My Tickets (in Client Portal)

Client Portal > My Tickets

The My Tickets page manages tickets assigned to you as the Contact Person of your customer organization. If you create a new ticket using this page, the ticket is assigned to you as the customer Contact Person by default.

When you open an existing ticket:

• The Ticket View displays general properties of the ticket.
• You can also click Add Note to add a note for support to read.
• You may also see notes about this ticket for you, as the customer contact, to review and possibly act on.

Quick Tickets

Security roles have a Client Portal option called Quick Tickets. When checked in a security role, customers are presented with a simplified page layout when adding new tickets. If unchecked, customers are presented with the same page layout that employees see.

Creating a New Ticket

1. Select the Client Portal > My Tickets page.
2. Click New.
3. Enter the following in the Quick Add Ticket page.
   • Site
   • Ticket Type
   • Priority
   • Issue Type
   • Sub-Issue Type
   • Affected Hardware Asset
   • Affected Software Asset
   • Attach File
   • Title - A one line summary of the issue.
   • Details - A longer description of the issue.