Changes between Version 6 and Version 7 of how_to_use_support_system


Ignore:
Timestamp:
Sep 8, 2009, 9:57:37 AM (10 years ago)
Author:
Jamie McClelland
Comment:

--

Legend:

Unmodified
Added
Removed
Modified
  • how_to_use_support_system

    v6 v7  
    22== Logging In ==
    33
    4 The first step to using the system is to login by clicking the Login link at the top right of the screen. If you cannot login, you can still post a ticket, but you must indicate your email address on the ticket.
     4The first step to using the system is to login by clicking the Login link at the top right of the screen. If you cannot login, you can still post a ticket, but you must indicate your email address on the ticket so that you will be notified when we respond.
    55
    6 IMPORTANT: once you login, be sure to click the Settings link and enter your email address. You only have to do this once. Then - when a change is made to the ticket, you will get notified by email of that change.
     6IMPORTANT: once you login, be sure to click the Preferences link and enter your email address. You only have to do this once. Then - when a change is made to the ticket, you will get notified by email of that change.
    77
    88== Creating  new ticket ==
     
    2323  we consider most member requests to be urgent - meaning we will address is within 2 - 4 hours during regular business hours and typically within 12 hours during off hours. Feel free to set the priority as you see fit. We may change the priority either up or down depending on our assessment of the issue
    2424 Component::
    25   at the moment, we only have Tech, Outreach, and Membership/Dues (see #148) - depending on the nature of the ticket. We will be adding more components in the future.
     25  at the moment, we only have Tech, Outreach, and Membership/Dues - depending on the nature of the ticket.
    2626 Keywords::
    27   feel free to add key words better describing your issue. By adding key words, you will make it easier for others facing the same issue to find your ticket and see the discussion and resolution of it.
     27  feel free to add key words better describing your issue. Separate multiple key words with a space. By adding key words, you will make it easier for others facing the same issue to find your ticket and see the discussion and resolution of it. If you want to keep track of all tickets for your web site, feel free to add your domain name in the keywords field.
    2828 CC::
    29   if you would like someone besides yourself to receive updates on the ticket, enter their email address in the cc field.
     29  if you would like someone besides yourself to receive updates on the ticket, enter their email address in the cc field. Alternatively, you can use a login name (e.g. https://id.mayfirst.org/jamie) - however, the person who owns that login must have their preferences properly configured with their email address for them to be notified.
    3030 Assign to::
    31   this field is used internally to assign a ticket to a staff person or volunteer.
     31  this field is used internally to assign a ticket to a staff person or volunteer. However, if you know who you want to assign the ticket ticket to, you can enter their email address or login name.
     32
     33== Editing a ticket ==
     34
     35Once you post a ticket description or a comment, you cannot edit that description or comment. You can, however, post corrections as comments and you can change the status, assignment, keywords and every other attributes of the ticket.
     36
     37If you do not see a comment form or you are not able to edit the attributes of the ticket - ensure that you are logged in. Only logged in users are allowed to edit tickets.
     38
     39== Finding a ticket ==
     40
     41If you login before posting a ticket - you will be able to easily see a list of tickets that you have posted by clicking on the [/query view tickets link].
     42
     43Alternatively, you can conduct a search by any field in the system using the same [/query query form]. For example, here's a [/query?status=assigned&status=new&status=reopened&order=priority&keywords=%7Emayfirst.org&col=id&col=summary&col=owner&col=type&col=status&col=priority&col=component list of all open tickets with mayfirst.org in the keywords field].
     44
     45== Closing a ticket ==
     46
     47If logged in, you have the ability to change the ticket status to fixed. Please use this ability! If you believe the ticket has been resolved, please close it by changing the status to fixed.
    3248
    3349== More than a ticket system ==