How to Create a New Ticket

About

This article demonstrates step-by-step instructions for Create a New Ticket.

Step-by-Step Instructions

The below table will detail the steps required to accomplish your goals:

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Login to the Management Portal by clicking a sign-on provider or entering your Email Address and Password as shown in Exhibit 1. If you don't have an account, you can sign signup instantly by clicking here.

Exhibit 1

Navigate to Tickets

From the dashboard click on the Support tab in the upper right hand-side of the page, next click on Tickets as shown in Exhibit 2

Exhibit 2

Support Tab

Create New Ticket

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

For your convenience, a description of each field is given below:

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.

Conclusion

Congratulations! You have now completed the "How-To Create a New Ticket" article and we hope that you have accomplished the goals you set out to achieve. However, if for any reason you may still require assistance with setup, simply login to the Management Portal and submit a support request.