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Identity Manager 9.3 - Web Portal User Guide

General tips and getting started Managing background processes Managing reports Managing security keys (WebAuthn) Requests
Setting up and configuring request functions Requesting products Managing the Saved for Later list Pending requests Displaying request history Displaying archived requests Sharing products with others Resubmitting requests Canceling requests Renewing products with limit validity periods Unsubscribing products Displaying approvals Undoing request approvals Managing request inquiries directed at you
Attestation
Managing attestations Managing attestation inquiries directed at you Displaying attestation history Managing your own attestation cases Managing pending attestations Revoking attestation case approvals
Compliance Managing risk index functions Responsibilities
Managing task delegations Ownerships Managing 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 my team role
Managing responsibilities of my reports
Managing data
Managing departments Managing application roles 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 Statistics Appendix: Attestation conditions and approval policies from attestation procedures

Managing tickets

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

Detailed information about this topic

Display tickets

To obtain an overview, you can display all the tickets that you created or are assigned to you.

To display all tickets

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

    This opens the Tickets page.

  2. (optional) To view details of a ticket, click the corresponding ticket.

Detailed information about this topic

Displaying ticket history

To obtain an overview of all the changes made to a ticket, you can display the ticket's history.

To display the history of ticket

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

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

  3. In the Edit Ticket side panel, click the History tab.

  4. (Optional) To display details of a change, click the appropriate change.

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 side panel, in the Description field, enter a detailed description of the problem.

  4. In the Severity drop-down, select a level for the problem.

  5. In the Product drop-down, 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).

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