This page is maintained for older versions of KronoDesk only. The latest documentation can be found at: https://kronodoc.inflectra.com

SpiraTest User Manual Help Viewer


1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
Legal Notices
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1. Introduction
2. Functionality Overview
3. Home Page
4. Knowledge Base
5. Forums
6. Help Desk
7. User Profile
8. Reports
Legal Notices

6.2. Create New Ticket

If you click on the hyperlink to “Open Ticket”, the system will display the new help desk ticket entry page:

This page displays the following information:

  • Opener – When a customer support agent opens a ticket, they are opening it on behalf of a customer (for instance during a phone call). You can type a name, email address, or organization name into this field to get a list of possible matches. When a customer opens a ticket they do not see this field.
  • Product – Each ticket has to be assigned to a specific product, which can be selected from the dropdown list
  • Subject/Description – This section of the page allows you to enter the subject and long description of the customer’s support issue. The long description allows formatted text and can include lists, tables and hyperlinks.
  • Ticket Fields – This section displays all the fields that need to be filled out when submitting the ticket. The fields that are required are displayed in bold type with an asterisk(*) next to the field name. When you change the product name field that may change the workflow associated with the ticket. If that happens, you will see some of the fields change.This is normal and allows the administrator to tailor the fields required to the type of product (e.g. a web application may need you to enter the browser type, whereas a mobile application would need to know the cellphone network)
  • Attachments – This section is described in more detail below in section 6.2.1.

Please note that when a customer is creating a ticket, KronoDesk will dynamically search the knowledge base to see if there are any articles that could answer their question, based on what they enter as the ticket’s subject: