No ACL setup yet! Denying access to everyone.

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revision Previous revision
Next revision
Previous revision
public:gorev:itsupportticketmanagement [2020/04/03 21:53]
mgriffin [Commenting on an IT Support Ticket]
public:gorev:itsupportticketmanagement [2020/06/06 14:49] (current)
mgriffin [Selecting a New or Open IT Support Ticket to View]
Line 14: Line 14:
  
 ==== 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|}}
Line 45: Line 45:
  
 ==== 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_select_the_new_or_open_ticket_required.png?​900|}} {{:​public:​gorev:​step_3_part_1_select_the_new_or_open_ticket_required.png?​900|}}
Line 64: Line 64:
 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. ​
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.  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. ​
QR Code
QR Code public:gorev:itsupportticketmanagement (generated for current page)