How to Guide: Submitting a Ticket

General ticket concepts

This system has been installed to allow direct communication between the community and intacs. There are two main areas (called departments) assigned to control the community to discuss and answer a ticket:

  1. The Community: This is for open discussion with all registered users of the intacs.info platform.
  2. The Core Team: This area is assigned to members of the advisory board and/or working party to deal with change requests or problem reports.

Sending a ticket requires an understandable information. You may add any additional information, packed as zip file.

To have access to the ticket system, you need to have a registered user being assigned to a defined group. The list of groups are growing. Currently the following groups are available:

  1. Certified Assessors
  2. Gate4SPICE Members
  3. Advisory Board Members
  4. iSQI
  5. VDA-QMC

TIcket status

In intacs ticket, the ticket status has a significant meaning. The possible states of a ticket status is "open", "on-hold" or "closed".

Whenever an user opens a new ticket, the status of the ticket is "open". Whenever a staff member answers a ticket the status will be updated to "on-hold". Naturally, whenever a ticket is closed the status is "closed".

Tickets

In this tab, a staff member can see (if he has sufficient privileges) all unallocated tickets. For the tickets details the staff member must click the either the ticket code or the ticket title.
In order to sort the tickets the staff member can click on the corresponding columns. The default sorting is descending by date (i.e. newest tickets first).

The first row of the view the staff member can find:

  • Advanced search: the ability to search tickets.
  • Show closed tickets: the staff member can see closed tickets that don't belong to him (please note that in order to be able to use this option, the staff member must have enough privileges)
  • Show all tickets: the staff member can see both unallocated tickets and tickets allocated to other staff members (please note that in order to be able to use this option, the staff member must have enough privileges).


Next is the table that corresponds to the search query that can be defined in "Advanced Search". The fields in the advanced search are:

  • Customer's Username: the username of the customer.
  • Customer's Fullname: the fullname of the customer.
  • Customer's Email: the email of the customer, as defined in his / hers account.
  • Staff Username: the username of the staff member.
  • Staff Fullname: the fullname of the staff member.
  • Staff Email: the email of the staff member, as defined in his / hers account.
  • Subject: the subject of the ticket. Please note that this field uses a non-strict approach (i.e. it doesn't search for the exact string, but rather treats the search string as a portion of the whole subject).
  • Ticket code: the ticket code. Same search principles apply as above.
  • Message: using this field, the staff member can search a part (in most cases) of the ticket message. Please note that the search is case-insensitive and checks for all the messages (from both staff member and user) in the tickets.
  • Department: the department that a ticket is bound to. In order to select multiple options, please use Ctrl or Command (for MAC OS users).
  • Status: the status of the ticket. In order to select multiple options, please use Ctrl or Command (for MAC OS users).
  • Priority: the priority of the ticket. In order to select multiple options, please use Ctrl or Command (for MAC OS users).
  • Date range: it is possible to display tickets from a certain date range. In order to select a date, please click inside the text box and a calendar option will appear. If a staff member wants to select tickets from only a certain day, he must set both From and To fields to that current date.


Please note that when a new search is made, this search will be saved in the "Tickets" section until either the user is logged out or until a new search is made.

My tickets

This section is identical to "Tickets", the only small difference is that here the staff member can see only his / hers tickets.

If you have any further question --- try to open a new ticket Wink