SubTicket

19 min

\ administrator \ \ attendant \ a subticket is a new ticket created from a main ticket to address specific or supplementary aspects of the original request it maintains the link to the parent ticket and can be handled independently, with its own status, sla, and assignee \1 viewing a subticket\ there are two ways to open and view a subticket directly on the list simply click on the subticket in the ticket list, just as you would with any other ticket through the main ticket open the main ticket, click on subticket in the left sidebar menu, and click on the listed subticket number on the listing tickets docid\ ahqtvuorkx0 zdoyw4e7r page, you can view details about ticket list table item details search ticket ticket sorting ticket filters ticket information \ viewing subticket through the main ticket to open, follow the steps below click on the main ticket in the list of tickets, click on the main ticket a window with all the ticket information will open in the example below, number 134, with a red circle and the number 2 inside a window will open with all the ticket information; click on subticket in the side menu in the left hand menu of the window, click on subticket the linked subtickets will be listed on the right hand side of the window in the example below, number #136 e #138; click on the subticket number all subticket information will be displayed support can also be provided directly through this channel to return to the main ticket click on the main ticket number displayed in the window's header bar \ identifying a subticket there are two ways to identify a subticket i con through an icon, located just below the ticket number see an example in the next item informations when opening and viewing the information of a ticket to view your subticket information, you have two options click directly on it in the ticket list ; open via main ticket see example in the previous item \2 icons\ in the ticket list, the first column of the table refers to the ticket number below this number, an icon may appear identifying the relationship of that ticket to other calls; that is, whether it is a sub ticket, a main ticket with one or more sub tickets, or a sub ticket (being a main ticket) with one or more sub tickets see the example in the image below in the image above, we see examples of 4 open tickets/sub tickets with different icons see below the meaning of each one, based on their numbers 44 simple ticket no additional icon it's a regular ticket, not linked to any sub tickets 45 main ticket with a sub ticket this ticket is the parent of another a subticket was opened from it — in the example, ticket 46 46 subticket which is also the main ticket this is a sub ticket of ticket 45 and, at the same time, is the parent of ticket 47, in other words, it's in the middle of a chain of sub tickets 47 subticket this is a subticket your main ticket is 46 \3 creating a subticket\ there are two ways to create a subticket click the action button in the list click the button ( ··· ) in the ticket row and select create subticket inside the main ticket open the ticket, click the (···) button in the upper right corner of the window and select subticket regardless of the path chosen, a creation window will open in the center of the screen the process is divided into 3 stages dados do solicitante applicant \`mandatory`\ find the user who requested the subticket in the dropdown list you can also use the buttons above the field select your user — filled with your own name; or select who opened the ticket — filled with the requester of the main ticket clicking either button will automatically fill the field email \`automatic`\ automatically filled with the email address registered when selecting the applicant telephone \`optional`\ please provide a contact phone number, if necessary select an activity search for activity click on the dropdown list and directly choose one of the available activities when you select from this field, the portfolio, service, and activity fields below are automatically filled in portfolio / service / activity alternatively, you can browse manually by first selecting the portfolio, then the service, and finally the desired activity after selecting the activity, click the create subticket button in the bottom right corner of the window to proceed fill out the form description \`mandatory`\ describe what you want for the opening of the subticket + attachment \`opcional`\ attach a supplementary file, if necessary click the "open subticket" button in the bottom right corner to finish creating it 💡 after creation the new subticket will appear on a new line in the ticket list, with a number subsequent to that of the main ticket to view or process it, simply click on it in the list \4 servicing a subticket\ o atendimento de um subticket segue o mesmo processo do atendimento de um ticket comum follow the steps below open tickets page access the listing tickets docid\ ahqtvuorkx0 zdoyw4e7r page locate the subticket in the ticket list, use the search bar, filters, or browse the list to find the desired subticket you can also access it via the main ticket, as described in section 1 click on the subticket a window will open in the center of the screen with detailed information about the request capture the subticket click on capture request in the upper left corner of the window add attachments if needed in the ticket description section, you can attach supplementary files to the support request click on resolved in the ticket status area, click on the resolved tab fill in the closing fields indicate whether it was a temporary solution (yes or no) and describe your opinion of the solution in the text box click save to finish the sub ticket service will be completed \5 suspending a subticket\ when a subticket is suspended, the sla timer is paused to suspend, follow the steps below capture the subticket click on capture request the following message will appear at the top of the screen ✅ ticket captured successfully click the action button ( ··· ) in the upper right corner of the subticket window click on suspend a window will open in the center of the screen write a justification please state the reason for the subticket suspension click save the following message will appear at the top of the screen ✅ ticket successfully suspended \6 reactivating a subticket\ to resume service on a suspended subticket, follow the steps below click on the desired subticket in the list of tickets, click on the drop down subticket to open the editing window click the action button ( ··· ) in the upper right corner of the window, a small confirmation window will appear with the following message ⚠️ are you sure you want to reactivate the ticket? click the reactivate button the following message will appear at the top of the screen ✅ ticket successfully reactivated 📌 after reactivation the sla counter will resume running normally from the moment of reactivation service can be resumed by the same person responsible or delegated to another user