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Identity Manager 9.2.1 - Web Portal User Guide

General tips and getting started Managing reports Requests
Setting up and configuring request functions Requesting products Managing the Saved for Later list Pending requests Displaying request history Displaying archived requests Resubmitting requests Canceling requests Renewing products with limit validity periods Unsubscribing products Displaying requests Undoing approvals Managing request inquiries directed at you
Attestation
Managing attestation inquiries directed at you Managing attestations Displaying attestation history My attestation cases Undo attestation case approvals Pending attestations
Compliance Managing risk index functions Responsibilities
Managing task delegations Ownerships My responsibilities
Managing my departments Managing my application roles Managing my devices Managing my business roles Managing my identities Managing my cost centers Managing my multi-request resources Managing my multi requestable/unsubscribable resources Managing my resources Managing my software applications Managing my locations Managing my system entitlements Managing my system roles Managing my assignment resources
Managing data
Managing departments Managing user accounts Managing business roles Managing identities Managing cost centers Managing multi-request resources Managing multi requestable/unsubscribable resources Managing resources Managing locations Managing system entitlements Managing system roles Managing assignment resources
Opening other web applications Managing tickets Appendix: Attestation conditions and approval policies from attestation procedures

Creating tickets

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 (Help) > Help desk tickets.

  2. On the Tickets page, click Create ticket.

  3. In the Create Ticket pane, in the Description field, enter a detailed description of the problem.

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

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

  6. Click Create.

    TIP: To add more information to the ticket, edit the ticket (see Editing tickets).

Editing tickets

To provide more information about tickets, you can edit them.

To edit a ticket

  1. In the menu bar, click (Help) > Help desk tickets.

  2. On the Tickets page, click the ticket that you want to edit.

  3. In the Edit Ticket pane, edit the main data of the ticket.

    ClosedYou can edit the following main data.

  4. Click Save.

Managing ticket attachments

Attachments allow users to attach screenshots, log files, error messages, or other relevant documents directly to tickets. This additional information gives the help desk staff greater insight into the problem and makes it easier to diagnose.

Detailed information about this topic

Displaying ticket attachments

To obtain an overview, you can display all the files that are attached to tickets.

To display ticket attachments

  1. In the menu bar, click (Help) > Help desk tickets.

  2. On the Tickets page, click the ticket whose attachments you want to display.

  3. In the Edit Ticket pane, click Attachments.

  4. (Optional) To display attachments in folders, next to the relevant folder, click (expand).

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