer portal

Major incident helpline for coverage – available 24/7 365

All of our incidents are backed with strong SLA’s

P1 – 4 hours

P2 – 8 hours

P3 – 24 hours

P4 – 60 hours