The Ticket Management feature allows DPS customer users to open and track their support requests directly from the portal interface.
DPS main features:
Create new Tickets.
Search for a specific Ticket.
Add notes and attachments to a Ticket.
For more details about how to configure Tickets, you can refer to the Configuring Tickets article.
Opening a Ticket
When an issue occurs, customer users can open a Ticket directly within the machine/product page by clicking on the top-right ticket icon.
A dialog will propose the list of Tickets associated with the current product/machine.
By pressing the Add Ticket button, a new Ticket can be created.
The Ticket creation dialog prompts the user to enter:
Type: Select a Ticket Type (e.g., Support) among the configured types.
Title: A short text describing the problem.
Notes: More details on the problem.
Pressing Confirm creates a new Ticket.
You can integrate Ticket information by clicking on the newly created Ticket row.
A dialog will allow the user to add notes or upload a media file (e.g., a picture).
In the alternative to the Tickets shortcut icon, the DPS customer user can leverage the Tickets Page.
But in this case, as the page is general, and when creating a new Ticket, the product/machine (Thing) must be explicitly selected.
Once a Ticket is created, it is transferred to the Service department, which will take charge of it. For more details, refer to the Ticket Management article.
Tickets Page
The predefined page Tickets allows the DPS customer users to view all the submitted Tickets.
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.
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 the Add Ticket button, a thing must be selected before creating a new Ticket through the dedicated dialog.
By clicking on the row, the Ticket details dialog is opened.
Ticket Context
By default, the created Ticket is associated with the machine/product (thing).
Optionally, to provide more context for the Service team about the issue, the Ticket can be bound to an Event (Failure or an Anomaly).
The event association can be done in two different ways:
Directly from the Event details page, in the same ways as for a Thing, the ticket icon allows the creation of a new Ticket starting from the event.
From the Ticket details, an input allows the user to select a specific event.
Clicking the Select related Event opens a dialog where the user can select an event by choosing it from the Active or Historical event list.
Once selected, the Ticket title is filled with the event title.
Notes and Attachments
From the Ticket details, the DPS user can add Notes and Attachments (images, documents), which are organized in a chat-like list of logs.
The text area can be used to enter a text note.
Instead, the Upload media button allows the user to select a local resource and upload it as a ticket attachment.
Notes and attachments are saved along with the user who enters them.
In this way, both end-users and technicians can better understand the provide informations.