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 Activity section
  • Under the Activity > 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 Creation

When 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 Activity 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.

Ticket #Displays the Rev.io generated ticket number.
StatusDisplays 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 StatusCustomizable field to add supplemental statuses or replace the Status field. This field is configurable in the Drop Down Editor in Settings.
Ticket TypeThis 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 Activity> Tickets. This field can also be used to define notifications.
ActivityThis 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 Activity > Tickets and can be configured in the Drop Down Editor under the Settings tab.
Assigned ToA 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 Activity > Tickets. Internal ticket notifications typically include the assigned user.
User GroupA 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 Activity > Tickets. Internal ticket notifications typically include the assigned user group members.
Admin CCsAnyone that is not an assigned user or group member can receive updates on a ticket by adding them to the Admin CCs field.
CustomerIf 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 CustomerThis check box allows a user to set a customer or move the ticket to another customer's account.
Bill ProfileThis field displays the bill profile associated with the customer's account if applicable.
AddressThis field displays the address of the customer if applicable.
PriorityThe 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 ContactThis 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 NameSelect from the drop down list of contacts above or key in a new contact name for a ticket.
Contact Phone NumberSelect from the drop down list of contacts above or key in a new contact number for a ticket.
Contact EmailEnter 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 LineIf 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. LinesAdd additional lines or services related to the ticket in this field. Hold the shift key to add multiple services.
Carrier ContactThis 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.
ForwardingThis 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 DateThis 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. CodeThis 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.
DispatchDrop 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.
DescriptionThis text area is where the ticket submitter can enter a description of the request or issue.
ResolutionThis text area can be used to document the resolution before a ticket is closed.
Field
Description

Additional Fields

The Additional Fields tab displays custom ticket fields. Instructions for creating custom field can be found on the Ticket Configuration Link in the Knowledgebase.

Associations

The Associations tab displays tickets from other customers that are associated to the same issue.

Line Test History

Line Test History is only available when electronic provisioning is set up through Rev.ioand the feature is supported by the carrier or provider.

Submitting for Creation

Once all desired fields are complete, click Save to create the ticket.