Login
Number
Title
FullTtext
Advanced SearchAdvanced Search

Help Overview
Help New Ticket
Help Tickets
Help Statistics
Help User Settings
Help Administration
Help Advanced Search
Help Login / Logout
ContactContact
Help New Ticket

Back

The submission of a ticket requires many steps.

  1. Customer Selection (only for engineers)
  2. Product Selection
  3. Conract Selection (not for anonymous)

You will be automatically redirected to a next page where a choice is required. If there is only one entry for a product or a contract you will be not prompted and you go directly to this submission page.

To submit a ticket please fill in as more data as possible an then press Submit-Button. At least a title, a short description of the problem and the prriority are required.

Field Description Note
Customer Will be displayed if some customer was selected automatic
Product Your selection is displayed required
Contract The name of the contract to be associated with the ticket required/automatic
Title The subject for the problem required
Reported By Who has reported this problem? Can be used for example in a call center where a call center user submits bugs for other users without access to the system or for customer users. This is only available if a customer was selected and there are customer users created in the system optional
Reported On Allow to specify when to problem was reported optional
First Contact with Customer On When was the customer contacted first time optional
Priority The desired priority. The priorities are defined in contracts. There is no default value, one should select one. required
System The system associated with the product. optional
Component The component associated with the product optional
Version The version information optional
Is hidden? Please check it if customer should not see this ticket. optional
Description The detailed description for the problem required
Office/Site The office/site by the customer. This selection is only available if a customer was selected and there are configured values for this field. optional
Severity How severe is the problem? Please select one of the available values. optional
When Found? When was the problem detected. optional
How found? How was the problem detected?. optional
Customer Ref# Customer reference number related to this ticket optional
Manufacturer Ref# Manufacturer reference number related to this ticket optional
Hardware Short hardware information optional
Operating System The information about operating system (like Win2000, UNIX, etc) optional
Contact1 Name The name of the first contact person optional
Contact1 Email Email address for the first contact person optional
Contact1 Phone The phone number for the first contact person optional
Contact1 Fax The fax number for the first contact person optional
Contact2 Name The name of the second contact person optional
Contact2 Email Email address for the second contact person optional
Contact2 Phone The phone number for the second contact person optional
Contact2 Fax The fax number for the second contact person optional
Comment Additional short comment for the ticket optional
Attachment1 You can upload up to two files with a problem. The files will be stored as attachments. Here you can select the first file to be uploaded. optional
Attachment2 You can upload up to two files with a problem. The files will be stored as attachments. Here you can select the second file to be uploaded. optional

All following fields are available only for engineers.

It is possible to immediately assign and/or close a ticket with one step. Select an user name next to the Assign to field to assign the ticket to an engineer. To do this you will need the access right for assignment in the selected product. Mark the checkbox Add Solution to add a solution. If you want to resolve the ticket then mark the Resolve checkbox too. And do not forget to enter a description in the Description field.

Please fill out the form carefully because some fields even an administrator can not edit.

Imprint
WebAdmin | Copyright © 2008-2016 Teles Communication Systems v1.6.14 / 2016-07-12