Difference between revisions of "Managing your tickets"
Your guide to pathway services
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| − | + | Administrators experiencing technical issues have the ability to manage their support request tickets within the MyExchange Hosting Controller. | |
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<ol start="3"> | <ol start="3"> | ||
<li>Search for ''"My Tickets''"''.''</li> | <li>Search for ''"My Tickets''"''.''</li> | ||
| − | Select '''My Tickets''' from the search results.</li> | + | <li>Select '''My Tickets''' from the search results.</li> |
</ol> | </ol> | ||
| − | [[File:Search my tickets exchange.png|none]] | + | [[File:Search my tickets exchange.png|none|Search my tickets exchange.png]] |
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| + | |||
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| + | <span style="color:#0000cd">Scroll down to the''' Manage Your Tickets page '''section.</span> | ||
| + | |||
| + | |||
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| + | Option 2: | ||
| + | |||
| + | #Log in to the MyExchange Hosting Controller. | ||
| + | #From the side menu, locate the '''Help '''pane and click the '''+ ''' (expand) icon to expand the pane (if the pane is not already expanded by default). | ||
| + | #Click the '''+ '''(expand) icon to expand the '''Trouble Ticket '''pane (if the pane is not already expanded by default). | ||
| + | #Click '''My Tickets'''. | ||
| + | |||
| + | |||
| + | |||
| + | [[File:My tickets sidebar exchange.png|none|My tickets sidebar exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | <span style="color:#0000cd">Scroll down to the '''Manage Your Tickets page '''section.</span> | ||
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| + | == '''<span style="color:#000000">Manage Your Tickets</span> page'''<br/> == | ||
| + | |||
| + | <br/>When you arrive at the '''Manage Your Tickets''' page you can search for tickets, view tickets, close tickets, re-open closed tickets, and delete tickets. | ||
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| + | === '''Searching for existing tickets'''<br/> === | ||
| + | |||
| + | <br/>From the '''Manage Your Tickets '''page: | ||
| + | |||
| + | |||
| + | |||
| + | #Click the expand icon (beside the search bar) to broaden your search criteria. | ||
| + | |||
| + | |||
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| + | [[File:Search ticket filter exchange.png|none|Search ticket filter exchange.png]] | ||
| + | |||
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| + | <ol start="2"> | ||
| + | <li>In the '''Ticket Number '''search field, enter the ticket number if you know it.</li> | ||
| + | <li>In the '''Subject''' field, enter the ticket subject.</li> | ||
| + | <li>From the '''Category Name''' dropdown list, select the category that the ticket falls under.</li> | ||
| + | <li>From the '''Status '''dropdown list, select the ticket status.</li> | ||
| + | </ol> | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Search for ticket exchange1.png|none|Search for ticket exchange1.png]] | ||
| + | |||
| + | |||
| + | <ol start="6"> | ||
| + | <li>Click the search icon to complete your search.</li> | ||
| + | </ol> | ||
| + | |||
| + | <br/>[[File:Complete ticket search exchange.png|none|Complete ticket search exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | === '''Viewing existing tickets'''<br/> === | ||
| + | |||
| + | <br/>To view an existing ticket choose one of the following options: | ||
| + | |||
| + | |||
| + | |||
| + | Option 1: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #From the search results, click on the ticket subject and select '''View Ticket'''. | ||
| + | |||
| + | |||
| + | |||
| + | [[File:View tickets exchange.png|none|View tickets exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | Option 2: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #Select a ticket number, and then click '''View Ticket''' (If only one ticket is present, just click '''View Ticket'''). | ||
| + | |||
| + | |||
| + | |||
| + | [[File:View tickets3 exchange.png|none|View tickets3 exchange.png]] | ||
| + | |||
| + | === '''Closing an existing ticket'''<br/> === | ||
| + | |||
| + | <br/>To close an open support ticket choose one of the following options: | ||
| + | |||
| + | |||
| + | |||
| + | Option 1: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #From the search results, click on the ticket subject and select '''Close Ticket'''. | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Close ticket1 exchange.png|none|Close ticket1 exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | Option 2: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #Select a ticket number, and then click '''Close Ticket''' (If only one ticket is present, just click '''Close Ticket'''). | ||
| + | |||
| + | |||
| + | |||
| + | === '''Re-open a closed ticket'''<br/> === | ||
| + | |||
| + | <br/>To re-open a closed support ticket choose one of the following options: | ||
| + | |||
| + | |||
| + | |||
| + | Option 1: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #From the search results, click on the ticket subject and select '''Reopen Ticket'''. | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Reopen a ticket exchange.png|none|Reopen a ticket exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | Option 2: | ||
| + | |||
| + | #Search for the ticket (see steps in above section). | ||
| + | #Select a ticket number, and then click '''Reopen Ticket''' (if only one ticket is present, just click '''Reopen Ticket'''). | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Reopen a ticket2 exchange.png|none|Reopen a ticket2 exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | === '''Deleting an existing ticket'''<br/> === | ||
| + | |||
| + | <br/>To delete an existing support ticket: | ||
| + | |||
| + | |||
| + | |||
| + | Option 1: | ||
| + | |||
| + | #Search for an existing ticket (see steps in above section). | ||
| + | #From the search results, click on the ticket subject and select '''Delete'''. | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Delete ticket exchange.png|none|Delete ticket exchange.png]] | ||
| + | |||
| + | |||
| + | |||
| + | Option 2: | ||
| + | |||
| + | #Search for the ticket (see steps in above section). | ||
| + | #Select a ticket number, and then click '''Delete''' (if only one ticket is present, just click '''Delete'''). | ||
| + | |||
| + | |||
| + | |||
| + | [[File:Delete ticket2 exchange.png|none|Delete ticket2 exchange.png]] | ||
Latest revision as of 14:39, 29 April 2014
Administrators experiencing technical issues have the ability to manage their support request tickets within the MyExchange Hosting Controller.
To manage your support tickets choose one of the following options:
Contents |
Options
Option 1:
- Log in to the MyExchange Hosting Controller.
- Locate the search bar.
- Search for "My Tickets".
- Select My Tickets from the search results.
Scroll down to the Manage Your Tickets page section.
Option 2:
- Log in to the MyExchange Hosting Controller.
- From the side menu, locate the Help pane and click the + (expand) icon to expand the pane (if the pane is not already expanded by default).
- Click the + (expand) icon to expand the Trouble Ticket pane (if the pane is not already expanded by default).
- Click My Tickets.
Scroll down to the Manage Your Tickets page section.
Manage Your Tickets page
When you arrive at the Manage Your Tickets page you can search for tickets, view tickets, close tickets, re-open closed tickets, and delete tickets.
Searching for existing tickets
From the Manage Your Tickets page:
- Click the expand icon (beside the search bar) to broaden your search criteria.
- In the Ticket Number search field, enter the ticket number if you know it.
- In the Subject field, enter the ticket subject.
- From the Category Name dropdown list, select the category that the ticket falls under.
- From the Status dropdown list, select the ticket status.
- Click the search icon to complete your search.
Viewing existing tickets
To view an existing ticket choose one of the following options:
Option 1:
- Search for an existing ticket (see steps in above section).
- From the search results, click on the ticket subject and select View Ticket.
Option 2:
- Search for an existing ticket (see steps in above section).
- Select a ticket number, and then click View Ticket (If only one ticket is present, just click View Ticket).
Closing an existing ticket
To close an open support ticket choose one of the following options:
Option 1:
- Search for an existing ticket (see steps in above section).
- From the search results, click on the ticket subject and select Close Ticket.
Option 2:
- Search for an existing ticket (see steps in above section).
- Select a ticket number, and then click Close Ticket (If only one ticket is present, just click Close Ticket).
Re-open a closed ticket
To re-open a closed support ticket choose one of the following options:
Option 1:
- Search for an existing ticket (see steps in above section).
- From the search results, click on the ticket subject and select Reopen Ticket.
Option 2:
- Search for the ticket (see steps in above section).
- Select a ticket number, and then click Reopen Ticket (if only one ticket is present, just click Reopen Ticket).
Deleting an existing ticket
To delete an existing support ticket:
Option 1:
- Search for an existing ticket (see steps in above section).
- From the search results, click on the ticket subject and select Delete.
Option 2:
- Search for the ticket (see steps in above section).
- Select a ticket number, and then click Delete (if only one ticket is present, just click Delete).
