Requests
To manage Tickets Requests navigate to Tickets>Requests on the left-hand menu.
Here there is a list of Tickets.
Click on the highlighted button to add a new Ticket.
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 the Username is input, select the category of the ticket. Depending on the category different options will become available.
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 ticket 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. You can also describe the reason for the ticket in the Subject and Description boxes.
Click the Edit Ticket icon to open the ticket editing window.
Use the ticket editing window to change the status of the ticket and who the ticket is assigned to. Additionally, the Notes History and Ticket History can be viewed.
Press the Update button to save changes.
The icon at the start of the table is for customizing the columns to be viewed. Users can select the options to view the columns.
To export, the ticket requests click on the Export button at the bottom.
To return an asset linked to a particular replace asset ticket select the returned checkbox and update.
ESCALATIONS
To manage Ticket Escalations navigate to Tickets>Escalations on the left-hand menu.
Here is where a list of Tickets that have been assigned to the user can be found.
To manage a ticket press the Edit Ticket icon next to the appropriate ticket.
On this window, add Notes and edit the Status of the ticket. Additionally, Notes History and Ticket History can be viewed.
When finished, press the Update button to save changes.
The icon at the start of the table is for customizing the columns to be viewed. Users can select the options to view the columns.
To export, the ticket escalations click on the Export button at the bottom.
To return an asset linked to a particular replace asset ticket select the returned checkbox and update.