Support for application operation

The primary means of communication for failures, malfunctions and general issues is ticket systems such as Jira and Helpline. Users report incidents and issues via tickets that are then accepted in an initial step. After this, the requirements in the ticket are checked, and then the causes of the problem are investigated, in order to finally develop and apply a solution strategy. This process involves coordination with the department and the application owners. Throughout this time, the steps taken and the changes made are documented both in the tickets and in the customer's in-house wiki, so that when the same or similar problems and issues occur, they can be processed and solved as quickly as possible.