Ticketing Template

Ticket Creation

-Create New Ticket > Select Category

System Access Request: For Account / Email / MS365 Access.

Support Request: For Minor support assistance such as basic troubleshooting, desktop support, printer assistance, network assistance etc.

Internet Subscription: For Tenants. (Residential and Commercial)

IT Recommendations: For replacement of defective units after thorough checking. (Specifying the history of the defective units. Ticket Number will also reflect on the recommendation for the reference.)

Projects: For future projects, Commercial office setup, Preventive Maintenance, Inventory and Office relocation.

CCTV Request: CCTV checking and CCTV Preventive Maintenance.

Priority:

*Low – Support Request

*Medium – System Access Request & IT Recommendation

*High – Projects & CCTV Request

*Critical – Internet Subscription

Status:

*New – Newly Created Ticket

*In Progress – Assign to in progress when the task is still not done. (You can turnover to other user if you can’t handle the task)

*Replied – After submitting a reply to the task. (Automatic changing of status)

*Waiting Reply – Once accomplished, assign to this status and turnover to Alvin for verification of task.

*On Hold – Assign to this status if incomplete.

*Resolved – Ticket is done.

Ticket Entry:

Name: (End User)

Email: (End User Email Address)

Subject: (What kind of Assistance)

Message: (Task to do)

**Uncheck the send email notification to the  customer

**Assign the ticket to the one who will handle the ticket then submit ticket