Managing Request

This section describes how a provider can create a ticket in the Request console and how the super admin can view and manage the existing tickets.

To manage a request,

  1. In the left navigation bar, click Requests.
  2. It navigates you to the Support screen.
    Figure 1. Managing Requests
  3. The screen is divided into two sections:
    • Support Ticket- Create new support tickets.
    • Announcement - Lists the existing notifications.
  4. The screen also includes the button that lists all the tickets that are closed and the button to generate a new ticket.
  5. Listed below are the details of the columns of Support section, as displayed in the figure – Managing Requests.
    • Number: A unique identifier of a ticket created for support in BigFix AEX’s global admin console. It starts with the prefix INC.
    • Subject: Brief detail about the ticket.
    • Type: Information about the ticket created for support.
    • Severity: The severity of the issue on the scale of 1 to 4, 4 being the highest.
    • Status: Status of the current action on the support ticket.
    • Updated: The days from the last update on the ticket.
    • Action: Option to view or edit the existing tickets.