3.4 Creating Ticket

This section describes how to ask questions to us with creating ticket. To move the cursor over icon at the right of Navigation bar, “Create New Ticket” is shown. (Figure 3-7)

Figure 3-7. Create New Ticket

Click “Create New Ticket”. After displaying the Service CATEGORY dialogue, select a service category and service which you want to query (Figure 3-8).

Figure 3-8. Service Category

 
example: select Network -> Arcstar Universal One (Figure 3-9)

Figure 3-9. Service Name

 
After select service category and service, choose a kind of inquiry category. the following example selects incident.(Figure 3-10)

Figure 3-10. Ticket Type

 
After displaying the Create Ticket screen, fill out Summary and Detail, and select Urgency (Figure 3-11). If you want to attach files, click the File Upload button.To create ticket, select the associated services and contacts, and click Create Ticket.

Figure 3-11. Ticket Type

 
When we answer your question, the ticket’s status is “Pending Closure”. After clicking the ticket you want to look at on the Tickets widget or Tickets screen, Pending Closure ticket screen is displayed (Figure 3-12). If your question has been resolved, click Close. If you’d like to continue to ask questions, fill in your comment in the Comments area and click Add.

Figure 3-12. Ticket Detail screen

 
If ticket status is still open, you can update consecutive questions or close the ticket, even if you are waiting our answer on ticket. Also you can attach new files.