Category: Support > Tickets

Edit Ticket Dialog Box

Location: On the Support page, Tickets tab.
Access path: Support tab on the menu bar, click the Tickets tab if it is not active, drill-down to a single ticket, on the Ticket Details pane click the pencil icon 

Use this dialog box to add amplifying information to an existing ticket

Available operations:

  • Change the ticket priority by selecting the necessary value in the Priority list.
  • Open a tooltip that itemizes the different priorities by clicking the icon.
  • Attach a document to the ticket by clicking Browse….
  • Add a comment to the ticket.
  • Save the changes by clicking the Submit button.
  • Close the dialog box without changing any values by clicking Cancel.

See also:

Ticket Details

Location: On the Support page, Tickets tab.
Access path: Support tab on the menu bar, click the Tickets tab if it is not active, drill-down to a single ticket.

This pane provides the details of an individual support ticket.

Available operations:

  • Open the “Edit Ticket” dialog box by clicking the pencil icon .

See also:

Create Support Ticket Dialog Box

Location: On the Support page, Tickets tab.

Access path: Support tab on the menu bar, click the Tickets tab if it is not active, click the Create support ticket  button.  Also from the Monitoring > Alerts page when the Create ticket button is clicked.

This dialog box creates a new ticket with only the entered data. When the access path is from alerts, the ticket has no reference to them.

Available operations:

  • Attach a document to the ticket by clicking Browse….
  • Add ticket data by entering them and clicking Submit.
  • Close the dialog box without changing any values by clicking Cancel.

See also:

Support Tickets Tab

Location: On the Support page, Tickets tab.
Access path: Support tab on the menu bar, click the Tickets tab if it is not active.

The open tickets are presented here in reverse chronological order. These are the tickets you and your fellow users have submitted. You would look here for status updates and to provide additional information for an existing ticket.

Available operations:

  • Create a support ticket by clicking the Create support ticket  button. This opens the “Create Support Ticket” dialog box.
  • Change the scope of the list by selecting a different value of the View drop-down list box.
  • Reorder the list by the values in a column by clicking the column name.
  • Drill-down to (open) a single ticket by clicking its number. This opens the Ticket Details page.

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