Tickets

Overview

The Tickets screen shows a summary of all the tickets raised for the organization. Select Tickets * from the left menu of Kognitive Cloud to open it.

1. In the Organization field, select the organization or sub-organization. The organization of the logged-in user is selected by default, and the list contains all of its sub-organizations.

2. In the Sites field, select the required sites (default All Sites).

• By default, the table shows only the Open tickets. The applied filters are shown as chips above the table (for example Status: Open). Click the x on a chip to remove that filter.

• The table shows the following information:

  • Ticket ID – unique ID of the ticket. Click it to open the ticket details.

  • Site – name of the site.

  • Parent Org – organization the site belongs to.

  • Subject – subject of the ticket.

  • Created On – date and time of creation.

  • Creator – name of the person who created the ticket.

  • Assignee – name of the assignee.

  • Priority – priority level of the ticket.

  • Updated On – date and time of the last update.

  • Status – status of the ticket.

  • Actions

• Use the search field to find tickets.

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

Filters

• Click the Filters button to open Ticket Filters:

  • Filter In – Unassigned, Hot Sites, Raised < 24h, Critical, StandUp, My Tickets and RMA.

  • Status – Open, Closed, Reopened, On Hold, Escalated and Resolved.

  • Users – select an Assignee or a Creator to see their tickets.

• Click Apply Filter to filter the tickets, or Clear Filter to remove the filters.

Create a New Ticket

1. Click CREATE A NEW TICKET. The new ticket form opens. Click the back arrow to return to the list.

2. Select at least one option that describes the issue:

   • Click the VSAT field and select one or more of: Upgrade / Downgrade, Slow / No Service, Modem, Antenna, Others.

   • Click the CELLULAR field and select one or more of: Upgrade / Downgrade, Slow / No Service, Modem, Antenna, Others.

   • Click the KaaS field and select one or more of: Server SW, Mobile APP, Outbound Calls, Inbound Calls, Others.

   • Click the Billing field and select one or more of: Invoicing, Payment, Others.

   • Click the Others field and select one or more of: Network Issues, LAN, WI-FI, AV, Others.

3. Select the site in the Vessel field.

4. Select the Assignee.

5. Enter the Subject.

6. Select the Event Date (default: today).

7. Enter the Description.

8. In the Upload area, browse, drop or paste any supporting files. Supported formats: PNG, JPG, JPEG, PDF, DOCS, XLS, XLSX and MSG.

9. Click SEND TICKET to create the ticket, Clear All to clear the form, or Cancel to cancel.

Ticket details

• Click a Ticket ID in the table to open the ticket. Use Prev and Next to move between tickets, or the back arrow to return to the list.

• The left side shows the ticket number, site, creator, subject and description, and the Attachments. Click the + icon to add an attachment.

• The Comments tab lets you add comments using the text editor. The History tab shows the changes made to the ticket.

• The Details panel on the right lets you update the Status, Channel, Issue Type, Customer Reported, Component, Providers, System Type, Priority, Assignee and Classification of the ticket.

• Click Update to save the changes, or Discard to discard them.