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--- public:gorev:itsupportticketmanagement [2020/04/03 18:42]
mgriffin [IT Support Ticket Statuses]
+++ public:gorev:itsupportticketmanagement [2020/06/06 14:49]
mgriffin [Selecting a New or Open IT Support Ticket to View]
@@ Line 14: / Line 14: @@
 ==== Locating New and Open Support Tickets ====
-At this point, the My Tickets window will be visible. In this window, a list including your **"New"** and/or **"Open"** **IT Support Tickets** will be present in the **"Tickets"** area of this window.
+At this point, the My Tickets window will be visible. In this window, a list including your **"New", "Open, and/or Solved"** **IT Support Tickets** will be present in the **"Tickets"** area of this window.
 {{:public:gorev:step_2_locating_the_new_tickets.png?900|}}
@@ Line 29: / Line 29: @@
 Second, an IT Support Ticket will have an **Open** status if the Ticket has been received by the **IT Support Team** and is currently being investigated.
-{{:public:gorev:step_2_part_4_open.png?800|}}
+{{:public:gorev:step_2_part_4_navigate_to_the_open_ticket_status.png?900|}}
 Third, an IT Support Ticket will have an **On Hold** status if the Ticket's resolution is waiting on a specific event to occur, such as a GoRev update.
-{{:public:gorev:step_2_part_5_on_hold.png?800|}}
+{{:public:gorev:step_2_part_5_navigate_to_the_on_hold_ticket_status.png?900|}}
 Fourth, an IT Support Ticket will have a **Solved** status if the issue in the Ticket has been resolved. A Ticket can only obtain a **Solved** status if it is set to **Solved** by an IT Support Agent. All **Solved** Tickets will still be present in the Tickets area of this window.
-{{:public:gorev:step_2_part_6_solved.png?800|}}
+{{:public:gorev:step_2_part_6_navigate_to_the_solved_ticket_status.png?900|}}
 Lastly, an IT Support Ticket will have a **Closed Status** if the Ticket has been fulfilled and **Closed** by you or an **IT Support Agent**.
-{{:public:gorev:step_2_part_7_closed.png?800|}}
+{{:public:gorev:step_2_part_7_navigate_to_the_closed_ticket_status.png?900|}}
 ====== 3 : Managing New or Open IT Support Tickets ======
 ==== Selecting a New or Open IT Support Ticket to View ====
-Now, in order to view the details of a **New** or **Open** IT Support Ticket, please click on the **Title** of the required **Support Ticket** in the Tickets area.
+Now, in order to view the details of a **New**, **Open**, or **Solved** IT Support Ticket, please click on the **Title** of the required **Support Ticket** in the Tickets area.
-{{:public:gorev:step_3_part_1_managing_new_or_open_tickets.png?800|}}
+{{:public:gorev:step_3_part_1_select_the_new_or_open_ticket_required.png?900|}}
 At this point, the details for the selected Ticket will be present in the **Ticket Comments and Details** area of this window. In this section, you will be able to determine various Ticket details, including the **Assigned Agent** and any information you submitted in the Ticket.
-{{:public:gorev:step_3_part_2_ticket_comments_and_details.png?800|}}
+{{:public:gorev:step_3_part_2_locate_the_comments_and_details_.png?900|}}
 ==== Locating a Support Agent's Ticket Response ====
 Once a **GoRev Support Agent** has opened the IT Support Ticket, you will be able to view any **Comments** left by the **GoRev Support Agent** in the **Ticket Comments and Details** area of this window.
-{{:public:gorev:step_3_part_3_agent_comment.png?800|}}
+{{:public:gorev:step_3_part_3_locate_the_comments_and_details_from_your_agent.png?900|}}
 ==== Commenting on an IT Support Ticket ====
 In order to **Comment** on your IT Support Ticket, first begin by entering the required **Comment** into the corresponding field provided.
-{{:public:gorev:step_3_part_4_comment_box.png?800|}}
+{{:public:gorev:step_3_part_4_how_to_comment_on_the_ticket.png?900|}}
 Next, if necessary, please attach a file or multiple files to the **Comment** by utilizing the **"Attach File"** button in this area.
-{{:public:gorev:step_3_part_5_attach_file.png?800|}}
+{{:public:gorev:step_3_part_5_how_to_attach_a_file_to_the_ticket_comment.png?900|}}
 Lastly, please finalize the submission of your **Comment** by clicking on the **"Leave Comment"** button on your screen.
-{{:public:gorev:step_3_part_6_leave_comment.png?800|}}
+{{:public:gorev:step_3_part_6_how_to_post_the_comment.png?900|}}
 ==== Editing a Ticket Comment ====
 In the event that you need to edit a **Ticket Comment**, first, begin by clicking on the **Edit** icon that corresponds to the required **Comment**.
-{{:public:gorev:step_3_part_7_edit.png?800|}}
+{{:public:gorev:step_3_part_7_how_to_edit_the_comment.png?900|}}
 At this point, the **"Edit Your Comment"** window will be visible. To continue, please make any changes necessary to the entered information. Then, click on the **"Save"** button to finalize the revision.
@@ Line 79: / Line 79: @@
 As a GoRev user, you will have the ability to **Close** your IT Support Ticket at any time. To begin, click on the required Ticket in the Tickets area.
-{{:public:gorev:step_3_part_8_ticket_area_to_close.png?800|}}
+{{:public:gorev:step_3_part_8_how_to_close_an_it_support_ticket.png?900|}}
 Once the **Ticket Details** are visible, click on the **"Close Ticket"** button in the **Ticket Comments and Details** section of this window.
-{{:public:gorev:step_3_part_9_close.png?800|}}
+{{:public:gorev:step_3_part_9_navigate_to_the_close_ticket_button.png?900|}}
-====== 3 : Managing Closed & Solved IT Support Tickets ======
+====== 4 : Managing Closed & Solved IT Support Tickets ======
 ==== Locating Closed IT Support Tickets ====
 While **IT Support Tickets** with **New**, **Open**, **On Hold**, and **Solved** statuses will be present in the Tickets area of this window by default, **Closed** IT Support Tickets will be hidden by default. In order to view **Closed** IT Support Tickets, click on the **"Show Closed"** checkbox in the Tickets area.
-{{:public:gorev:step_3_part_10_closed_tickets_checkbox.png?800|}}
+{{:public:gorev:step_4_part_1_navigate_to_the_show_closed_check_box.png?900|}}
 At this point, all of your previously **Closed** IT Support Tickets will, now, be present in the Tickets area.
-{{:public:gorev:step_3_part_11_closed_options.png?800|}}
+{{:public:gorev:step_4_part_2_newly_closed_ticket_now_visible.png?900|}}
 ==== Reopening a Closed or Solved IT Support Ticket ====
 Now, in the event that you need to reopen a **Closed** or **Solved** IT Support Ticket, please begin by selecting the required **Closed** or **Solved Ticket** from the list in this window.
-{{:public:gorev:step_3_part_12_pick_closed_ticket.png?800|}}
+{{:public:gorev:step_4_part_3_how_to_re-open_the_ticket.png?900|}}
 Once the **Ticket Details** are visible, click on the **"Re-Open This Ticket"** button in the **Tickets Comments and Details** area.
-{{:public:gorev:step_3_part_13_re-open_closed_ticket.png?800|}}
+{{:public:gorev:step_4_part_4_click_to_re-open_ticket.png?900|}}
 Afterwards, the **Ticket Status** for this Ticket will be set to **Open**.
-{{:public:gorev:step_3_part_14_open_ticket.png?800|}}
+{{:public:gorev:step_4_part_5_ticket_status_should_now_be_open.png?900|}}
 **Note:** After re-opening an IT Support Ticket, please **Comment** on the Ticket with updated information on the situation, as this will help expedite the processing of this Ticket.

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