Ticket Management
For remote management of computers, the Management > Computers, ex-Remote management permission should be granted as the administrator permission on Organization > Administrators. Ticket subsystem must be allowed for the provider. The Tickets grid is available using the followibg menus:
- RMM > Tickets
- Backup > Tickets
The ticket management is available even if the computer or any service is offline.
Add Ticket
To add a new ticket, perform the following:
- Open the Management Console.
- Navigate to Backup > Tickets, or RMM > Tickets in the main menu.
- Click + after the Tickets to create a new ticket.
- Select the affected computer.
- Provide a title and description to identify the issue.
Select an account to assign the ticket to.
Save ticket to add.
Manage Tickets
You can edit, comment, set status, assign the ticket to the selected account, close, and delete tickets from the system.
The following statuses are currently available:
- Open
- In progress
- Pending
- Closed
Use the Ticket status filter to find the required tickets by status in the long lists.
Use search box to find the required tickets in the long lists.
You can filter the tickets by company using the Companies filter:
You can filter the tickets by computer using the Computers filter:
You can filter the tickets by assignee using the Assignee filter:
You can find the tickets assigned to you using the Assigned to me filter:
You can refresh the tickets to see the recent updates using the refresh button:
Edit Tickets
Tickets can only be edited by the administrators who have created the ticket. To edit a ticket, expand the ticket actions and select Edit.
Make required changes and save the ticket.
Comment Tickets
Tickets can be commented by administrators to share important information. To add a comment to a ticket, expand the ticket actions and select Comment.
To see all comments inside the ticket, click on the ticket name to poen the communication history.
Close Tickets
To mark a ticket as resolved, expand the ticket actions and select Close.
This action needs confirmation.
Closed tickets cannot be edited or deleted.
Delete Ticket
To delete a ticket, expand the actions and select Delete.
Deleted tickets are no longer visible in the Tickets tab. This cannot be undone.