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Software and services for the radio industry.

Tickets

Modified: 2018/05/11 14:05 by EricCrocker - Uncategorized
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Tickets

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Introduction

Welcome to tickets! This is our new way for direct communications with our Support Team without having to leave Radiotraffic. Using tickets is easy so let's get started. From the Dashboard go to the Feedback Menu and select Tickets.

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Layout

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File Menu

  • File
    • Close - Closes the window.

  • View
    • Archived - Older tickets that have been removed from view by the user.
    • Trashed - Tickets have been removed by Trashing but not deleted.
    • Reset - Resets the local Tickets window to factory settings.
    • Refresh - Refreshes the screen as if the user hit F5.

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Columns

Columns in Tickets allows you to modify the tickets window to your preferences. This feature can be accessed by right-clicking the columns and selecting Column Chooser.

For more details on using Column Chooser, please see MyViews.

Standard Columns

  • Id - The actual ticket number..
  • Type - Can select between Bug, Task, New Feature and Improvement.
  • Priority - Can select between Blocker, Major, Neutral, Minor and Trivial.
  • Summary - Short statement of problem or task.
  • Build - The current version of RT that is running on your system.
  • Status - Can select Open, Resolved and Closed.
  • Created By - Who created the ticket.
  • Updated - Date of last update.
  • Created - Date ticket was created.

Additional Columns

  • Assigned To - The person who the ticket is currently assigned too.
  • Product - Which product is RT licensed for; eg. Premier, Essentials, etc.
  • Resolution - RT's choices are Unassigned (Waiting), Completed (Finality), Inconclusive (We don't know) , Denied (No further action following) and Duplicate (Another ticket exist and the current ticket will be Closed).
  • Updated By - The person that last made comments to the ticket.

New Button-Click to start a new ticket

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Ticket

A new ticket form will pop up.

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The New ticket window contains two main regions of information; on the left side is the summary/detail of the ticket and the right side contains extra and current status information.

Summary/Detail

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  • Summary - The summary or overview of the ticket; a small statement clearly defining the purpose of the ticket. (required)
  • Detail - The overall detail of the ticket; the more details you provide, the more quickly this ticket can be addressed. (required)

Extra/Status

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  • Type - What kind of ticket is this?
    • Bug - An error, failure or fault in RadioTraffic
    • Task - Not a bug, but need Support to alter or change.
    • New Feature - An Idea or suggestion.
    • Improvement - A flaw that might need improvement.
  • Group - This is your group name. (read-only)
  • Product - In order to better support you, we track tickets by-product. (read-only)
  • Build - This represents the current version of the software that you are actively using. (read-only)
  • Priority - Reflects your feeling toward what you believe the priority is.
    • Blocker - An Issues that stops you from doing your task.
    • Major - A major issue.
    • Neutral - An issue that is neither good or bad.
    • Minor - A minor issue.
    • Trivial - A trivial issue.
  • Status - The Status and Resolution fields are related; specifically, what Resolution can be set to is controlled by what the current Status is set to.
    • Open - Ticket is sitting idle.
    • In Progress - Ticket is being Looked at/worked on.
    • Hold - Ticket is on hold for a myriad of reasons.
    • Resolved - Ticket in compleated.
    • Closed - Ticked is closed.
  • Resolution - The Resolution field is only available under certain Status settings. When available, contains the "how" the item has been resolved/closed.
    • Completed - We feel we have addressed this ticket. If you acknowledge that we have done so, Please click the yellow bar at the top. Otherwise, If you feel that there was more that could be done, Please share your feedback by clicking on the New Comment button and this will reactivate the ticket.
    • Inconclusive - At this point there isnt much more that we can do to further address this ticket without more additional details.
    • Denied - We appreciate your feedback. But we won't be pursuing this any further at this time
    • Duplicate - We have identified this tick as being a duplicate of (or closely similar to) another ticket; Please see comment for additional details
  • Assigned - This field represents whom the ticket is currently assigned. "Unassigned" is the ticket pool that customer service will pull from.

CC - We give you hints to how you need to enter a ticket but I will add that if you have multiple issues please enter each one as it's own ticket due to the fact that it gives us a chance to handle each matter separately. Also if you finish a ticket please don't reopen a closed ticket and add new comments, as it will confuse things and slow down the process of handling your issues.

At this point, you can send Customer Service the ticket, with clicking the O.K. button.

If you want to add additional information or an attachment you click the Apply button. When you click the apply button another box at will appear.

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Comments

Comments allow you to add to the conversation. To add a comment please select New Comment button.

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Attachments

Click on the Attachment tab.

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To add an attachment click on Add Attachment button.

This will open up a Windows file folder and you can at this point add the file you want to the ticket.

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When the attachment is uploaded you will see the name of the file under Name tab. You will see a time stamp with a date and time under the Created tab.

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Send

To submit your ticket please click on OK and the ticket will be passed to us and someone at RT will review and respond to it. Once we finished with it we will Resolve it and send it back to you.

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Notification

When we send a ticket back to you, it will show up on your Dashboard.

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By clicking on the large box, your ticket will open, and you will have the ability to reply or close the ticket from the Dashboard without having to access the Ticket window.

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Review

You can review all existing tickets (past and present) by either clicking on a ticket notification on your Dashboard (if there is one) or using Feedback main menu Tickets entry...

In the Ticket window is the Filter tab.

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Under Filter, you have a left and right sections. The right box marked tickets list a complete list of all the tickets you have created.

The left is the filter with two regions. The first region contains:

  • Assigned - By User
  • Created - By User
  • Type - Training, Billing, Bug, Task, New Feature, and Improvement.
  • Priority - Blocker, Major, Neutral, Minor and Trivial.
  • Status - Active issues, All Issues, Unassigned, Open, In progress, Hold and Resolved.
  • Resolution - Unresolved, Completed, Inconclusive, Denied and Duplicated.
  • Build - By Build number

Then another region containing:

  • Keyword - Any keyword
  • Ticket - By ticket number

Finally, the Filter button which you click after you have selected any and all parameters you want to use. The new list will show up in the right-hand box. If nothing shows up you may want to change or drop some of the parameters you may have chosen.



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Loop others into a Ticket

This is the ability to add co-workers to a ticket so that multiple people in your organization can interact with one person's ticket:

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In the center bar is a new button "Notifications" this button opens up a new window in the lower half that lets you pick one or more people to add to this ticket. When you add someone they will now be able to see and respond in the ticket and both/all of you will be able to follow along with the dialog.



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Print Ticket

This is the ability to print tickets. You can now print and share a fix to an issue with a co-worker. You can now save a reoccurring issue with a walkthrough response. You can now hand off a response from Radio Traffic to a superior that wanted a question asked.

Under File in the Main Menu is Print and Print Preview tabs:

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This printout will show all of the important information including the comments:

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EC With the print preview feature you can open the entire ticket on another page and look at it in a different and separate setting.


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History

Under the History tab are 5 columns:

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  • Modified - The time and date of Modifications.
  • User - The Person who did the change.
  • Item - The field for what was modified.
  • Previous Value - What the field was.
  • New Value - What the field is.

This will show you all of the actions given to an individual ticket. From its beginning through Customer Service and back to you, or back and forth from you to Customer Service on a longer or more difficult issue.

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Closing the loop

Tickets open on your end that Costumer Service has responded to, you will see that you have a number by your name in the ticket window.

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Click on the ticket.

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The last comment that was made and will pop up when you entered the ticket. At this point if you are happy with the results then you can close the last comment ticket and hit the yellow bar and it will close the ticket.



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Reply

IF YOU ARE NOT HAPPY please do not tap on the yellow bar; instead add an additional comment with any additional details that are relevant to the issue so that we can continue the conversation until you are satisfied with the result.

Close out the latest comment notice (window) and click on the New Comment button to reply back with additional details.

Once you press the OK button, the ticket will automatically be placed back in to the RT ticket queue (unassigned) for review/response.

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FAQ

What does it mean when the ticket is assigned to unassigned?

This is what represents the RT customer service ticket queue; at this point, someone in customer service will review the ticket in order to assess if they can assist in resolving the issue or redirect it to someone else who can. Once either of these has been determined, the ticket will be assigned accordingly.

When I get ticket that is set to resolved / inconclusive' but it isn't "resolved".

Our customer service will set a ticket as being "resolved", "inconclusive" any time that there isn't anything else that we can do with the ticket given the current information and/or situation. Most of the time, the reason for it being set this way will be included as the latest comment in the ticket. If you are able to add additional information (as requested), the ticket can be reactivated (by simply adding a new comment) and the wheels can then move forward again. In other words, "inconclusive" means that we are at a dead-end without any further information being provided.

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