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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

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 side panel, 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 side panel, click Attachments.

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

Attaching files to tickets

To make files (like screenshots, log files, error messages) available to others, you can attach them to tickets.

NOTE: Attach only relevant information and protect or anonymize sensitive or private data accordingly to respect privacy.

To attach a file to a ticket

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

  2. On the Tickets page, click the ticket to which you want to attach a file.

  3. In the Edit Ticket side panel, click Attachments.

  4. (Optional) To attach the file in a folder, click the relevant folder.

  5. Click Attach file.

  6. In the dialog, select the file you want to attach and confirm.

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