Site Manager
Helpdesk/Ticketing

Ticketing Screen
• The Ticket Summary provides a breakdown of all tickets allocated to
the user. By default, tickets are listed in order by ticket ID. Click
column headings to sort by a different field, or to toggle
descending/ascending sort.

Site Manager - Helpdesk & Ticketing

2

Ticketing Screen
By clicking the Settings (gear) icon above the ticket summary table, you can
choose the columns to be displayed. When finished, click the X at right to hide
Settings.


3

Filtering Tickets
• The filters to the left of the
summary can be applied to
modify the displayed tickets.
These include:
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Assignee
Customer Name
Event Type
Generation Type
Location
Priority
Room Number
Site
Status


4

Saving Filters
• The currently applied filter(s) may
be saved by entering a filter name
in the box above the filter
menu, and then clicking the Save
button.

• Filters are listed at the bottom of
the menu under Saved Filters.


5

Creating a New Ticket – Site/Technician
• New tickets can be created by
clicking
at the top of the
Ticketing dashboard.
• Enter the following information:
– Site/Technician Details
• Site Name – Choose the site that
the ticket is for
• Location - Choose the location
where the issue is reported
• Room Number – Enter a room
number if desired
• Select a Group - Choose one or
more Site Manager groups that
have access to the site
• User(s) Assigned To Ticket Choose the user or users who will
handle the ticket

6

Creating a New Ticket – Ticket Details
– Ticket Details
• Customer Name – Enter the
customer name
• Customer Email – Enter the
customer’s email address
• Customer Windows Login – Enter
the customer’s Windows login name
• Priority Level – Choose the priority:
High, Medium or Low
• Event Type – You can choose from
the predefined event types or create
your own
• Summary – Enter the detail of the
issue
• Estimated Completion Date –
Click the calendar icon to choose
the date
• Asset Name – Enter the name of
the system the issue relates to. You
can also check Show All Systems
and choose the asset name from
the Associated Assets list
• IP Address – Enter the IP address
of the system or you can leave
blank


7

Editing a Ticket
• To edit an existing ticket, click the ticket you wish to edit. This will
display the Add/Edit Ticket interface, which includes some features
that are not available in the Create New Ticket interface.
• When entering a comment, you can make it public by clicking the
check box. For example, if you are commenting on a Self Service
ticket, and you want the reporting user to be able to see your
comment, you’ll want to make the comment public.


8

Ticket Dashboard
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The ticket dashboard can be
accessed by clicking the
Widgets can be added by clicking
Alternatively widgets can be
removed by hovering over the
widget and clicking on the upper
right corner of the widget
To view a widget in a larger view
click on the desired widget. It will
then appear at the top of the
screen.
To change the date to view ticket
stats for simply choose a start and
end date at the top of the screen.
The results can also be exported
to a PDF by pressing


9

Auto Ticketing
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Auto ticketing is where events sent up from the System Area Manager
are automatically created in a ticket
Under Manage Sites click the Edit button
Check off the Groups that have access to this Site
To set up Auto Ticketing click on each of the Event Types and choose
the Group and User in the group that the tickets should be assigned to


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Transaction Details
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The history of the Recent Transactions that affect your User and Group
will be presented on the Site Summary screen.
The time frame for these transactions is controlled by the drop down
menu that controls the event time frame


11

Setting up Ticketing Rules for a Site
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To access ticketing rules click on
Manage Sites on the drop down
menu bar.
This will bring up a list of your sites
being managed by Site Manager
This will pull up the site
information. Switch over to the
configuration tab


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Setting up Ticketing Rules for a Site
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On the Configuration tab, you can choose which groups have access to
this site by clicking the check boxes next to the group names.
You can also select which events will be automatically ticketed for that site


13

Adding Rules to a Site
• To add rules to a site, click the add rule button at the bottom of the
configuration page
• Here you can define a Ticketing Rule so that a specified user is
automatically assigned all tickets of a particular event type or types
for selected locations.
• Once you have finished, click Submit Changes.


14

Self Service Ticketing
•

Users can report their own problems with Self Service Ticketing. A wizard guides the
user through a simple reporting process, and a ticket is opened in the ticketing
system. To begin the process, the user browses to the Site Manager’s Self Service
Ticketing page:
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Optionally, the URL can also include the site name:
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http://192.168.100.151/selfservice.aspx
http://192.168.100.151/selfservice.aspx/New Springfield

To report an issue, click Create New Ticket. If the site name has been included in the
URL, it will already be selected. Otherwise, the user is prompted to enter the site
name along with the location.


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Creating a Self Service Ticket
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After clicking Create New Ticket
the user will be brought to a new
page
This prompts the user to choose
the name of their site and their
location within that site
The type of issue
(hardware, software, other) and
the computer and application can
be specified. A filter can be set to
show computers at the specified
location or room number, or for the
logged-in user, or by entering an
asset tag number.


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If the administrator has configured
this option in the Administration
section, a checklist can be
displayed based on the type of
problem reported. The user’s
responses are recorded as part of
the ticket

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The user is then prompted for
name, email address, and a
description of the problem


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Attachments such as documents
or screenshot images can be
uploaded for the technician to
review

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An issue summary appears
allowing the user to confirm the
ticket details prior to submittal


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Viewing Tickets
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Once the user submits the issue, a new ticket will be generated.
Previously created tickets are listed on the first page of the Self Service
Ticketing portal

•

Administrators may wish to give users a URL that skips the first page and
brings them directly to creating a new ticket:
– http://192.168.100.151/selfservice.aspx?reportproblem=true

•

When technicians edit tickets in the regular Ticketing interface, they can
enter comments that can be seen by users through the Self Service
Ticketing portal. Users can also enter comments that can be seen by
technicians. Click the ticket to display a popup window where comments
can be viewed and entered.


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Adding a Comment
• When technicians edit tickets in the regular Ticketing interface, they
can enter comments that can be seen by users through the Self
Service Ticketing portal. Users can also enter comments that can be
seen by technicians. Click the ticket to display a popup window
where comments can be viewed and entered.


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Self Service Users
• By default, all users are allowed to access the Self Service Ticketing
portal. To restrict this feature based on Active Directory groups, click
the Allow only the following… radio button. Highlight groups to be
moved, then use the arrow buttons to move them from the Blocked
list to the Allowed list, or vice versa.
• Any user belonging to an Allowed group is allowed, even if the user
also belongs to a Blocked group.


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Administration - Ticketing & Events
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The Ticketing & Events tab has 6 categories of configuration for tickets:
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Event Types
Attachments
Parent/Child Options
Self Service Options
Ticket Reassignment
Ticket Templates

Each one can be clicked and then expanded.


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Event Types
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Here you can edit or remove existing event types that are used when
creating tickets.
You can also create new event types by clicking the Create New button


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Attachments
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Choose whether you want to give Self Service users the ability to upload
attachments when editing tickets
Define the maximum number of attachments that can be associated with a
ticket
Define the maximum file size


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Parent/Child Options
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The default (Cascade None) disables parent/child options. To enable them, click the Cascade
radio button, and select other options:
Automatically resolve children: When a parent ticket is resolved, so are any child tickets
associated with it.
Automatically reactivate children: When a parent ticket is reactivated, so are any child tickets
associated with it.
Automatically reassign children: Reassigning a parent ticket also reassigns any of its child
tickets.
Automatically populate children: Values from a parent ticket are populated in child tickets.
When this radio button is clicked, you may select from the following fields:
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Site
Group
Priority Level
Location
Assigned To
Event Type
Room Number
Asset Information
Customer Information

Use the Ticketing interface to associate tickets as parent/child.


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Self Service Options
•

In Self Service Options you can allow users of the Self Service Portal to select
retired assets, or keep the default of active assets only. You can also specify a default
asset filter to choose which assets will be displayed in the menu. The Self Service
Checklist menu lets you configure a checklist to be provided to users of the Self
Service Ticketing portal based on the type of problem reported.


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Creating a Checklist
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For a given event, the checklist will display a question, suggestion, or other
text that you enter (the Item), along with a textbox, checkbox, or yes/no
interface to capture the user’s response (the Response Input Type).
Here is an example of a checklist that will be displayed to a Self Service
Ticketing user when a printer event is reported.
The user’s responses will be added to the ticket to be viewed by technicians.


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Ticket Reassignment
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Ticket reassignment gives you the ability to assign all of one user’s tickets
to another user.


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Ticket Templates
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Use the Ticket Templates
interface to define child
tickets that are automatically
created for a new ticket that
uses a particular event type
In this example, creating a
new ticket with New Office
Employee Event will spawn
three child tickets, with
priorities and summaries as
defined here
Child tickets can be
populated with information
entered in the parent ticket
as configured in
Parent/Child options


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Ticketing Reports
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To view ticketing reports, select Reports from the drop down menu
Then click Ticketing Class Reports and then Ticketing Summary Report in
the Reports Tree


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Ticketing Reports
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This will bring up a report of the Summary of current tickets


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Adding Columns to the Report
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To add columns to the report. Expand the fields section of the Reports tree
and drag the desired field over to the to the report

•

To save the report, enter the report name and click save as


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