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public:gorev:itsupportticketmanagement [2020/04/03 19:39]
mgriffin [IT Support Ticket Statuses]
public:gorev:itsupportticketmanagement [2020/06/06 14:49] (current)
mgriffin [Selecting a New or Open IT Support Ticket to View]
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 ==== Locating New and Open Support Tickets ==== ==== 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|}} {{:​public:​gorev:​step_2_locating_the_new_tickets.png?​900|}}
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 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**. ​ 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 ====== ====== 3 : Managing New or Open IT Support Tickets ======
  
 ==== Selecting a New or Open IT Support Ticket to View ==== ==== 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.  ​ 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 ==== ==== 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. ​ 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 ==== ==== 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. ​ 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.  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. ​ 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 ==== ==== 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**. ​ 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. ​ 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. ​
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 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.  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. ​ 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|}} 
-====== ​: Managing Closed & Solved IT Support Tickets ======+====== ​: Managing Closed & Solved IT Support Tickets ======
  
 ==== Locating Closed 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.  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.  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 ==== ==== 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. ​ 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.  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**. ​ 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. ​ **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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