Tickets

Overview

The Tickets screen provides a summary of all the tickets raised organization-wide. Tickets screen can be accessed by selecting the Tickets option from the left menu bar of EpicLink.

• In the Organization field, select the Organization or sub-organization from the dropdown menu. The logged in admin Organization is populated by default here. This is the organization corresponding to the email ID used to login.

• The dropdown list consists of all the sub-organizations under logged in admin organization.

• In the Sites field, select the required sites from the dropdown menu. The dropdown menu consists of all the sites associated with the selected Organization and sub-organizations.

• Select the Period if necessary.

• The Tickets table shows the list of all the tickets of the selected Organization. It also shows the following information:

  • Ticket ID - Unique ID of the ticket

  • Site - Name of the Site

  • Subject - Subject given for the ticket

  • Created On - Date and time of creation

  • Creator - Name of the person that created the ticket

  • Assignee - Name of the Assignee

  • Priority - Priority level of the ticket

  • Updated On - Date and time of updating the ticket

  • Status - Status of the ticket

• Click Download to download the table data in CSV format.

• Click the Filters button to view the filtering options.

  • The user can select options such as:

    • Unassigned

    • Hot Sites

    • Raised less than 24h ago

    • Critical

    • Standup

    • My Tickets

    • RMA

  • User can filter the tickets based on their Status:

    • Open

    • Closed

    • Reopened

    • On Hold

    • Escalated

    • Resolved

  • User can select the name of the Assignee from the dropdown menu and filter the tickets assigned to them.

  • User can also select the name of the Creator from the dropdown menu and filter the tickets created by them.

  • Click Apply Filter to filter and view the required tickets.

Create a New Ticket

• Click Create a New Ticket button to create a new ticket.

• Click the VSAT field and select one of the following options:

  • Upgrade / Downgrade

  • Slow / No Service

  • Modem

  • Antenna

  • Others

• Click the Cellular field and select one of the following options:

  • Upgrade / Downgrade

  • Slow / No Service

  • Modem

  • Antenna

  • Others

• Click the KaaS field and select one of the following options:

  • Server SW

  • Mobile APP

  • Outbound Calls

  • Inbound Calls

  • Others

• Click the Billing field and select one of the following options:

  • Invoicing

  • Payment

  • Others

• Click the Others field and select one of the following options:

  • Network Issues

  • LAN

  • WI-FI

  • AV

  • Others

• Select the name of the required Site from the Vessel field.

• Select the name of the Assignee from the dropdown menu.

• Enter the Subject.

• Select the Event Date.

• Enter the Description.

• Select and upload any required images or screenshots.

• Click Send Ticket to create the ticket.

• Click Cancel button to cancel the operation.

• Click Clear All button to clear all the entered fields.