You can create a Ticket in any one of these three classes:
Customer - Ticket on an individual customer.
Global - Ticket on a logical grouping of customers or some other entity. This requires you to set up one or more house accounts beforehand.
Equipment - Ticket on a specific equipment item.
Note
Email Tickets are not actively created by users, but rather by incoming emails.
To create a new Ticket:
With the Tickets module selected on the Application bar, click NEW.
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This displays the New Ticket page. Use the upper left drop down to choose the Ticket Type - Customer, Global or Equipment.
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The New Ticket page adjusts by presenting Class-specific icon and fields.
Complete each section as described below.
Note
Required fields are marked with asterisks (*).
Basic Information - Customer & Global
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Customer
(Required)For a Customer Ticket, enter the customer name directly or use the search tool to find the customer.
For a Global Ticket, enter the customer name for the House Account or use the search tool to find the House Account.
Contact
This field is not enabled until the customer is specified. Once enabled you can enter the contact directly or use the search tool to find the contact. Clicking + takes you into Customer Care where you can add a new contact for the selected customer.
Status
(required)
Ticket Status indicates the point where the Ticket has progressed in your resolution process. This drop down is populated by the corresponding table in Admin Console Data Management.
Category
This drop down is populated based on the selected type which may or may not have categories defined (in Admin Console).
Type
(Required)Ticket Type provides a top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.
Internal Only
This setting applies when you provide your subscribers the option to monitor/manage their account via a Customer Portal. This setting determines whether the ticket will be viewable in the portal. You can set up your system to pre-set this check box based on Ticket Type through Ticket configuration in Admin Console Data Management. The Add/Edit Journal Type form in Data Management has a Use in OnlineBill setting that drives the Internal check box when you add/edit a ticket.
Use in OnlineBill unchecked (default) = Internal check box is checked making the ticket not viewable in the Customer Portal.
Use in OnlineBill checked = Internal check box is uncheck making ther ticket viewable in the Customer Portal.
Use in OnlineBill determines the default for the Internal check box; however, you can still check/uncheck manually as needed.
Basic Information - Equipment
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Equipment
(Required)Enter the Equipment Name or use the search function to find an select the Equipment.
Status
(Required)Ticket Status indicates the point where the Ticket has progressed in your resolution process. This drop down is populated by the corresponding table in Admin Console Data Management.
Category
This field is populated by the selected type which may or may not have categories defined (in Admin Console).
Equipment Type
This is filled in based on the selected equipment.
Type
(Required)Ticket Type provides a top-level classification for logical grouping based on business purpose. This drop down is populated by the corresponding table in Admin Console Data Management.
Internal Only
This setting applies when you provide your subscribers the option to monitor/manage their account via a Customer Portal. This setting determines whether the ticket will be viewable in the portal. You can set up your system to pre-set this check box based on Ticket Type through Ticket configuration in Admin Console Data Management. The Add/Edit Journal Type form in Data Management has a Use in OnlineBill setting that drives the Internal check box when you add/edit a ticket.
Use in OnlineBill unchecked (default) = Internal check box is checked making the ticket not viewable in the Customer Portal.
Use in OnlineBill checked = Internal check box is uncheck making ther ticket viewable in the Customer Portal.
Use in OnlineBill determines the default for the Internal check box; however, you can still check/uncheck manually as needed.
Description & Priority
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Title
(Required)Enter a title for the Ticket.
Description
(Required)Enter a Description to further identify the Ticket.
Impact
Urgency
Impact is a measure of the effect it has on the customer. Select from the drop down menu. Urgency is a measure of the extent to which the Ticket’s resolution can bear delay. These drop downs are populated by the corresponding tables in Admin Console Data Management. The combination of selected Impact and Urgency may determine Ticket Priority if so configured.
Priority
(Required)Priority is used to identify the relative importance of a Ticket and may be used to guide how quickly a Ticket should be resolved. This drop down is populated by the corresponding table in Admin Console Data Management.
Priority may be automatically set based on the selected Impact and Urgency. This is determined by Priority configuration in the Admin Console. If the combined Impact and Urgency selections do not result in setting the Priority, select the applicable Priority from the drop down menu.
Stakeholders & Dates
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Assigned To
(Required)User responsible for handling this Ticket.
Facilitator
Person or group responsible for managing the handling of this Ticket (managing the assigned user).
Action Date
(Required)Time by which the Ticket should be moved from Open status, to another status that indicates the issue is receiving attention (for example In Progress). To illustrate, if company policy requires non-priority issues to be acted on withing 24 hours of being opened, such Tickets should be assigned an action date of open date + 24 hours. Action Date defaults to blank and must be set in order to save the Ticket. To change, use the date and time pickers.
Commit Date
Date and time the customer was told the problem would be resolved. To set, use the date picker.
Affected Services/Locations - Customer & Global
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As an option you can use this section to associate one or more locations and/or services to the Ticket to facilitate tracking and Ticket management. The Affected Services/Locations will be presented on the Ticket view.
ADD/REMOVE
Click to display a form for selecting Locations (addresses) and/or Service Numbers.
Single-click capability is provided by the new quick-add icon:
Clicking this selects the service number for the ticket, and adds it to the right side (under Selected Locations).The Select All option above the service number grid adds all services in the grid (across pages). If the grid is filtered based on search criteria, the Select All option adds the entire filtered list of service numbers.
The locations and service numbers you select on the left side are listed on the right side. Those selected components will be associated to the Ticket when you click OK.
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Affected Customers - Equipment
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This section lets you associate customers the Equipment Ticket based on the equipment assignments for the selected equipment. Only customers that have the equipment assigned to them can be associated to an Equipment Ticket. This information is optional on an Equipment Ticket.
On selecting a piece of equipment, the Add/Remove button in the Affected Customers section becomes enabled
ADD/REMOVE
Click to display a form for selecting associated customers.
Use the form to select customers by name or service address. The items you select on the left are listed on the right. Those selected customers will be associated to the Ticket when you click OK. Note that equipment inventory is assigned at the service address level, so the affected customers will also be at the service address level.
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When affected customers are added to an Equipment Ticket, you have the option to create Child Tickets for them. This option is only available at the time the Equipment Ticket is being created. It defaults to unchecked.
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If you opt to create Child Tickets, on save, a Customer Ticket will be created for each customer affected. The title, description, type, status, impact, urgency, etc. will be set to the same values as the Equipment Ticket. The Child Tickets will have the Equipment Ticket as the parent, and will also have the equipment information on them.
Reference Information
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Parent Ticket
These fields are optional and can be used to provide reference information as needed.
Tracking Number
Carrier
Carrier Reference