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1 = Ticketing acess =
2
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}}
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7 Accessing the Nuabee DR Dashboard, depending on your access credentials, you have access to the ticketing menu.
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9 [[image:1538658350035-842.png||height="169" width="774"]]
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12 == Listing tickets ==
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14 From this view, you can see all the tickets affected to you and the perimeter of your Disaster Recovery.
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16 [[image:gestion-tickets_1.png||height="350" width="900"]]
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19 **Tickets can be of the following states** [[image:1538659559918-873.png||height="221" style="float:right" width="260"]]
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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)
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29 == Ticket Creation ==
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31 (% style="text-align:center" %)
32 [[image:tickets2.png]]
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36 During the creation of a ticket, you'll be asked to choose a **category** :[[image:gestion-tickets_2.png||style="float:right"]]
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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//)
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46
47 == Ticketing dashboard ==
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49 From this page, you'll have access to a synthesis of your tickets.
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52 (% style="text-align:center" %)
53 [[image:gestion-tickets_3.png||height="459" width="900"]]
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