SubTicket

viewing a subticket viewing a subticket a subticket is a new ticket created within the main ticket to allow one or more agents to handle multiple requests within the same inquiry on the docid\ ahqtvuorkx0 zdoyw4e7r page, you can view details about ticket list table item details search ticket ticket sorting ticket filters ticket information there are two ways to identify a subticket through an icon located just below the ticket number by opening the ticket and viewing its details to view the subticket information, you have two options click directly on it in the ticket list; open it through the main ticket \ viewing subtickets direct to view a subticket, simply click on it in the ticket list \ viewing subtickets through the main ticket to open, follow the steps below click on the main ticket; 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 left sidebar menu; you will see the subticket listed on the right side of the window; in the example below, number #136 e #138; all the subticket information will be shown and it can also be processed; to return to the main ticket, click on it in the top bar icons icons in the ticket list, the first column of the table refers to the ticket number below this number, there may be an icon identifying 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 single ticket 45 main ticket with a sub ticket sub ticket 46 was opened from this one 46 subticket/main ticket with a subticket this is a subticket its "parent" ticket or main ticket is 45 however, this is also a main/parent ticket, as ticket 47 was opened underneath it 47 subtícket this is a subticket your main ticket is 46 creating a subticket creating a subticket there are two ways to create a subticket through the action button in the ticket list through the action button inside the ticket information 01 new subticket ticket list to create a subticket , follow these steps click the action button \[ ] on the row of the ticket where you want to create a subticket a new option will appear below create subticket click create subticket a creation window will open in the center of the screen the request is completed in 3 steps 1 requester information requester enter the name of the user requesting the subticket you can either select a user from the dropdown list or use one of the two buttons on the right select your user select the original requester clicking one of these buttons will automatically fill in the requester field email automatically filled with the registered email phone enter a phone number 2 select an activity search activity click the dropdown list and choose one of the available activities for the subticket if you select the activity through this option, the following fields will be automatically filled portfolio service activity alternatively, you can manually select each field portfolio service activity click create subticket (blue button in the bottom right corner of the window) 3 fill out the form description describe the request for opening the subticket + attachment attach a file if needed click open subticket (blue button in the bottom right corner of the window) the newly created subticket will appear as a new row with a sequential number after the main ticket to view or process it, simply click on it in the ticket list 02 new subticket ticket information to create a subticket , follow these steps click on the main ticket click the action button \[ ] in the top right corner of the ticket creation window click subticket , the second option that appears below the action button a creation window will appear in the center of the screen fill in the required information to create the new subticket , as explained in option 01 above servicing a subticket servicing a subticket to start the service process, follow these steps access the docid\ ahqtvuorkx0 zdoyw4e7r page search for the desired ticket using the search bar, filters, or by navigating through the page click on the subticket you want to handle you can also open it through the main ticket a window will appear in the center of the screen with detailed information about the request click capture request in the top left corner of the window add attachments in the ticket description , if necessary click on the resolved tab under ticket status mark whether it was a temporary solution or not describe the subticket resolution details in the text box click save to complete the subticket handling process suspending a subticket suspending a subticket when a subticket is suspended, the sla time stops counting click capture ticket a message will appear at the top of the screen ✅ ticket successfully captured click the action button \[ ] select suspend a window will appear in the center of the screen enter a justification for suspending the subticket click save a message will appear at the top of the screen ✅ ticket successfully suspended reactivating a subticket reactivating a subticket to reactivate a subticket, follow these steps click on the desired subticket to open its editing window click the action button \[ ] in the upper right corner of the screen a small window will appear with the following message ⚠️ are you sure you want to reactivate the ticket? click the blue reactivate button a message will appear at the top of the screen ✅ ticket successfully reactivated