Efficiently manage alerts by generating or assigning tickets directly from the Alerts or Site pages, streamlining your support operations.
Efficiently manage alerts by generating or assigning tickets directly from the Alerts or Customer pages, streamlining your support operations.
Create a ticket from an alert
Tickets can be created from alerts from the Alerts page or the Site page.
Tickets can be created from alerts from the Alerts page or the Customer page.
via the Alerts page
To create a ticket from an alert:
1. From Alerts (on the sidebar), click Create Ticket > Create new ticket (under the Ticket column) on the specified alert.
The New ticket page appears.
4. Click Create.
The new ticket is added and appears on the Tickets page.
via the Site page
To create a ticket from an alert:
1. From Sites (on the sidebar), select the site.
The Site page appears.
2. Click the Alerts tab.
3. Choose the alert you want to create a ticket for and click Create Ticket > Create new ticket (under the Ticket column).
The New ticket page appears.
5. Click Create.
The new ticket is added and appears on the Tickets page.
via the Customer page
To create a ticket from an alert:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. Click the Alerts tab.
3. Choose the alert you want to create a ticket for and click Create Ticket > Create new ticket (under the Ticket column).
The New ticket page appears.
5. Click Create.
The new ticket is added and appears on the Tickets page.
Assign a ticket to an alert
Existing tickets can be assigned to alerts from the Alerts page or the Customer page.
via the Alerts page
To assign a ticket to an alert:
1. From Alerts (on the sidebar), choose the alert you want to assign to a ticket and click Create Ticket > Assign existing ticket (under the Ticket column).
The Select ticket window appears.
2. Start typing the ticket title or ticket ID and select the ticket from the generated options.
3. Click Apply.
The ticket is assigned to the alert and the alert will appear on the ticket under Related alerts.
via the Site page
To assign a ticket to an alert:
1. From Site (on the sidebar), select the site.
The Site page appears.
2. Click the Alerts tab.
3. Choose the alert you want to create a ticket for and click Create Ticket > Create new ticket (under the Ticket column).
The Select ticket window appears.
4. Start typing the ticket title or ticket ID and select the ticket from the generated options.
5. Click Apply.
The ticket is assigned to the alert and the alert will appear on the ticket under Related alerts.
via the Customer page
To assign a ticket to an alert:
1. From Customers (on the sidebar), select the customer.
The Customer page appears.
2. Click the Alerts tab.
3. Choose the alert you want to create a ticket for and click Create Ticket > Create new ticket (under the Ticket column).
The Select ticket window appears.
4. Start typing the ticket title or ticket ID and select the ticket from the generated options.
5. Click Apply.
The ticket is assigned to the alert and the alert will appear on the ticket under Related alerts.
Fill out the ticket
Ticket creation and scheduling
- Site: Select the site.
- User: Select the user (required).
- Ticket title: Give the ticket a title or name (required).
- Description: Include any important information about the ticket.
- Attachments: Add any supporting attachments to the ticket by clicking Choose files.
- Include ticket creation time: This counter tracks the time it took to create the ticket, and counts it toward work performed on the ticket. This counter is disabled by default. Check the box to enable tracking.
- Schedule ticket: Click the Schedule ticket dropdown to go live later or create recurring tickets. Learn more
- Customer: Select the customer.
- Contact: Select the contact (required).
- Contract: The dropdown list of contracts will populate based on the selected customer/contact.
- Ticket title: Give the ticket a title or name (required).
- Description: Include any important information about the ticket.
- Attachments: Add any supporting attachments to the ticket by clicking Choose files.
- Include ticket creation time: This counter tracks the time it took to create the ticket, and counts it toward work performed on the ticket. This counter is disabled by default. Check the box to enable tracking.
- Schedule ticket: Click the Schedule ticket dropdown to go live later or create recurring tickets. Learn more
Ticket assignment and type
- Assign technician: Assign a technician to work on the ticket.
- Type: Select the ticket type (Incident, Problem, Request, or Change).
- Assign technician: Assign a technician to work on the ticket.
- Type: Select the ticket type (Incident, Problem, Request, or Change).
- Contract: Select the contract.
Ticket properties
- Form template: Select the ticket form template (if applicable). Learn more
- Priority: Select the ticket priority level (Low, Medium, High, or Critical).
- Ticket impact: Select the ticket impact (No Impact, Site Down, Server Issue, Minor, Major, Crisis).
- Product family: Assign your ticket to a preconfigured product family category. Learn more
