Wiki source code of Gestion des tickets
Last modified by Equipe Opération on 12 - 11 - 2018
Hide last authors
author | version | line-number | content |
---|---|---|---|
41.1 | 1 | = Ticketing acess = | |
1.1 | 2 | ||
41.1 | 3 | {{info}} | |
4 | Ticket management is available after finalizing the initial setup. It is the In-Service Support part of your Disaster Recovery Plan. | ||
5 | {{/info}} | ||
19.1 | 6 | ||
41.1 | 7 | Accessing the Nuabee DR Dashboard, depending on your access credentials, you have access to the ticketing menu. | |
18.1 | 8 | ||
41.1 | 9 | [[image:1538658350035-842.png||height="169" width="774"]] | |
4.1 | 10 | ||
11 | |||
41.1 | 12 | == Listing tickets == | |
4.1 | 13 | ||
41.1 | 14 | From this view, you can see all the tickets affected to you and the perimeter of your Disaster Recovery. | |
18.1 | 15 | ||
41.1 | 16 | [[image:gestion-tickets_1.png||height="350" width="900"]] | |
18.1 | 17 | ||
18 | |||
41.1 | 19 | **Tickets can be of the following states** [[image:1538659559918-873.png||height="221" style="float:right" width="260"]] | |
18.1 | 20 | ||
41.1 | 21 | * Open | |
22 | * Processing (Nuabee is working on a fix and pondering solutions) | ||
23 | * Solved (might be re-opened if the customers has feedback) | ||
24 | * Closed (Customer accepted the solution given) | ||
25 | * Waiting for customer action (The customer has a modification / action to realize on it's infrastructure) | ||
4.1 | 26 | ||
27 | |||
8.2 | 28 | ||
41.1 | 29 | == Ticket Creation == | |
8.2 | 30 | ||
41.1 | 31 | (% style="text-align:center" %) | |
32 | [[image:tickets2.png]] | ||
18.1 | 33 | ||
34 | |||
35 | |||
41.1 | 36 | During the creation of a ticket, you'll be asked to choose a **category** :[[image:gestion-tickets_2.png||style="float:right"]] | |
18.1 | 37 | ||
41.1 | 38 | (% style="list-style-type:square" %) | |
39 | * **Anomaly : In case the backup is not running properly** | ||
40 | * **Question **: For a technical question revolving around implementation related topic | ||
41 | * **Sales **: If you need to ask about licences, consummed storage, billing... | ||
42 | * **Security **: toute point autour de la SSI | ||
43 | * **Evolution **: toute suggestion pour une évolution d'un des composants de la solution Nuabee | ||
44 | * **Reporting **: il s'agit d'une catégorie correspondant à un rapport de PRA (accessible via le menu //Test de PRA//) | ||
18.1 | 45 | ||
46 | |||
41.1 | 47 | == Ticketing dashboard == | |
18.1 | 48 | ||
41.1 | 49 | From this page, you'll have access to a synthesis of your tickets. | |
50 | |||
51 | |||
52 | (% style="text-align:center" %) | ||
53 | [[image:gestion-tickets_3.png||height="459" width="900"]] | ||
54 | |||
55 | |||
56 | |||
57 | |||
58 | |||
9.1 | 59 |