This document outlines the core functionalities of the IT Ticket Management System, designed to streamline technical issue reporting and resolution within the organization. The system facilitates the logging and tracking of issues related to software, hardware, network, and other technical domains.
Key Features:
- Ticket Creation: Users can submit tickets by providing essential details such as issue type, a comprehensive description, priority level, and relevant attachments.
- Automated Routing: Tickets are automatically assigned to the appropriate technical team based on predefined workflows.
- Workflow Customization: Administrators have the ability to customize workflows, including adding categories, assigning team members, and configuring escalation rules.
- Real-time Tracking and Notifications: Tickets are tracked and updated in real-time. Users receive email notifications regarding ticket progress and status changes.
- Historical Data and Transparency: Users can access a complete history of their tickets, including resolution details, ensuring transparency.
- Reporting: The system generates weekly reports for system administrators, providing insights into unresolved tickets and response time metrics to facilitate continuous improvement.
Creation and Management
To create and manage IT tickets, follow these steps:
- Access the IT Ticket Interface: Right-click on the Tray Icon and select the IT Ticket option.
- Select Issue Details:
- Issue Title: Choose the appropriate category for your issue (e.g., Network Issue, Software Issue, Hardware Issue, Other Issue, PC Issue).
- Issue Priority: Assign a priority level to your issue (e.g., High, Medium, Low).
- Issue Description: Provide a detailed description of the problem you are experiencing.
- Attach Screenshot (Optional): Click the Screenshot button to capture an image of the issue, if relevant.
- Submit Ticket: Click the Submit button to create your ticket.
- View Ticket History: To review the status and history of your submitted issues, click the Ticket History button.
Enabling the IT Ticket Feature
To enable the IT Ticket feature within Endpoint Security, follow these steps:
- Access Policy Management: Log on to Endpoint Security and navigate to the Policy Management tab.
- Select Policy: Click on the relevant policy, for instance, “Test Policy.”
- Navigate to General Settings: Go to the General Setting Policy section.
- Activate Feature: Click the ON button to enable the IT Ticket feature.
- Save and Apply Policy: Click Save & Apply to confirm your changes.
- Apply Policy to Machines:
- Go to the Key Details Tab.
- Select the Machine(s) to which you want to apply this policy.
- From the Select Policy Dropdown, choose the policy you just modified (e.g., “Test Policy“).
- Click the Apply button.
