On this page, you can add, edit, and delete Ticket Types as well as customize which Ticket Types specific User Classes have access to. You can also auto-assign tickets, set the number of days to resolve, and temporarily deactivate some Ticket Types.
To get started, navigate to Manage > Administration > Helpdesk > Ticket Types.
From this page, you may Add, Edit and Delete Helpdesk ticket Types, as well as Set up Auto Assign for certain Ticket Types.
Adding a New Helpdesk Ticket Type
To add a new Helpdesk Ticket Type, click the Add a New Type button on the upper right (and lower right) corner of the page. A dialog page will open:
Add the Name of the ticket. Optionally, you may also set the following items:
- Days to Resolve - Helpdesk Tickets can be set up with a due date for the person that the ticket is assigned to. When a number of days to resolve is entered, IRIS will email the assigned user a list of tickets on the morning before the tickets are due. IRIS will also email users a list of tickets that are past due until the ticket has been closed.
- Permissions - You can set the User Class(es) that may have access to create and view tickets of this ticket type.
- Auto Assign User (every time) - You can enter the names of users that should always be assigned when a ticket of this ticket type is opened.
- Auto Assign User (round-robin) - You can enter a list of users that should be assigned in a round-robin fashion when a ticket of this ticket type is opened.
Editing Helpdesk Ticket Types
To edit a Helpdesk Ticket Type, click the Edit button in the Action columns for the specific Ticket Type you would like to edit. A dialog will open.
From the Edit Type dialog, you may change the Name, the Days to Resolve, and the user class Permissions. You can also change the status of the ticket from Active to Deactivated.
If you need to set up or change the Auto Assign users for an existing Ticket Type, click the Auto Assign button and add or delete your preferred users.