Active Support Tickets

Select Helpdesk > Active Tickets to display all the current active support tickets logged by users on your system.

The Department Filter section allows you to choose just the tickets that have been assigned to a given department. Select the relevant department from the drop-down list, then select Go.

You can filter by the departments that already have at least one support ticket assigned.

Select the link in Title to display the Support Ticket page, where you can view all the details regarding the fault, information about the asset, change the department the ticket is assigned to, assign the ticket to one or more Users on your system, and send a response to the person who emailed the original fault (also copy the response to others by entering their email address in Also forward response to:).

Select Close to remove the Support Ticket from your Active Support Ticket table and save it in Closed Tickets, which can be accessed from Closed Tickets > Helpdesk.

When you assign a ticket to a User or Users, an email is automatically generated and sent to the people to which the ticket has been assigned. The email provides the name of the ticket, the name of the person who raised it, and the name of the person who has assigned it.

If you need further support using the system, email districtmanager@irisglobal.com to contact our Support Team.