Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Note

When viewing additional details for a particular ticket, the comments within the ticket will be color-coded to easily identify if the comment was entered by Armor or a member of your organization.

...

Anchor
Overview on organizations
Overview on organizations
Learn

...

About Organizations 

In the Armor Ticketing System, an organization allows you to specify when a group of users should be added to a specific support ticket, based on the subject matter of the ticket. For instance, for a billing-related ticket, you can indicate that members of the Billing organization should be notified. When a support ticket is shared with an organization, all users within the organization will receive an initial email notification; however, the individual user can manage their own notification preferences in the particular ticket.   

...

Note

You cannot create a new organization.

...

Anchor
Add or remove a user from an existing organization
Add or remove a user from an existing organization
Add or

...

Remove An User from An Existing Organization 

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click Manage Organizations or Organizations. 
  4. Select the desired organization. 
  5. To add a user, enter and select the name of the user.
    • The change will be automatically saved.
  6. To remove a user, hover over the desired user, and then click the trash icon. 

    • The user will no longer receive notifications for future tickets associated with that organization. However, if the individual user already configured to receive notifications for a particular ticket, then the user will still receive notifications for that particular ticket, even if the user has been removed from the organization. 

Anchor
Create a support ticket
Create a support ticket
Create

a support ticket

A Support Ticket

Excerpt Include
ESLP:Create a support ticket (snippet)
ESLP:Create a support ticket (snippet)
nopaneltrue

Anchor
View an existing support ticket
View an existing support ticket
View

...

An Existing Support Ticket

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click View Existing Tickets.
    1. A new tab will appear in your web browser.
    2. All of your support tickets that are stored in the new ticketing platform will display. 
    3. Filter by Status, Requester, or Request Type. 

      Info

      Click the Open AMP button provided in the top right corner of the screen, to easily return to your AMP account. A new tab will appear in your web browser.

      ColumnDescription
      Reference

      This column displays the number of the ticket.

      Summary

      This column displays a high level description of the issue.

      Service Desk

      By default, this column displays Armor Ticketing System.

      Status

      This column displays the status of the ticket.

      1. New indicates that the ticket has been created, and is waiting to be reviewed by Armor Support.
      2. Open indicates that the ticket has been reviewed, and is ready to be worked on by Armor Support.
      3. In Progress indicates that the ticket has been assigned, and is being worked on by Armor Support.
      4. Pending Customer indicates that Armor Support is awaiting information or feedback from the customer.
      5. Customer Responded indicates that the customer has provided Armor Support with the requested information by responding within the Comment area of the ticket.
      6. Completed indicates that the issue has been resolved by Armor Support.
      7. Closed indicates that the ticket has officially been closed by Armor Support.
        1. The system will auto-update the ticket to Closed after it has been in Completed status for 7 days.
        2. Once a ticket has moved to Closed status, it cannot be modified or reopened by Armor Support.
      RequesterThis column displays the name of the individual who created the ticket.
  4. Locate and select the desired ticket.
Info

You can also easily review the ticket details and status by clicking the View Request link provided within the email notifications that are generated from the ticketing system. 

Anchor
Configure notification preferences
Configure notification preferences
Configure

...

Notification Preferences

As an AMP user, there are three ways to become associated with a ticket: 

...

  1. Within the notification email received from the Armor Ticketing System, click View Request.
  2. On the Support Ticket screen, click Get notifications to subscribe to all future notifications for that particular ticket.
    • To unsubscribe from all future notifications for that particular ticket, click Don't notify me.
    • As a member of an organization, this step will not unsubscribe you from future tickets where your organization is added to the ticket. For new tickets, you will always receive an initial ticket notification. 

Add or remove yourself from a support

...

ticket

Widget Connector
urlhttps://www.youtube.com/watch?v=3467xkXgfN4

Add or remove another user from a group notification

...

Widget Connector
urlhttps://www.youtube.com/watch?v=yK2nuGb9Pdk&feature=youtu.be

Anchor
Export ticket data
Export ticket data
Export

...

Ticket Data

You can export the data for Archived Tickets and Organizations.

  1. In the Armor Management Portal (AMP), in the left-side navigation, click Tickets.
  2. Click Organizations or Archived Tickets.
  3. Below the table, click CSV.
    • You have the option to export all the data (All) or only the data that appears on the current screen (Current Set). 

...

Anchor
Troubleshooting
Troubleshooting
Troubleshoot

...

Tickets 

If you do not see any tickets in the Tickets screen, consider that:

...