Ticket Requests

The Ticket Requests feature allows users to file issues and requests. It also enables users to track updates, comment on tickets, and view discussion threads.

Access and Navigation

Navigate to Utilities > Ticket Requests to access this feature.

Check the privilege assigned to your user account or role if you cannot view a link from the list.

Manage Ticket Type

Create a New Ticket Type

• Click the gear button on the right side

• Click + New Ticket Type and enter the required details:

  • Label: Name of the ticket type

  • Description: Additional details about the ticket type

  • Concern Handlers: Users responsible for managing this ticket type

• Click Add Ticket Type to finalize

Edit a Ticket Type

• Click the Pencil icon next to the ticket type

• Modify the details as needed

• Click Save Changes

Delete a Ticket Type

• Click the Trash Bin icon next to the ticket type

• Confirm deletion in the pop-up prompt

Manage Ticket Requests

Create a New Ticket

• On the Ticket Types main page, click + New Ticket

• Fill out the ticket details:

  • Nature of Concern: Select from the available ticket types

  • Summary of Concern: Provide a title and a brief description of the issue/request

  • Attachment: Upload a file, if necessary

• Click Add Ticket to create the ticket

View a Ticket Thread

• Locate the ticket and click View Thread

• The ticket details, messages, attachments, and responses will be displayed.

Update the Status of a Ticket

• While viewing a ticket thread, click the Mark as dropdown on the upper-right side of the page

• Select the appropriate status:

  • Open – The ticket is active and requires attention

  • Resolved – The issue/request has been addressed

  • Archived – The ticket is closed and stored for reference

• The selected status will be updated automatically