You can use items on the Tickets menu to perform various actions surrounding tickets and collect information. The following tables provide you with an overview of the menu items and actions that can be run here.
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Menu |
Menu item |
Description |
|---|---|---|
|
Tickets |
| |
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Here you can create new tickets. | |
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|
Here you can display all the tickets. | |
To open the New Ticket page go to Tickets > New Ticket.
On the New Ticket page, submit a new ticket.
To record issues that can have different causes, you can create tickets. For example, a ticket can be added for an identity that reports a issue or for products with specific terms of contract. Even devices or the workdesk associated with the problematic device, can be included when adding a ticket.
You can enter the following information:
|
Property |
Description |
|---|---|
|
Description |
Enter a detailed description of the issue. |
|
Product |
Select the product involved in this issue. |
|
Severity |
Select how serious the issue is. |
|
Cost center |
Click Assign/Change and select a cost center. |
|
Additional identity |
Click Assign/Change and select an identity to act as an additional contact person. |
To open the Ticket History page, go to Tickets > Ticket History.
On the Ticket History page, you can display and edit all existing tickets and their details.
The following tables give you an overview of the various features and content on the Ticket History page.
|
Control |
Description |
|---|---|
|
Display tickets |
This view allows you to control which tickets are displayed:
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|
Control |
Description |
|---|---|
|
Main data tab | |
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Severity |
Select how serious the issue is. |
|
Description |
Add or change the issue's description here if necessary. |
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Last action |
Shows you a description of the last action taken for this ticket. You can edit this action description. |
|
Product |
Select the product involved in this issue. |
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Add a comment |
Enter a comment about the ticket. For example, you can specify what actions will be taken to correct the issue. |
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Save |
Use this button to save your changes to the ticket. |
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Attachments tab | |
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Choose file |
Use this button to attach a file to this ticket (for example, a screenshot). |
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|
Use this button to delete the attachment from the corresponding row. |
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Column |
Description |
|---|---|
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Display |
Shows you the ticket number and the date the ticket was created. |
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Description |
Shows you the description of the issue. |
|
Ticket status |
Shows you the ticket is progressing |
|
Reported by |
Shows you which identity submitted the ticket. |
TIP: You can show less data by using the column filters. For more information, see Filtering.
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