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  1. In the Armor Management Portal (AMP), in the left-side navigation, click Support
  2. Click Tickets
  3. Click View Archived Tickets or Archived Tickets
  4. Search for your desired ticket, or locate your ticket within the list
ColumnDescription
Subject

This column displays the subject of the archived ticket.

  • Click the subject to view additional details for a particular ticket.

Status

By default, most archived tickets will display as Resolved.

Some archived tickets will display as Open or Attention until Armor Support can properly close the ticket in the previous ticketing system.

Ticket #This column displays the number associated with the archived ticket.
DateThis column displays the date the archived ticket was resolved in the archived screen.
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.

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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

The Admin role in AMP and the Administrative organization in Tickets are two separate concepts. Admins in AMP do not have access to every ticket, nor do users in the Administrative organization have access to every ticket. As a member of the Administrative organization, you will not receive any additional admin privileges for Tickets; you will simply receive notifications for tickets where the Administrative organization was added.

By default, there are four organizations available in the Armor Management Portal (AMP):

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Create a support ticket
Create a support ticket
Create a support ticket

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  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.

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  • A ticket was never created in this account.
  • You do not have permission to view a ticket.
    • You must have the Read Ticket(s), Read Ticket Group(s), and Write Ticket Group(s) permissions enabled to view and create tickets. Contact your account administrator to enable this permission. To learn how to update your permissions, see see Roles and Permissions (Armor Complete) or Roles and Permissions (Armor Anywhere).

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Chat with Armor
Chat with Armor
Chat with Armor

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Call Armor
Call Armor
Call Armor

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