Create a Ticket
Tickets can be created in Rev.io several different ways:
- Tickets can be created in Rev.io on the customer account page by pressing the Ticket button or clicking the Add Ticket link in the Ticket's tab of the Services and Workflow section
- Under the Workflow > Tickets option, there is a Create Ticket button
- Customers or end-users can submit a ticket through the billcenter.net portal
- Agents can create tickets in the agentclick.com portal
- Tickets can be created via email when configured for Rev.io
Rev.io Ticket CreationWhen creating a ticket at the customer level, locate the customer's account first in Rev.io and then click the Ticket button. This will open up the ticket form. There is also a ticket link in the Services and Workflow section of the customer account on the Ticket tab. Either of these creation points will open the ticket form. The following ticket fields are available for submitting a ticket. Some of these fields are configurable and may or may not display in the user interface due to those settings. In addition, some fields are required and that is noted below.
Here is a screen capture showing the above fields.
|Ticket #||Displays the Rev.io generated ticket number.|
|Status||Displays the status of the ticket. These options in this field are not configurable. The options are Open, Inwork, Closed, Pending Cancellation and Canceled. This field cannot be hidden. Required and set to Open by default.|
|Custom Status||Customizable field to add supplemental statuses or replace the Status field. This field is configurable in the Drop Down Editor in Settings.|
|Ticket Type||This field is used to better define tickets. It allows each Rev.io client to create a custom list of ticket categories. This field is configurable in the Drop Down Editor in Settings. The field can be required through permissions. It is a filter under Workflow > Tickets. This field can also be used to define notifications.|
|Workflow||This field is not configured by default and will not show in the UI unless configured. This field can be used to better define a tickets status or workgroup. It is a filter under Workflow > Tickets and can be configured in the Drop Down Editor under the Settings tab.|
|Assigned To||A list of users that can receive ticket assignment will display here. The list must be built under Settings > User Groups. This field is a filter under Workflow > Tickets. Internal ticket notifications typically include the assigned user.|
|User Group||A ticket can be assigned to a group of users. This field will display the groups that are configured under Settings > User Groups. This field is a filter under Workflow > Tickets. Internal ticket notifications typically include the assigned user group members.|
|Admin CCs||Anyone that is not an assigned user or group member can receive updates on a ticket by adding them to the Admin CCs field.|
|Customer||If opening a ticket on the customer account or if a match is found through an email ticket, this field shows a link to the customer account. If the ticket is opened from the Workflow view or no match is made with an email generated ticket, this field can be blank.|
|Reassign Customer||This check box allows a user to set a customer or move the ticket to another customer's account.|
|Bill Profile||This field displays the bill profile associated with the customer's account if applicable.|
|Address||This field displays the address of the customer if applicable.|
|Priority||The priority field is required. Priority selections are not customizable. The options are Low, Medium, High and Critical. This field is required and is a filter on the Workflow > Ticket screen.|
|Customer Contact||This field will display all existing contacts from the customer's contact tab for selection. If an option is selected from this drop down the following fields will populate.|
|Contact Name||Select from the drop down list of contacts above or key in a new contact name for a ticket.|
|Contact Phone Number||Select from the drop down list of contacts above or key in a new contact number for a ticket.|
|Contact Email||Enter an email address to receive notifications specific to this ticket. The email addresses on the customer profile will also receive notifications about the ticket.|
|Primary Line||If a ticket is for a specific service, select that service from this list. Once a primary line is selected a user can add other services using the field below. A ticket can be created for a disconnected service but it cannot be the primary.|
|Addl. Lines||Add additional lines or services related to the ticket in this field. Hold the shift key to add multiple services.|
|Carrier Contact||This field can house contact information for all the third party carriers or providers that may be related to the ticket. Selecting an option from this drop down field will display phone numbers, email addresses or websites so that the user knows how to contact the provider. This field is configured under Settings > Carrier Contact Editor.|
|Carrier Ticket #||This field is a text field used for storing a third party carrier's or providers ticket number. This field is optional but cannot be removed from the form.|
|Forwarding||This field is a text field used for storing a forwarding number for the customer. This field is optional but cannot be removed from the form.|
|Due Date||This field is a text field used for storing a requested due date for resolving the inquiry. This field is optional but cannot be removed from the form.|
|Disp. Code||This field is a text field for storing a disposition code. These codes may be internal or they may be from a third party provider. This field is optional but cannot be removed from the form.|
|Dispatch||Drop down field use to specify if a dispatch is for Inside, Outside or Inside Wire work. The field is optional but cannot be hidden from the user interface.|
|Dispatch (2)||Customizable field commonly used to specify location of a dispatch Examples that some client use are like central office, customer site or co-lo. The field is optional but cannot be hidden from the user interface.|
|Description||This text area is where the ticket submitter can enter a description of the request or issue.|
|Resolution||This text area can be used to document the resolution before a ticket is closed.|
Additional FieldsThe Additional Fields tab displays custom ticket fields. Instructions for creating custom field can be found on the Ticket Configuration Link in the Knowledgebase.
AssociationsThe Associations tab displays tickets from other customers that are associated to the same issue.
Line Test HistoryLine Test History is only available when electronic provisioning is set up through Rev.io and the feature is supported by the carrier or provider.
Submitting for CreationOnce all desired fields are complete, click Save to create the ticket.