Support Ticket
- Tanpreet Singh (Unlicensed)
Request topic
The request topic defines the configuration groups which are used to determine the nature of the request and helps the user to raise a ticket/request efficiently. The request topic includes all the ticket/service categories, sub-categories that will be shown on the support form. Request Topic can be used to route request/ticket to a specific user/role.
To Navigate the Request Topic Window below given steps are needed to be followed:
Menu -> Support Ticket -> Request Topic
OR
Manually Type “Request Topic” in the Search Utility and the name of the Window will appear on the top.
Choose the window and all the records will appear, toggle and edit the existing record or create a New Record.
Request topic:
Tenant and Organization will be Auto-populated, whereas the Organization can also be changed to create a specific record.
The User then needs to define the name of the Request Topic and add a Description for the record.
Select the Case type (Request Type) from the dropdown.
Select a particular Role from the Role dropdown to whom the request will be assigned.
Select the Sales Representative from the dropdown, if the ticket should get assigned to a particular user in the team.
Select the Questionnaire / Checklist set which are the set of questions, helps in getting more information from the user about the issue.
Show All Questions checkbox helps to display all the questions created in the survey.
Mark the Summary Level checkbox as true if the record needs to be shown in a hierarchal manner.
Mark the Active checkbox true to make sure it is an Active transaction in the system.
Root Cause
Admin can define a root cause for a particular request/ticket group which can be further assigned to the ticket (on the request window) while providing resolutions.
To navigate the Request Standard Response Window below given steps are needed to be followed:
Menu -> Support Ticket -> Support Ticket
OR
User can manually Type “Root Cause” in the Search Utility and the name of the Window will appear on the top.
Choose the window and all the records will appear, toggle and edit the existing record or create a New Record.
Root Cause
Tenant and Organization is auto populated whereas the Organization can be changed as per the situation demands.
Root Cause Code would be a unique search key for the cause.
Give a Name to the Root Cause.
Add a Description to the Root Cause.
Support Ticket Form
Support Ticket form provides user/admin a platform to raise a ticket request based on the predefined categories and subcategories.
Menu -> Support Ticket -> Support Ticket
OR
User can manually Type “Support Ticket” in the Search Utility and the name of the Form will appear on the top.
Support Ticket
After selecting “Support Ticket” below screen would appear.
The user will select the category and subcategory of the issue.
The system would then ask the severity of the issue.
After adding the severity of the issue, the user can answer the Survey to provide more detail about the issue submit the Ticket.
If a Request Type is not binded with the Request Topic, then all the Request types would appear on the form and the user will have to choose from the dropdown options. Dropdown will be shown as per the below screenshot:
To see the description of the request types, user can click the INFO icon. This icon will show all those request type’s name and description, whose “Show on info panel” checkbox is marked as true. Below is the screenshot showing the information.
Once a Ticket is created, it will be shown with a unique ticket number as mentioned below.
The admin can see the ticket in the request/view request window, and can proceed further for the resolution.
Once the issue has been resolved the Admin will mark the Ticket as complete and an updated notification will be sent to the user containing the resolution.