Tickets

The SoftwareOne Services Portal Tickets feature allows you to manage your Tickets and / or your Cases. We are in a transition phase of moving all our services from Tickets to Cases, and while that work is being completed you may see tabs for either Tickets or Cases, or both.

The screenshot below shows both Tickets and Cases:

• Refer to the Roles section below for details on how to control who can see My Company Tickets or the types of Tickets people can raise

Creating a Ticket or Case

Hit Create to be taken through a wizard to create your Ticket or Case.

The wizard will direct you to create a Ticket or Case based on the Service you choose:

Ticket based services

If the service is Ticket-based, after clicking next you will see the following option

Hit Next to be presented with a page similar to the following. The fields will depend on the service you have chosen

• Complete as much information as possible

• Refer to our Service Levels documentation on how Impact affects your ticket's priority

• You can add attachments, note they must be bigger that 10kb.

Hit Next to submit the ticket

Case based Services

If your Services is on our Case based platform, you will be prompted to just create a Case.

You can create a Case for any type of action, be that Incident or Request types, and our team will manage the case type on your behalf.

Hit Next to open the details page

• Refer to our Service Levels documentation on how Impact affects your case’s priority

• You can add attachments, note they must be bigger that 10kb.

Hit Next to submit the Case

Managing Tickets and Cases

You can open any of the tabs to see a table of your Tickets or Cases:

• Click on a ticket of case to open it.

• Priority is calculated based on the Impact when submitted and the Urgency which is managed by SoftwareOne. ref our Service Levels documentation for more

• The Status field is managed by SoftwareOne. We go through the following status:

  • Open

  • Active

  • Resolved

  • Closed (automated after three days of inactivity in the Resolved state)

When you open a ticket you see the following

• Enter a Reply and hit Submit to discuss the ticket with your engineer.

Escalating a Ticket

We only support escalating tickets, at the time of writing. We dont support escalating cases although it is on our roadmap.

We have a dedicated page for How to.. Raise a Service Quality issue on the Services Portal

Roles

We support different levels of access to Tickets and Cases as follows

If you want to change your Role you can contact your Services Portal Tenant Admin

To find out who is your Tenant Admin, go to “My Profile” in the top right hand side menu. Your tennant admins are listed there

For more information on how to manage Roles see our User Management page

For further details on our Incident and Request processes please reference our Service Management pages