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public:gorev:itsupportticketmanagement [2020/01/12 15:03]
sgriffin [GoRev IT Support Ticket Management Tutorial]
public:gorev:itsupportticketmanagement [2020/06/06 15:49] (current)
mgriffin [Selecting a New or Open IT Support Ticket to View]
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 +UNDER CONSTRUCTION
 +
 ====== GoRev IT Support Ticket Management Tutorial ====== ====== GoRev IT Support Ticket Management Tutorial ======
 Welcome to the **GoRev IT Support Ticket Management Tutorial**. In this tutorial, we will focus on the process of managing your **IT Support Tickets** in GoRev.  Welcome to the **GoRev IT Support Ticket Management Tutorial**. In this tutorial, we will focus on the process of managing your **IT Support Tickets** in GoRev. 
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 After submitting an **IT Support Ticket** in GoRev, you can manage your **Ticket** using the GoRev **My Tickets** module. To begin, click on the **"My Tickets"** button in the GoRev Homepage toolbar.  After submitting an **IT Support Ticket** in GoRev, you can manage your **Ticket** using the GoRev **My Tickets** module. To begin, click on the **"My Tickets"** button in the GoRev Homepage toolbar. 
  
 +{{:public:gorev:step_1_navigate_to_the_my_tickets_area.png?900|}}
 +
 +====== 2 : Navigating the My Tickets Window ======
 +
 +==== Locating New and Open Support Tickets ====
 +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|}}
 +==== IT Support Ticket Layout ====
 +Each **IT Support Ticket** in the Tickets area has a standard format, which contains the **Ticket Number**, the **Ticket Name**, the **Submission Date**, and its **Status**. 
 +
 +{{:public:gorev:step_2_part_2_navigating_the_ticket_sections.png?900|}}
 +
 +==== IT Support Ticket Statuses ====
 +A GoRev **IT Support Ticket** can have one of five **Statuses** titled **"New"**, **"Open"**, **"On Hold"**, **"Solved"**, and **"Closed"**. First, an IT Support Ticket will have a **New** status until one of our **GoRev Support Agents** has opened the Ticket on our end. 
 +
 +{{:public:gorev:step_2_part_3_navigate_to_the_new_ticket_status.png?900|}}
 +
 +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_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_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_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_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**, **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_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_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_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_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_how_to_attach_a_file_to_the_ticket_comment.png?900|}}
  
-{{:public:gorev:step_1_my_tickets_button.png?800|}}+Lastly, please finalize the submission of your **Comment** by clicking on the **"Leave Comment"** button on your screen
  
-====== 2 : New or Open IT Support Tickets ====== +{{:public:gorev:step_3_part_6_how_to_post_the_comment.png?900|}} 
-Once the My Tickets window becomes visible, list of your +==== Editing a Ticket Comment ==== 
 +In the event that you need to edit **Ticket Comment**, first, begin by clicking on the **Edit** icon that corresponds to the required **Comment**. 
  
-After the My Tickets window has opened, a list of your **New** or **Open** **IT Support Tickets** will be present on your screen+{{:public:gorev:step_3_part_7_how_to_edit_the_comment.png?900|}}
  
-{{:public:gorev:step_2_it_support_tickets_list.png?800|}}+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
  
-====== 3 : Viewing IT Support Ticket Details  ====== +==== Closing an IT Support Ticket ==== 
-In order to view the details of a **New** or **Open** **IT Support Ticket**please click on the **Title** of the **IT Support Ticket** that you require+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_it_support_ticket_titles.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. 
  
-====== 4 : Viewing Information From the GoRev Support Team ===== +{{:public:gorev:step_3_part_9_navigate_to_the_close_ticket_button.png?900|}} 
-After clicking on the **IT Support Ticket Title** that you require, you will be able to **View** any **Comments** or **Information** left by the **GoRev Support Team** regarding the issue that you are experiencing and any possible measures that you can take to resolve the problem.+====== 4 : Managing Closed & Solved IT Support Tickets ======
  
-{{:public:gorev:step_4_it_support_commentary.png?800|}}+==== 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
  
-====== 5 Editing Your IT Support Ticket Commentary ====== +{{:public:gorev:step_4_part_1_navigate_to_the_show_closed_check_box.png?900|}}
-Additionally, if you need to **Edit** any of your submitted **Commentary** for the selected **IT Support Ticket**, please use the “**Edit**” button in the corresponding comment area on your screen to make any necessary changes+
  
-{{:public:gorev:step_5_edit_comment_button.png?800|}}+At this point, all of your previously **Closed** IT Support Tickets will, now, be present in the Tickets area
  
-====== 6 Closing Your IT Support Ticket ====== +{{:public:gorev:step_4_part_2_newly_closed_ticket_now_visible.png?900|}}
-After your GoRev issue has been resolved, please begin the process of **Closing** your **IT Support Ticket** by clicking on the corresponding **Drop-Down Menu** button on your screen+
  
-{{:public:gorev:step_6_pt_1_drop_down_menu_button.png?800|}}+==== 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
  
-Once the **IT Support Ticket Menu** becomes visible, please select the “**Close Ticket**” option from the list+{{: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_6_pt_2_close_ticket_option.png?800|}} +{{:public:gorev:step_4_part_4_click_to_re-open_ticket.png?900|}}
-====== 7 : Viewing Closed IT Support Tickets ====== +
-Now, in order to view a list of your **Closed IT Support Tickets**, please click on the “**Show Closed**” box in this window. +
  
-{{:public:gorev:step_7_show_closed_checkbox.png?800|}}+Afterwards, the **Ticket Status** for this Ticket will be set to **Open**
  
-====== 8 Viewing and Reopening Closed IT Support Tickets ====== +{{:public:gorev:step_4_part_5_ticket_status_should_now_be_open.png?900|}}
-With the “**Show Closed**” box checked, you can, now, **View** or **Reopen** any of your **Closed IT Support Tickets**+
  
-{{:public:gorev:step_8_viewing_closed_it_support_tickets.png?800|}}+**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
  
 ====== Additional Resources ====== ====== Additional Resources ======
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