The Ticket Management feature allows DPS users to open, manage, and track their support requests directly from the portal interface.
DPS main features:
Create new Tickets.
Search for a specific Ticket.
Change the status of a Ticket.
Add notes and attachments to a Ticket.
Edit properties of a Ticket.
Trigger Automations on Ticket creation or update.
For more details about how to configure Tickets, you can refer to the Configuring Tickets article.
Reporting a Ticket
Partners or Organizations are also able to open a Ticket, for instance, to request support from the manufacturer.
The experience is the same as for Customer users, so you can refer to the Reporting Tickets article.
Tickets Page
The predefined page Tickets allows the DPS service users to view all the Tickets submitted by the parent entity, or for which the parent entity is entitled to be responsible.
The ticket list reports the following columns:
Code: A progressive code uniquely identifying the ticket in the DPS.
Creation Date: The date and time the ticket was created.
Title: The text that shortly describes the ticket.
Customer: The customer who has reported the ticket.
Location: The location where the machine is installed.
Machine: The machine associated with the ticket.
Priority: The priority associated with the ticket.
Status: The current ticket status (
OPEN,IN_PROGRESS,ON_HOLD,CLOSED,REJECTED).Created By: The initials of the user who has created the ticket.
Additional ticket properties are displayed between the Machine and Status columns.
By clicking on the row, the Ticket details dialog is opened.
In the tab Received, the service technician can see all the Tickets assigned to their parent entity. Instead, in the tab Submitted, the user can manage all the Tickets submitted to the OEM.
By clicking on a Ticket, a dialog will display all the information on the Ticket. The service user can change the status (e.g., OPEN ā IN PROGRESS), edit properties, and add notes or attachments, if needed.
When the status is changed to IN PROGRESS, the Ticket is automatically assigned to the current logged-in user. This also occurs if the ticket is moved back to OPEN and then again to IN_PROGRESS.
Any time the status is updated, a new entry is added to the Ticket log.
Ticket Responsible and User assignment
When a Ticket is created, it is automatically assigned to a responsible entity (Partner or Organization), generally the Service team.
To entitle a Partner or Organization as a ticket responsible, the OEM Back Office must enter the details page of the entity, and from the Service Settings tab, select the second checkbox.
When a ticket is created, the target responsible entity is searched in this order:
A Partner marked as Ticket Manager and with visibility into the submitter entity (e.g., Customer).
An Organization marked as Ticket Manager and with visibility into the submitter entity (e.g., Customer).
A parent Organization marked as Ticket Manager.
The Root Organization (OEM) is the final fallback.
Once the responsible entity is identified and associated with the Ticket, it is up to the related team to process the Ticket.
When the Ticket is updated to IN PROGRESS, it is automatically assigned to a user performing the update (e.g., the Technician).
Ticket Automations
Each time a Ticket is created or updated, all the configured automations are triggered.
For instance, you can invoke a legacy API each time a Ticket is created or updated from the DPS.