Category: Submit a Ticket

1. Company and I/O routes shall promptly notify the Supervisor of any reported problems. 2. The Supervisor shall conduct an evaluation and make an earnest effort to resolve the problem. 3. In the event that the Supervisor’s attempts are unsuccessful, they are required to escalate the problem to the Division Manager. 4. The Division Manager is responsible for thoroughly documenting the problem and making diligent attempts to resolve it. 5. If the Division Manager’s efforts prove to be unsuccessful, they must initiate contact by sending an email to routesupport@olemexicanfoods.net, outlining the details of the problem. 6. The Mobile Communications Department will then assume responsibility for troubleshooting and resolving the problem. 7. If the Mobile Communications Department is unable to resolve the problem, they are obligated to escalate it to the DSD solution developers, seeking further assistance. Submit a ticket

1. To submit a ticket, include the following: *Subject line in the email: (User Full Name) – (Division) – (Application name) *The contact’s number *The description of the problem *How the problem was duplicated *Example: Email Subject: John Doe – Atlanta – OLE Survey Route Name: John Doe Distribution Driver’s Name: John Doe Contact Number: 404-505-6060 Description of problem: IO is unable to print the End of day report Confirmed by Management: Angelo Roberto confirmed the problem. Mr. Roberto remoted in through quick support and was not able to print the end-of-day report. The driver has the latest version. Management is required to address the issue first and attempt to resolve it, before emailing Route Support. Submit a ticket

1. Division or Regional Manager must send a request via email to Route Support for a ticket to generate. 2. The following email needs to include: *Subject line in email: (Route number) – (Division) – (Chimera DSD) *The route number *The driver’s name *The device make and model *The description of the problem *How and who confirmed of duplicating the problem. Example: Email Subject: Route 984 – Sacramento – Chimera DSD Route number: 0516 Driver’s name: John Doe Device make and model: Samsung Galaxy J3 Description of problem: The printer is not able to print the daily report Confirmed by Management: Problem was confirmed by Angel Roberto. Mr. Roberto remoted in through quick support and was not able to print the daily report. The driver has the latest version. Download guide