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Customer device issue
Something went wrong building or deploying a customer's device — error, stuck, doesn't enroll, fails QC, etc.
New model setup
A customer is sending a device model that imaging support doesn't exist for yet — engineering needs to build the image profile.
What happens next
- 1. You'll get an email confirmation from Jira within a minute, with the ticket number to reference.
- 2. Engineering picks up the ticket. Status updates (Waiting for info / Done) fan out to the team Teams channel and your inbox.
- 3. Reply to the Jira email to add a comment, or click the ticket link in any email/Teams update to jump straight to it.