ICAMP Production Support Request Process

Field ICAMP team personnel will complete the following steps if they are experiencing any problems within the ICAMP production system and require support.

1. Email Message from Field ICAMP Team Personnel.

A. If you are experiencing a problem with the ICAMP production system, immediately send an email message to the following email address:

[email protected]

B. The ICAMP Support team will do our best to acknowledge reception of the message within 15 to 30 minutes, and try and resolve the issue based upon the following Priority Matrix:

Priority Description Resolution Time
P1-High Priority  No workaround to the problem, work stopped; effecting multiple users. 24 hours, best effort depending on problem and resources to resolve; and if necessary emergency release scheduling
P2 Medium Priority Work around available. 3-5 business days; depending on problem and resources to resolve and if release is not required
P3 Low Priority Issue is not preventing work, but is disrupting normal work style. 7-10 business days; will depend on level of resources require to fix the issueand if a release is not required
P4- Platform Improvement Suggested improvement. Evaluated as part of ongoing platform roadmap improvements
NAR Not able to reproduce the issue. If ICAMP Production Support  is not able to reproduce the issue we likely will not be able to resolve it. We will continue to track the NAR issues, and if/when we are able to reproduce and diagnose the issue we will attempt to resolve it or introduce an enhancement to address the issue.

2. Information to Include in the Email Message to ICAMP Production Support

A. Make sure to include the following information in your email message to ICAMP Production Support:

  • Trouble Ticket Number: (if this is a follow up email and you have the number)
  • User Name:
  • User ID:
  • System Impacted (Tririga, FieldFlex, Both, ICAMP KB)
  • Description of Issue:
  • Project\Work Task Name and ID:
  • BSII, Opportunity, Solution, CELI, Adder ID(s):
  • Environment (Dev, Test, Prod, Training):
  • Steps to Reproduce:
  • Impacting Other Users (Yes, No - if yes, who)
  • Screen Shot of Issue (include error message(s) if you can capture them)

3. Example Email Message

Here is an example of the contents your support email should contain when requesting assistance from ICAMP Production Support:

NOTE: If you have already logged an issue with ICAMP Production Support, make sure you include your trouble ticket number.  No ticket number, no support.