Ticket Management
For remote management of computers, the Management > Computers, ex-Remote management permission should be granted as the administrator permission on Organization > Administrators. The ticket subsystem must be enabled for the provider.
The Tickets grid is available using the following menus:
- RMM > Tickets
- Backup > Tickets
- My Tickets using Online Access for Users
The ticket management is available even if the computer or any service is offline.
Online Access to My Tickets
If you want the users can create tickets and view public comments to them, navigate to Settings > Online Access and select Users can view and manage tickets.
Online Access must be enabled for each user who should be allowed to create tickets in Organization > Users.
Users can access the My Tickets section in Online Access to create a ticket. They can view their tickets and create public messages. Administrators can communicate with end users via public messages, but internal messages remain hidden from the users.
Add Ticket in Management Console
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.
Add Ticket in My Tickets (Online Access)
To add a new ticket, perform the following:
- Log in to Online Access.
- Navigate to My tickets.
- Click + after the Tickets to create a new ticket.
- Select the affected computer.
- Provide a title and description to identify the issue. Optionally, you can select the affected computer.
- Save the ticket. Created tickets appear in the grid.
Manage Tickets
Management Console
You can edit, 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.
My 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.
Filter Tickets in the Management Console
Use the 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
Management Console
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.
My Tickets using Online Access
Tickets can only be edited by the users who have created the ticket or administrators. To edit a ticket, expand the ticket actions and select Edit.
Make required changes and save the ticket.
Comment Tickets
Management Console
Tickets can be commented on by administrators to share important information. Comments may be:
- public, visible to all stakeholders
- private, visible to administrators only.
To add a public comment to a ticket, expand the ticket actions and select Comment.
To add a private comment to a ticket, expand the ticket actions and select Comment. Turn on Send for admins only switch.
Click Send to add the comment message.
To see all comments inside the ticket, click on the ticket subject to open the communication history.
Notifications about new unread comments will appear in the Ticket column when such comments are available.
My Tickets using Online Access
To view public messages or comment your ticket by public comment, click on the ticket subject to open side panel.
Write your comment message and click Send to add it.
Close Tickets
To mark a ticket as resolved, expand the ticket actions and select Close.
Management Console
This action needs confirmation.
My tickets using Online Access
Closed tickets cannot be edited or deleted.
Delete Ticket
Management Console
To delete a ticket, expand the actions and select Delete.
My tickets using Online Access
To delete a ticket, expand the actions and select Delete.
Deleted tickets are no longer visible in the Tickets tab. This cannot be undone.