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Ticketing Tab
The Ticketing Tab manages service requests from VSA users. These service requests, and your response to them, are documented using tickets.
The ticketing system automatically sends email alerts to designated administrators and users for such system events as ticket creation, changes, or resolutions. The system organizes tickets by machine ID or group ID. You may wish to create extra machine ID accounts or group IDs to hold tickets of a global nature, such as general network problems.
Functions |
Description |
Define email alerts on a per machine basis. |
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Create new tickets, or add or modify notes in existing tickets. |
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Permanently delete tickets or move tickets into archival storage. |
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Determine when email notifications are sent out by the Ticketing module. |
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Determine who can edit and/or display fields in tickets. |
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Define default due dates for new tickets based on field values and email subject lines. |
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Define, modify, or create ticket fields used to classify tickets. |
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Setup automatic polling of a POP3 email server to generate new ticket entries. |
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Define default field values for new tickets received using the Email Reader. Separate email maps may be defined for email addresses or domains. |
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Edit machine account information. |
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Set up user accounts to enable users to view or create tickets, chat with administrators and remote control their own machines. |
Topic 411: Send Feedback. Download a PDF of this online book from the first topic in the table of contents.