AMS User Guide

Ticket Flow

Requests

To manage Tickets Requests navigate to Tickets>Requests on the left-hand menu.

Add a new Ticket by clicking on the highlighted Add Ticket button

In the Username box enter the email of the User that is creating this ticket. The Email and Phone sections will fill in automatically.

After inputting the Username, the option to select the category of the ticket will become available. Depending on the category different options will be accessible.

To create a New Asset ticket input the Asset Type, Priority, and the Depot Address to which the new asset will be assigned.

To create a Replace Asset input the Asset Type, Asset Serial Number, and the Priority. The Asset Name and Depot Address will auto populate.

To create a Support ticket set the Priority. Describe the reason for the ticket in the Subject and Description boxes.

Open the ticket editing window by clicking the Edit Ticket icon.

The ticket editing window gives the ability to change the Status of the ticket and who the ticket is Assigned to; and to view the Notes History and Ticket History.

Press the Update button to save changes.

The ticket editing window gives the ability to change the Status of the ticket and who the ticket is Assigned to; and to view the Notes History and Ticket History.

Press the Update button to save changes.

Escalations

To manage Ticket Escalations navigate to Tickets>Escalations on the left-hand menu.

Here, a list of Tickets assigned to a user can be seen.

To manage a ticket press the Edit Ticket icon next the the appropriate ticket.

This window gives the ability to add Notes and edit the Status of the ticket. Additionally, the user can view the Notes History and Ticket History.

Press the Update button to save changes.

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