In the following you will find the description and short details of the various ticket types that is available in this Ruby Instance. May this assist you in selecting the correct types for the raised tickets in cases they were raised without one selected or you may need to modify a type to another one in correction.
There are specific types for some of the customers. In case you need to refer to specifics, please refer to the below list(s).
Customer specifics & Agreed task list:

In case you are unsure or unable to decide/find the correct Type to select for a case, refer to your Team Leader or Training team to confirm.


If the query received is not part of the agreed task list always make sure to raise it to your Team Leader as well mark these tickets with the TAG "Not in Task List".


 
TypeCategoryDescription
Order Creation CE NEWOnly for manual order CE New creation

TP RequestOnly for manual TP order creation

CiscoOnly for manual Cisco order creation

Anywhere to AnywhereOnly for manual A2A order creation

Vendor orderOnly for manual Vendor order creation
Order ManagementAllocationOnly for manual order allocation requests.

Order ModificationOrder attribute change (address, MOT, emergency level, part, qty, RADT)

CancellationOrder cancellation request from the client.

Back order managementOnly for the BO CB orders, and for the communication chain with the planning team.

CDC referalOnly for the order which are referred to US of CA stock, all communication with the WH and the relevant carriers.
Shipment Monitoring & Follow UpShipment Status UpdateOnly for shipment related status update requests (ETA, UTA, COD)

Shipment AlertsOnly for system generated automatic shipment alerts (SDVT, SELECT, BOA carrier etc.)

ETA RequestOnly for the shipments where ETA is missing or written confirmation is needed from the LSP/Carrier.

POD RequestOnly for the shipments where COD is missing and needs to be requested from the LSP/Carrier.

Shipment issueOnly for the shipments where, there is an issue with the address, contact, missing or incorrect parts.

Delivery DelayOnly for the shipments which missed  the ETA, and for the LSP/Carrier communication chains.

Lost & Damaged PartsOnly for the shipments which has missing or damaged package/parts and L&D process needs to be initiated.
DG Goods HandlingPre-alertsPre-alerts from brokers or carriers.

RRAd-hoc queries requiring RateRequest entry.

Real Hazmat EnquiriesHazmat - DG related queries.

MSDS requestsMSDS requests.
Customs ComplianceClearance instructionClearance instruction for brokers.

Record retentionRecord retention requests by IBM.

Pre-ClearancePre-clearance check of customs declarations.

Post-ClearancePost-clearance check of customs declarations.

Evidence CollectionEvidence collection for IBM Trade Compliance testing.

French shipmentsEmails related to French shipments.
PSIGeneralGeneral PSI email.

EGEG related emails.

NGNG related emails.

ZA ZA related emails.

IORShipments under IOR Global's scope.
Inventory ManagementInventoryOnly for generic Inventory related tasks, requests.

Stock AdjustmentOnly for Stock up and down adjusment related requests

InboundOnly for Inbound shipment related tasks request.

RIC-Cycle countOnly for the stock count related tasks and request

CesalOnly for parts where customer requests a quality, attribute, condition etc. related change based.

CRVOnly for the CRV related tasks and requests.

ScrapOnly for the Scrap related tasks and requests.

FMIOnly for the FMI related tasks and requests.

COOOnly for the incorrect COO modification related tasks and requests.
Returns Management Label requestOnly for the return lable re-printing, or manual label creation

Pickup requestOnly for pick up requests, bookings on carrier's side

Return investigationOnly for return orders where investigation is requested/required

CE Fast ReturnOnly for queries related to CE Fast Return request

Assistance to the WHOnly for requests from the LSP, where Return Team's assistance is needed

OSR deletionOnly for requested OSR deletion and related communications

GIDR relatedOnly for GIDR related communications and tasks to solve them

Pending ReturnOnly for the closed return order which are not completly processed

System issueOnly for the return orders, where there is additional FLS or IT support needed.(Cannot be closed, Incorrectly processed etc.)

NDFOnly for return orders which are NDFs
ReportingRaw data from IBMOnly for reports which are received from IBM users or systems(TSO etc.)

Raw data from SUOnly for reports from SU (Scheduled or manually downloaded)

Raw data from 3rd partyOnly for reports which are received from carrier/broker/vendor or other third party  users or systems

Useful Information/Update Only for communication matrix or WH address updates

Internal reportOnly for the reports which are used internally(KPIs, other ad-hoc internal measures)

External reportOnly for the reports which are sent to sepific non CT users.
BNRForward Only for Forward shipment reladet invoice modification requests.

ReturnOnly for Return shipment reladet invoice modification requests.

Ad-HocOnly for Ad-Hoc invoice related change requests.

Monthly correctionsOnly for requests related to Monthly correction process.

Bluetron VendorOnly for request related to Bluetron Vendor processes.

BDT VendorOnly for request related to BDT processes.
Control Point TestingSecurity Self-AssessmentOnly for Security Self-Assesment related processes.

Report RequestOnly for report requests
Financial tracking and accruals
Only for Financial tracking and accruals related requests.
System NotificationDHL toolOnly for system related notificiation updates/planned maintenances for DHL tools

Customer toolOnly for system related notificiation updates/planned maintenances for Customer owned tools

Third party toolOnly for system related notificiation updates/planned maintenances for third party tools

DSC Internal CommunicationOnly for DSC internal mass communications
TroubleshootingAnalysis/CorrectionOnly for system issue or operational error related     corrections, RCAs and preventive actions.

ReconOnly for processes/request related to Reconciliation.(Inventory cross check between the systems)

TicketsOnly for IT tickets.
Account ManagementCustomer toolOnly for customer owned tools related account management requests.

DHL toolOnly for DHL owned tools related account management requests.
MasterdataAddress maintenanceOnly for address maintenance related requests.

CSTOnly for CST modification/update related requests.

PMFOnly for Part Master Data related modification/update requests.
System IssueDHL toolOnly for DHL managed systems/tools related system issue alerts management.

Customer toolOnly for Customer managed systems/tools related system issue alerts management.

Third party toolOnly for third party managed systems/tools related system issue alerts management.
UAT
Only for testing related tasks processes.
Training
Only for user training related task.