Identity Manager 9.2 - Web Designer Web Portal User Guide

Tickets are used to manage support, help, or solve problems, queries, or concerns of users.

Detailed information about this topic

• Creating tickets

• Ticket history

If you have issues with or questions about products, a software or services, you can create tickets to get support. These tickets contain information about the issues and help desk staff can respond to them to identify the issues and provide solutions.

To create a ticket

1. In the menu bar, click Tickets > New ticket.

2. On the New Ticket page, in the Description field, enter a detailed description of the problem.

3. In the Severity menu, select a level for the problem.

4. In the Product menu, select the product that the problem relates to.

5. Next to Cost center field, click Assign.

6. In the Cost Center dialog, click the relevant cost center.

7. Next to Cost center field, click Assign.

8. Next to the Additional staff field, click the identity who can provide more information about the problem.

9. Click Save.

   TIP: To add more information to the ticket, edit the ticket (see Tickets bearbeiten).

In the Ticket History view, you can see all placed tickets.

To view a specific ticket

1. Open Ticket history and select a ticket from the list.

   In the details pane, there is more information about the ticket. You can subsequently change Severity, Description and Product entries on the Main Data tab.

2. View the staff involved, status, and measures taken on the History tab.

3. View attachments on the Attachments tab.

4. Click Save.

In the Ticket History menu, you can remove single files that have been added as attachments to a ticket.

To remove a file from a ticket's attachments

1. Open Ticket history and select a ticket from the list.

2. In the details pane, select the Attachments tab and click next to the file.

3. Confirm the message with Yes.

   This removes the file from the Attachments tab.