Any Case Fields:

  • Case Type: B2B, B2B2C, B2C.
  • Root Source
  • Company: should match with the OEM
  • ID: can be the Fidesmo ID, the purchase order ID. The identificator of the order or of the wearable.
  • Customer Email Address
  • Customer Stage: the situation of the customer.
    • A-Hasn't Buy the Wearable Yet
    • B-Has bought the Wearable but hasn't received yet
    • C-Has the wearable, but hasn't activate it
    • D-Has activated, but has been suspended.
    • E-Can't Pay with it.
    • F-Has pay with it, but can't anymore.
    • G-Activated and working
    • H-Has removed the wearable
  • OEM: the OEMS that seel wearables, this field must be updated each time that a new OEM joins or leave our services.
  • Issuer: the banks that we support. This field must be updated each time that we add a new bank to our supported bank list.
  • Scheme: if the card is VISA or MC
  • Services: services that we give to our customers. Should be updated if we add a new service.
    • Pay
    • Fidesmo Links
    • Car Key
  • Components
    • Devices: phones or wearables
    • Ecom Client: our eCommerce web integration.
    • Fidesmo Partner App
    • kiosk
  • OS Type: Operating System
  • Type
    • Problem: nearly every case is consider a problem.
    • Question: 
    • Spam/Others
    • Incident: an issue that should be solve by us, by an issuer or by an OEM that is causing problems to the end-customers.
    • Request: a change of email, or if the OEM or the issuer is asking for sth.
    • Feature Request: a feature change, requested by an OEM or by an Issuer.
  • Status
    • Open: when the case is received and hadn't being replied.
    • Pending: when the customer is waiting an action from us, can be due to an investigation that should be open in an asana task, or that we are waiting a reply from the bank.
    • Resolved: the case is solved.
    • Closed: the case can be solved or not, but we do not receive a confirmation of it.
    • Awaiting for Reply: waiting for the reply of the customer
    • Customer Responded: customer have just replied and needs a reply from our side.
  • Source
    • email
    • portal
    • feedback Widget
    • Outbound Email: emails that we write to our customers from support
  • Priority
    • low
    • medium
    • high
  • Problem Type
    • Activating Device
    • Connecting Card Through Web
    • Connecting card Through Phone
    • Changing Email
    • Device suspended
    • Payment
    • Stolen or Lost
    • Tesla Key
  • Product: this field indicates from which portal does the ticket comes from.

Compass Fields:

  • Device (POI) brand
  • Model Number
  • Android Version
  • Target Environment
  • Type of secure element integration affected
  • Which Operations are affected
  • CPLC of eSE
  • Approximate date when issue was encountered
  • Approximate time when issue was encountered