How to Create a New Ticket

[su_howto_introduction text=”Create a New Ticket”] [su_howto_steps]

1234

[su_management_portal_login]

Navigate to Tickets

[su_support_tab content=”Tickets”]

Exhibit 2

Support Tab

Create New Ticket

Now, click the create icon in the upper right hand-side of the page [su_exhibit text=”3a”]. Next, you will need to complete the required fields under the Info section [su_exhibit text=”3b”], the Attachment [su_exhibit text=”3c”], and Advanced section [su_exhibit text=”3d”]. Click the save icon on the top right-hand side of the page once you are done [su_exhibit text=”3e”].

[su_field_description]

Info

Account

Enter your account name.

Contact

Choose a contact to assign the ticket to.

App

Select the app you are having an issue with.

SLA

Select your SLA. The default SLA is Wave Runner.

Group

Choose a department to assign your ticket to.

Description

Give a description of the issue you are having.

Attachment

Attachments

Add the files you want to attach to your ticket.

Advanced

Carbon Copy

Enter a email address to cc into the ticket.

Blind Carbon Copy

Enter a email address to add into the ticket.

Manage Your Ticket

Ticket Actions

Name	Description
Notes	This is the first icon to the left of the screen. You can click here to add notes that only your users can see to your ticket.
Comments	This is the second icon to the left of the screen. You can click here to update or reply to your ticket.
Reject Ticket	This is the third icon to the left of the screen. You can click here to reject a ticket. Once a ticket has been rejected it cannot be reopened.
Close Ticket	This is the fourth icon to the left of the screen. You can click here to close your ticket once your issue is resolved.
Start Work	This is the fifth icon to the left of the screen. Click here to start working on your ticket.
Route Ticket	This is the sixth icon to the left of the screen. Allows you to unassign a ticket and put it back in routing.
Help	This is the seventh icon to the left of the screen. You can find articles that provide more information on creating a ticket.
Save	This is the last icon on the screen. You can click here to save changes to your ticket.

Ticket Details

Name	Description
1	This is your ticket id.
2	This is the date your ticket was created.
3	This is the account that the ticket was created for.
4	This is the contact person the ticket is assigned to.
5	This is your Circuit ID customer id.
6	This is the department that your ticket is assigned to .
7	This is the status of your ticket.
8	This is the engineer that your ticket is assigned to .
9	This is SLA used to create your ticket.