Understanding your Tickets
Viewing your Tickets
Once you’ve submitted a ticket, you can view the details after logging into your account. See the Activating and logging into your account section of the Quick Start Guide if you need guidance logging.
From IT Portal Home
From the IT Portal Home page, you can access the list of tickets below the cards section. Clicking on a ticket will open the details of that ticket, or you can click on the “View all” link at the bottom of the list to load a view for all tickets.
From "All Tickets" view
To access the “All Tickets” view, either click the “View all” link at the bottom of the ticket list on the Portal Home page or click the left navigation menu button then select “Tickets.”
Open a ticket to view the details by clicking the desired ticket.
Ticket Details
The ticket detail view allows you to see the status of the ticket, the agent working the ticket, some history of the ticket, and specifics like ticket number and title. You can also see the previous communications and communicate directly on the ticket.
- Ticket Number
- "#SR-..." indicates the ticket was created from a Service Request.
- "#INC-..." indicates the ticket was created as an Incident.
- Action Buttons
- Reply: Focuses the page on the “New Reply” section (See #7 below.)
- Mark ticket as closed: Closes the ticket. Use this if you can resolve the issue without working with an agent.
- Share: Opens a modal that allows you to add others to the watch list. These users will get updates when the ticket is updated and be cc’d on communication that happens on the ticket.
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Note: Be sure to hit the “,” key after typing the email address.
- Ticket Title
- Current Status
- See "Status" section below for details.
- Ticket Overview
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Tip: Use this section for a quick review of the ticket.
- Communication Panel
- See "Communication" section below for details.
- Reply
- Draft and send replies to keep the ticket moving along and seamlessly communicate with the agents and other involved requesters.
Status
The status will give you a brief explanation of where the ticket is. Possible statuses are:
- Being Processed
- The ticket has been received by IT and is in queue to be worked.
- Assigned to a Technician
- Your ticket has been assigned to a technician and will be worked shortly.
- In Progress
- An IT Technician has begun working on your ticket.
- Awaiting your Reply
- Your IT Technician requires information from you to continue working on your request.
- On Hold
- The ticket is on hold and cannot move forward. Some common reasons are when ordering replacement equipment or waiting for a change to be deployed.
- Resolved
- The IT Technician has completed the request and marked the issue resolved. Resolved tickets can be reopened if additional troubleshooting is required.
- Closed
- Resolved tickets automatically close after a set amount of time. Closed tickets cannot be reopened. If the issue persists, a new ticket will need to be opened.
Communication
The main section of the ticket detail page is where you will see communication and notes from the IT Technician. You can respond directly from the ticket by scrolling to the bottom of the page, typing your response in the “Your Reply” section and clicking the “Send” button. This will update the ticket and notify the IT Technician of your reply.
