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User Manual: Ticketing Module

Posted
Updated
ByInsha

The Ticketing Module is your primary tool for issue tracking, technical support, and internal request management. It ensures that every problem is documented, categorized, and resolved through a structured workflow.

Core Interface: Ticket Entry Form

The Ticket Entry Form is the central point for initiating a new request. It is divided into two main sections: General Information and Document Work Flow.

General Information Section

This section captures the essential data required to identify and prioritize the issue.

  • Ticket Title: Provide a concise and descriptive name for the issue to help support staff identify the problem at a glance.
  • TRN Date time: This field automatically timestamps the request (e.g., 23-FEB-2026) to ensure chronological tracking.
  • Category: Use this dropdown to classify the ticket (e.g., Bug, Feature Request, Hardware Issue) for proper routing.
  • Severity: Define the urgency of the ticket (e.g., Low, Medium, High, Critical) to manage service level expectations.
  • Modules: Link the ticket to a specific area of the CRM (like Training or Purchase) to help technical teams narrow down the source of the error.
  • Form/Report Name: Specify the exact screen or document where the issue occurred for faster troubleshooting.
  • Department: Select the department initiating the request (e.g., TD-01) to assist with internal reporting and resource allocation.
  • Upload File: Use the “Choose File” button to attach screenshots, error logs, or relevant documents that provide visual evidence of the problem.
  • Notes: A large text area for providing a detailed description of the issue, including steps to reproduce the error or specific requirements for a request.

Document Work Flow Section

Located on the right side of the form, this area tracks the lifecycle of the ticket.

  • Status: Displays the current stage of the ticket (e.g., “Created”).
  • Initiated By: Automatically logs the user who created the ticket, ensuring accountability and providing a point of contact for follow-up questions.

System Actions

  • Save: Located at the top right, this button submits the ticket into the system and triggers the assigned workflow.
  • Cancel: Use this to discard the current entry and return to the Ticket List without saving.
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