Trouble tickets

This panel displays a list of requests (trouble tickets) submitted to the RT system for this customer. You can filter the list by criteria such as subject or status, open tickets in the external RT system to view their details, and submit new tickets on behalf of the customer.

Specify one or more search criteria and click Search. If you want to stop the search, press “Esc” on the keyboard.

Click Default filters to reset the search criteria to their initial values.

Search for the tickets by their number.

Filter the tickets by their subject.

Filter the tickets by their priority, e.g., “Low (20)”.

Filter the tickets by their status, such as “Open”.

Filter the tickets by the date they were created in the RT ticketing system. Click Calendar to select the date or type it in the format YYYY-MM-DD (2023-03-19). To clear the selected date, click Cancel .

Filter the tickets by the date they were last updated in the RT ticketing system. Click Calendar to select the date or type it in the format YYYY-MM-DD (2023-03-19). To clear the selected date, click Cancel .

Each ticket in the list consists of:

The ticket number.

The priority of the ticket, e.g., “Low (20)”.

The subject of the ticket which is also the link to the corresponding ticket in the RT ticketing system.

The status of the ticket, e.g., “Open”.

The date when the ticket is created in the RT ticketing system.

The date when the ticket was last updated in the RT ticketing system.

The customer’s name.

To create a new request (ticket) on behalf of the customer, click Create ticket on the toolbar.

You will be redirected to the Request Tracking system, where you need to fill in the following fields:

• Cc – specify the email address that should receive a copy of the request.
• Subject – specify the subject of the request.
• Attach – attach files (screenshots, logs, etc.) by clicking Drop files here or click to attach.
• Describe the issue below – specify a description of the issue that needs attention.

  

Click Create ticket.

• Change table settings – click Settings in the title bar to customize columns and change row style.
• Re-order the columns – drag-and-drop the column headers right or left to place the columns in the order you want.
• Re-order the rows – click Arrow (or ) next to the column header to re-sort the rows. The list panel displays results in chronological order. You can re-sort them in the reverse order.
• Change the default number of results globally – use the Rows per page dropdown list in the lower-right corner to adjust the maximum number of rows that appear on the panel. By default, the panel displays 25 rows. Once the number is changed, it's automatically saved, so the same number of rows is shown for PortaBilling entities, e.g., customer, account, reseller, etc.