SOP: Dispatch Matrix (Resolver Groups)
Historically, a lot of ticket has been dispatched to Oatly Internal 2nd line. This resolver group does no longer exist and has been replaced by several Fujitsu level 2 groups.
Please dispatch your ticket to the best fitted resolver group according below matrix.
If you come across a SOP that instruct you to dispatch it to 2nd line, please have the SOP updated to the correct Resolver group.
How to use Escalate ( Scenario Automation )
We use the function Scenario Automation. Never just move a ticket to another group without a note.
When escalating to another team it's important that we use the Execute Scenario designed for this. This can be found here in every ticket:
- This will generate 2 notes, one public to the user informing them that the ticket has been escalated to the other team.
- As well as one private note that you edit to fill in the certain fields that are:
- Fill out the note that is created in the ticket.
List of Freshservice Agent Groups
Escalation Path for tickets.
Agent Group name
Description
Keywords
Contact person
1st line
Servicedesk - 1st line
Infrastructure & Operations
Back office support
Henrik Karlson
AARO
AARO product team
AARO
Eva-Britt Åkerström
ADP-People Ops
ADP-People Ops
ADP
Keisha Pons
Anaplan
This group handles Anaplan tickets and Issues
Anaplan
Guillaume Maréchal
BI
BI product team
Power BI
Daniel Lagerholm
Carbon footprint
This agent group conducts carbon footprint calculations
Carbon Footprint
Any of the group agents
Community Management
Community Mgmt product team
Instagram, YouTube, TikTok, Social Media
Åsa Ramlid
Confidential
Ulrika Mattsson
Highly Confidential
Ulrika Mattsson
D365 1st line
The first level of D365 escalation
D365
Peter Schlyter
D365 2nd line
The second level of D365 escalation
D365
Peter Schlyter
D365 BPM
D365 BPM
D365
Peter Schlyter
Data Privacy & Security Incidents
GDPR, Privacy
Jonas Björk / Marita Krans
Digital consumer experience
The team that handles Oatly.com, Sprinklr, DAM amongst others
Oatly.com, Sprinklr, DAM
Yassmin Hezarehnia
DPO
Group for DPOs:s and Digital Product related tickets (replacing Business Partner resolver group)
Any of the group agents
EDI APAC
Handle EDI setup and issues APAC
Sara Persson Wallin
EDI EMEA
Handle EDI setup and issues EMEA
Sara Persson Wallin
EDI NAMER
Handle EDI setup and issues in North America
Sara Persson Wallin
Facility Management
Access Card Management in Sweden.
Access Cards
Johan Korpe
Finance
This group is for finance people, i.e. vendor@oalty.com
ExFlow
Camilla Modén
Freshservice
Freshservice support
Freshservice
Lucas Hansson
Global Automation
ITOT (Automation) support group
Christian Isaksson Thim
Hardware Orders
Orders relating to hardware
Simcard, hardware order, Mac, Windows, iPhone, chargers, monitor
Jonas Melles
I&O Architect
I&O Architect
I&O Cloud infrastructure
Internal Oatly Team:
Azure, DevOps
Jonas Nilsson
I&O Network
Internal Oatly Team
Cisco, network, switch, Telenor
Anders Nyström
I&O Server
I&O server-related tickets
TE ADM
Jonas Nilsson
I&O Workplace
Internal Oatly Team, workplace-related tickets that can't be solved by Fujitsu workplace teams (FJ-WP-XX)
1Password
Jonas Melles
OnSite Support
OnSite Support
Integration
IT Integration Support team
Nodenite
Martin Bruce
Internal control
Group for GRC Governance Risk Compliance
Workiva
Matthew Custard
LogicMonitor
LogicMonitor created tickets
Anders Nyström
Major Incident Team
Major Incident Management Team
Ulrika Mattsson
Master data
Master data
Mattias Lind
Oatly approved orderers of ATEA services
Members allowed to place ATEA orders outside the current agreement
Henrik Karlson
On_Call_Duty_Infra
On_Call_Duty_Infra
Anders Nyström
Portfolio Management Office
Portfolio Management Office
Anna Sjögestam
Security
Security
Oliver Ohlsson
SHEQ
SHEQ Product team
Bizzmine, LIMS, Cority, ProxyClick
Henrik Niklasson
STEP
STEP/PLM product team
STEP / PLM
Jasmin Dzinic
STEP Data Mgmt
Group handling changes in STEP data
STEP / PLM
Jasmin Dzinic
Tech hub Greater China
Tech hub APAC
Allen Wang
Tech hub US
Tech hub US
Terry Olsen
Tier0 team
Handles tickets raised from service Item "Tier 0".
Jonas Björk
TMS
Support group for agents working with the Transport Mgmt System (TMS)
TMS, BlueJay
Scott Osborne
Workday HR
Support group for when data needed to be changed in Workday or if a user have an "how to do" question.
Workday , Mass data upload , SupOrg , Functionality
Frida Sorbring
Workday Tech
All log in issues, technical problem, data not been sent to AD correct and so on.
Login WorkDay, Change request
Workflow Standby
Automation Standby (used for FS workflows)
Lucas Hansson
Fujitsu
General group for Fujitsu resources
FJ ChangeTeam L2
Fujitsu in-scope Change Request evaluation
FJ HAMSAM L2
Fujitsu in-scope Software and Hardware Asset Management
FJ Infra AD L2
Fujitsu in-scope support on Active Directory
Azure AD, AD, Local AD,
Aman Singh Kandari
FJ Infra Azure L2
Fujitsu in-scope support on Azure services
Rajiv Kumar Sing
FJ Infra Backup L2
Backup Support
VEEM, Restore Backup
Prem Bathyal
FJ Infra Database L2
Fujitsu in-scope support on database service (Sql Server)
Manoj Kumar Challa
FJ Infra Firewall L2
Fujitsu in-scope support on Security (Firewall)
Mithun Sarkar
FJ Infra ISE L2
FJ Infra Meraki L2
FJ Infra Monitoring L2
Fujitsu in-scope support on Monitoring
Prakash Raavi
FJ Infra Network L2
Fujitsu in-scope support on Network services (R&S, WLS)
Secomea,
Babasaheb Raskar
FJ Infra Security L2
Fujitsu in-scope support on Server AV +Encryption
Viswanathan N
FJ Infra Virtualization L2
Fujitsu in-scope support on Virtualization(VMware and Nutanix Mgmt)
Vipin Rawat
FJ Infra Wintel L2
Fujitsu in-scope support on Wintel services, windows servers
Nilesh Barde
FJ Procurement L2
Fujitsu in-scope procurement-related support
FJ SACM L2
Fujitsu in-scope Service and Asset Configuration related support
FJ WP AppsPack L2
Application packaging, deployment intune
Application packaging,
Kaumudi Surya Sravani Alapati
FJ WP EndUser L2
3rd Line Support Windows 10 and Collaboration Services O365/Teams/Onedrive
O365, Teams, Onedrive, 3rd line windows 10
Sagar Goruchittu
FJ WP EPO L2
Endpoint Antivirus and MS Bitlocker
Endpoint Antivirus
Viswanathan N
FJ WP Intune L2
Intune device management
intune device management
Rakesh Singh Thakur
FJ WP MAC L2
Apple Support
Apple, Mac, iPhone, iPad
Mukesh Saran
FJ WP MDM L2
Workplace enrollment Windows / Apple / Android
Enrollment / BYOD
Amar Khapekar
FJ WP Patching L2
Windows Evergreen (Client) - windows patching, pilot testing
Windows Patching, pilot testing.
Prasad Golipkar
FJ WP Sharepoint L2
Sharepoint tickets
Sharepoint sites
Bharath Nandyala
Data & Analytics Solutions
Guillaume Maréchal
People & Productivity Solutions
Monday.com, Geshdo, Docusign, Menti, Playipp, WeSynch, Mural, Adobe, HeadSpace, &frankly, Culture Amp, Abax, Ecovadis, SimaPro, Worldfavor, Docebo, Rise360, Think-Cell, SeDex, Adonis, Adoit
Frida Sorbring
Finance & Operations Solutions
Peter Schlyter
Sales & Marketing Solutions
Malin Rentner