Manage Ticket

Once ticket is raising its goes through approval cycle which is configured in workflow

After ticket is raised its shows in My tickets of whose raise ticket in My Dashboard and My Ticket

After click on View button user is able to open ticket details page

In ticket details page shows all ticket details like ticket details, Requester details, Action log and task

When ticket is raised, initiator is able to see Cancel and Update button to update cancel request

After ticket is raised its assigned to Support Team and its shows in Team Tickets

Support Team will open ticket details page and assign ticket to any member of Support team

When ticket is assigned to support team member then ticket shows in Pending Tickets of that member

When ticket is assigned to Support team member it shows Open status and 4 actions Cancel, Update, Complete and Reject in ticket details page

Support Team member is able to add Comments and required Attachments and its shows in Action log of ticket details page

Support team member is able to update status with according ticket progress first it shows Open status

When Support Team(Approver) start working on ticket they will update In Progress status

If support team member (Approver) needs any other details from requester then he will update Awaiting User Info status

When Requester added input or needed details in ticket details page its status automatically changed Awaiting Customer Info to In Progress

If Issue is resolved, then support team member(Approver) update Resolved Status and it shows 6 actions

If issue is not resolved, then he will click on Not Resolved action and Status will be changed to In Progress

If issue is resolved, then Approver will click on Close Action and ticket will comes in Completed Tickets

Requester or Initiator is able to Reopen ticket after ticket is closed

When Requester Reopen ticket, its status changed to Open and tickets will again be assigned to Support team (First Approver)

Once the ticket is Closed, Initiator is able to fill up Feedback form

All Approvers is able to manage task related to that ticket in ticket itself

You can check all assigned task in My Ticket