Server App: Working with Support Tickets

Viewing a List of Existing Tickets

To view a list of existing tickets using the Server App, carry out the following:

1. Click Support on the Server App menu. The Support function is opened, defaulting to Create Ticket page:

   

2. Click View Tickets. A page containing existing tickets appears:

   

   • If you are in a group and not a location, you will need to first choose a Location from a list of available locations and click Go to access the Create Ticket page for that location:

     

     

     

   Tickets are listed in descending order from newest to oldest, and include the following values:

   • The Subject that was entered when the ticket was submitted.
   • The system generated ID for the ticket.
   • The date and time the ticket was Created At.
   • The date and time of the last response, comment, or status of the ticket was Updated At.
   • The Status of the ticket on the ComplianceMate support system:
     • New means the ticket has been submitted, but no action taken.
     • Pending means that the ComplianceMate Support Team has responded to the ticket and added a Comment or changed the Status.
     • Open means that you have added a Comment to the ticket.
     • Solved means that the ComplianceMate Support Team has responded, and the issue has been solved.
     • Closed means either of the following has occurred:
       • The ticket has been resolved to your satisfaction.
       • ComplianceMate was awaiting a response but did not receive one, and now the ticket has expired.

View Details of a Ticket

1. Click on the ticket Subject to view the Ticket Detail. The information that appears on the list also appears at the top of the page. The appearance of the form depends on the status of the ticket:
   • For New tickets, the Subject you entered is included in the Ticket Detail and the Description you entered appears in the Comments box. A Comment field also appears where you can enter additional comments, if needed: 

     

   • For Open, Pending, or Solved tickets, comments entered by you and/or the support team are added to the Comments box. The Comment field remains enabled so you can enter additional comments, if needed:

     

   • For Closed tickets, all comments entered by you and/or the ComplianceMate support are included in the Comments box, but the Comment field is no longer available for adding comments.

     

Adding a Comment to a Ticket

If the Comment box is visible, you can add a Comment to a ticket by entering the comment text in the field and then tapping Add Comment.