Support processes
for AGOV and CH-LOGIN
With the switch from CH-LOGIN to AGOV (CH2A), the support processes are also changing. On the following page you will learn what is changing.Initial situation
Important:The responsibility of the support organizations of the specialist applications as first-level support for requests from end users remains unchanged.
For end users, the principle of self-help continues to apply. For this purpose, the central help page has been set up, which can be referred to at any time. It contains information and help articles on AGOV, CH-LOGIN as well as on the migration process.
On this page, end users will also find references to the responsible support organizations. In addition, there is now the possibility to open a ticket directly from the appropriate help article if problems persist.
Process
The following sequence shows the process chain. Please note that not all support organizations are additionally integrated into the Halo ITSM tool, where the tickets from end users converge. This only affects the 20 applications with the highest CH-LOGIN usage. These teams are specifically contacted and trained.The remaining support organizations will receive any tickets that should be resolved directly by first-level support back via e-mail.
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