This is done on the Tickets and Links & Ticket Notes tabs. Some preliminary setup is required in Admin Console Data Management to specify which ticket types can be opened by subscribers. In addition, you may want to use workflow triggers in conjunction with the support request note functionality in portal profile configuration to send email notifications when notes are added to a request. For more on this, refer to the Email Notifications for Support Request Notes article in the IDI Knowledge Center.
Ticket Setup in Admin Console Data management
Specifying Which Ticket Types Can Be Opened by Subscribers
Administrators can specify one or more ticket types that subscribers can submit as a support request. Ticket types are configured in the Journal Types table with Journal Class = Trouble Ticket in Admin Console Data Management. Note: Only ticket types with the Use in OnlineBill property set to True (checked) will be viewable by subscribers in the Customer Portal.
Note: Other ticket-related parameters that must be set up in Admin Console Data Management include Journal Status and Ticket Category Configuration. This configuration is covered in the Tickets web module help.
Configuring Support Request Types
The Tickets tab lists existing support request types. From here you can manage the existing request types and add new ones. Each support request type has a badge indicating whether or not it is enabled. Disabled support request types will not be available for Customer Portal users to select from the drop-down menu to submit a new support request.
Selecting an existing support request type from the list in the left panel displays the current configuration in the right panel. From there you can edit the current configuration as needed. The Enabled check box lets you enable/disable individual support request types as needed.
Adding a New Support Request Type
Click Add Support Type to open the New Support Type area.
Start by specifying a name for the new support type. You can choose to enable it (make available for subscribers to select) or leave it disabled at this time. After specifying the Name, proceed to Ticket Configuration. This configuration defines the values available to subscribers when they open a support request through their portal. Fields with red asterisk are required:
Ticket Type | This selector is populated with journal types where journal class = Trouble Ticket and set up to Use OnlineBill in Admin Console Data management. |
Ticket Category | This selector is populated with ticket categories as configured in Admin Console Data Management based on the selected ticket type. |
Ticket Status | This selector is populated with journal statuses with journal class = Trouble Ticket in Admin Console Data management. |
Ticket Priority | This selector is populated with ticket priorities in Admin Console Data Management based on the selected ticket type. The priority includes impact, urgency, and priority. |
Assign To User | Select the support person/group responsible for tracking the ticket from submission through resolution. |
Action Duration Length/Unit | The values in these fields are used to calculate the Action and Commit dates for the ticket. |
Commit Duration length/Unit |
Click Save when you’re done. This brings you back to the Tickets tab with the new support type listed on the left.
Support Request Notes
The Links & Tickets Notes tab lets administrators select the journal type to use when a subscriber adds a note to a support request. Note: It is recommended to create a unique journal type specifically for this purpose (for the notes on the portal tickets).
Selecting a Journal Type to Support Adding Notes
This is required to let subscribers add notes to support requests. The drop-down menu is populated with journal types configured in the Journal Types table in Admin Console Data Management where Journal Class = Trouble Ticket and the Use in OnlineBill property is True (checked).
Note: If a Support Request Notes journal type is not selected from the drop-down menu, subscribers will not be able to add notes to support requests.
Email Notifications for Support Request Notes
IDI recommends you use workflow triggers in conjunction with the support request note functionality in portal profile configuration to send email notifications when notes are added to a request. This is covered in the Email Notifications for Support Request Notes article in the IDI Knowledge Center.