Queensland School Ticketing support information

Transportme provides the technology and onboard equipment maintenance support for the Queensland School Ticketing solution. If you have questions related to school bus service delivery or your contract with the Department of Transport and Main Roads, please contact the relevant passenger and school transport offices for support.

For software, hardware and operational support, you can:

Search the Transportme Knowledge Base to check if the answer to your question is there. The knowledge base is easy to use, with a simple search tool available to help find relevant articles and detailed step by step processes to support your use of QST.
Lodge a support request by selecting the SUPPORT tab located in the menu bar of the operator portal (this will open a new browser window) or by directly accessing our Transportme Service Desk.
Phone 1300 435 538

How do I know which Ticket Option I should select?

Log an Incident form on the portal if:

You want to report an unplanned interruption or degradation in the quality of an existing service or solution and your business cannot operate effectively.

Log a Service Request form if you want something to be provided:

Standard - this can be a request for new hardware.
Non- Standard- can be an enhancement which is out of scope and will need reviewing and approval by TMR.

How to fill in the form?

Log an Incident

Note: In the incident request form, please provide all the mandatory information. It is important to provide information for the Transportme Service Desk to help resolve the issue in a timely manner.

In the Incident request, provide the impacted client, the best contact number we can reach you on and your company name.

In the Incident Request Services and Categories, select the Services, categories and sub-categories from the dropdown of the issue that you are reporting

In the Incident Request Fields, provide date of when the issue occurred, details of how many users are impacted, software version and details of all assets associated with this incident, details and events leading to the incident, any error messages (including screenshots) and replication steps for the service desk to reproduce the issue.

Once, you have provided all the mandatory information, click on 'send'. This will generate a ticket to the service desk, and you will also receive an email, with your ticket number.

Log a Service Request

In the Service Request, provide the details of the requesting client, the best contact number to reach out on, name of the company and the type of request. Please see "How do I know which Ticket Option I should select?" above to select the correct request type.

In the Service Request Services and categories, please provide the service this request is related to, Categories (multiple can be selected) and sub-categories.

In the Service request Fields, specify all assets associated with the request and define the details of the services being requested.

Once, you have provided all the mandatory information, select the 'Send' bittpm. This will generate a ticket to the service desk, and you will also receive an email, with your ticket number.

Management of support requests

Once you lodge a support request, you will receive an automatic email reply with a reference number. The reference number should be used if you need to provide more information or to follow up on the status of a ticket.
Jira account creation - to review tickets the status of the tickets you have logged follow the steps:

a. Log in to create an account in the Help Center

b. Type in a preferred email address and select "Sign up with password" to create a password.

c. Go to Requests to view the tickets that you have logged.

Support tickets will be reviewed within the hours of support between 6:00 - 19:00 Australian Eastern Standard Time.

If a ticket needs to be escalated, reply to the email sent to you and for critical issues outside of the hours of support, including weekends and public holidays, phone 1300 864 287.
Transportme has agreed service level agreements and rectification timelines that they are required to meet for Queensland School Ticketing. TMR monitor these service levels to ensure you are supported in a timely manner.
A workaround or temporary solution may be required to manage a support ticket whilst Transportme work on a more complete solution.