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Open New Ticket

To open a new ticket:

  • Click on the menu item Open a new ticket in the Help module on the left navbar

  • The system opens a blank form for the user to fill in the information about an issue being reported

  • In order to successfully open a new ticket the user has to fill the following fields:

    • The subject of the ticket - short description of the reported issue

    • Select the priority from the drop-down list - choose between high, medium and low priority (tickets of higher priority will be processed before the tickets of lower priority)

    • Write a message describing the issue - a detailed description of an issue with as much specifics as possible (to improve message clarity and effectiveness, the text can also be formatted using simple formatting tools)

  • Once you have entered all the data - press 💾 the Save button in order to submit the ticket

Add attachment

To further illustrate the issue, the user may attach one or more files to the message. Attaching files to the message is optional.

To add an attachment:

  • Hit ➕ the Choose button located below the message input field.

  • Pressing the Choose button opens a dialog box for selecting a file.

  • Files may also be added by “dragging and dropping” from the file system directly onto the form.

  • When one or more files are added to the message, their file names are shown on the screen.

  • There is the bin icon button next to each file name to remove the file from the message.

  • When the new ticket information is complete, the user may submit the ticket to COMET support by clicking on 💾 the Save button.

Guidelines

A confirmation message will notify the user if his/her ticket was successfully saved and the ticket will appear on the list of My active tickets in status OPEN 1L. At this point, you may no longer change the submitted information, but you can always add to it.

(grey lightbulb) If the user wants to add new comments to his ticket, simply type new text in the message field and click the Save button again.

Each message added to the ticket contains:

  • Information on who wrote the message

  • Exact date and time when the message was written.

  • If there were any files attached to the message, they will be listed as links (clicking on the file link will download the file to the user’s computer).

As described above, the existing information cannot be modified, but you are free to add new comments or add new attachments to an existing issue

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