Ticketing

Ticketing

Ticketing


This User Guide will explain the process and what is required to set up ticketing and manage ticketing once an issue has been reported, you will need to complete the following steps:
    1. Set Up Ticketing
    2. Managing Tickets




Terms

The following terms will be used throughout this User Guide. 
Triage: Triage is used to route the ticket to the appropriate party. 
Route: A route is assigned to a specific user. A route provides the assigned users with an email notification when an issue is reported. 
Ticket Status: Tickets can have the following status’ associated with them:
      A. New: An issue has been reported and not yet been viewed. 
      B. Open: An issue has been reported and viewed, but not yet been actioned
      C. New Message: A response has been added to the ticket
      D. Resolved: The issue has been actioned and marked as resolved. Resolved tickets can be closed. 
      E. Closed: The ticket has been closed. 


Ticket Triage and Routing

Ticket Triage & Routing is the ability to:
      - Identify possible issues
      - Ask specific questions related to the issues
      - Route the ticket notification to a specific user based on the answers to the identified issue












1. Set Up Ticketing

Ticketing is a way that a store can report any issues that are affecting their compliance.
Triage is used to route the ticket to the appropriate party.

Assign Triage To POP & Devices

Ticketing is set up for monitoring specific issues identified by HQ that stores have the ability to report on. For example POP or Devices. 

Your default triage is automatically linked to all your POP and Device as they are created. In order to see this please:
From your home screen —> 1. Click on    —> 2. Click on Setting —> 3. Click on POP Spec —> 4. You will see the Default Triage


To create POP Specs, please refer to the Hotlink User Guide





Routing & Triage

Ticket Routing:
By default, all tickets will be routed to the default route and assigned to the default user - System User.
Ticket Triage:
By default, all tickets will be routed using the Default Triage.


Assign Routes

To change who issues are routed to or add additional routes: 
From your home screen 1. Click on Tickets —> 2. Click on   —> 3. Click on Triage Routing —> 4. Click on Route you would like to edit —> 5. Select desired user from the drop down —> 6. Click on Update


Reasons for Issue: Add Answers

To add or delete the available “reasons for issue” options that will be available to the store to choose from: 

From your home screen 1. Click on Tickets —> 2. Click on  —> 3. Click on Triage—> 4. Click on Default Triage —> 5. Click on   to add additional reasons —> 6. Click on  to remove reasons —> 7. Click on Save






2. Managing Tickets

Ticketing Homepage

1. Filter Issues: You can filter tickets on your home page by; Users, Ticket Type and Ticket Status

2. Search: You can search tickets by Keyword

    Icon Opens Ticketing Folders. For Folder set up, see the Appendix Page XX
    Icon allows you to mass manipulate tickets. For instructions, see the Appendix Page XX
    Icon provides you access to Ticketing Settings. 




Ticket Overview

A.  Ticket Number: This is the number assigned to the ticket when the store reports an issues
B.  Assigned To: If the ticket has been assigned to a specific user, the user will be displayed here. 
C.  Created By: Displays the store who reported the issue. You can click on the store name and you will be redirected to the stores homepage.
D.  Channel Org: This is an internal ID (ususally coming from SAP) and is displayed if available. 
E.  RMS ID: The system generated ID when a new location is created. You can click on the RMS ID and you will be redirected to the stores homepage.
F.   Status Dates: These dates tell you when the ticket was created, updated, resolved and closed. 
G.  Actions: This will display the next available action for the ticket. The two possibilities are “resolve” and “reopen”. Anyone who has been involved with the ticket will receive an email notification when an action is executed. 
H.  Ticket Status: This will display the status of the ticket. 
I.  Close Ticket: As a store or an admin user, you have the option to close a ticket. Anyone who has been involved with the ticket will receive an email notification that the ticket has been closed. 
J.  Fixture Details: The name, zone, priority and language of the fixture is displayed. 
K.  Rendering: You will see the fixture rendering with the planogram details. 







Ticket Overview Con’t

A. Element Details: Here you will see: The element title, the SKU, the Campaign that the element belongs to and the element status. 

B. User Response: In this section you will see the following details:
   1. The comments that a user enters when they report the issue. 
   2. The triage answers that a user selects when they report the issue.
   3. Any communications on the ticket. This includes responses from users.
   4. Any actions related to the ticket, ie: ticket closed. 

C. Select Folders: Clicking on this will display the available folders in a drop down. You can check off the available options to have this ticket added to those folder. 
D. Assigned To: Clicking on this will display the available users in a drop down that you can assign this ticket to. Note: To reassign a ticket you first need to enter a response in the “Respond to Issue” box. 
E. Respond to this Issue: In this box you can add a text response to the ticket. Anyone who has been involved with the ticket will receive an email notification that a response has been added to the ticket. 

F. Attach a File: Here you can attach a file to be added to the ticket. Anyone who has been involved with the ticket will receive an email notification that a file has been attached to the ticket. 




Custom Triage

A targeted triage workflow that is set up in the system that allows a user to work through additional questions before submitting a ticket. Custom triages are made up of one or a combination of the following: Single Choice Questions, Multiple Choice Questions or Instructions. 



1. Custom Triage - Single Choice

Single Choice
A single choice Triage question allows an Admin user to set up questions based on the following criteria:
      - Question
- Question that the user submitting the ticket will be asked to respond to. 

- Description of the question 
- The option to add in a brief description to the question that is being asked. This can include additional context                   to explain the question being asked. 

- Answer options
- Single or multiple answers can be added for each question. Each answer option has the ability to take the user                     to the same or a different question in the triage. The next question the user is directed to in the triage is                   identified in the “Go To” column. 

- Routing options
- Routing can be assigned on a per answer basis, meaning that you can assign a different route to each answer,                   sending out multiple email communications. 
- Routing should not be selected for any answers that direct a user to another question - This would cause                   multiple email notifications to be sent to users for the same issue being reported. 
- Routing should be set for the last question in the triage.




Answers that have been assigned a “go to” number will take the user to the corresponding question.

Note: All of these answers lead to another questions, therefore the routing has not yet been identified. 




Answers that have not been assigned a “go to” number will take the user to the end of the triage.

Routing should be selected for answer options when it is the last question. An email notification will be sent to the user assigned to the selected route. 





2. Custom Triage - Multiple Choice

Multiple Choice
A Multiple Choice Triage question allows an Admin user to set up questions based on the following criteria:
      - Question
            - Question that the user submitting the ticket will be asked to respond to. 

      - Description of the question 
            - The option to add in a brief description to the question that is being asked. This can include additional context to             explain the question being asked. 

      - Answer options
            - Single or multiple answers can be added for each question. Regardless of the answer chosen by the user, each             answer option will take the user to the same question in the triage. The next question is identified in the “Go To”             column. 
            - The user submitting the ticket has the ability to select multiple responses to the question.

      - Routing options
            - You have the ability to chose a specific route that will be used regardless of answer chosen, this will send an                       email notification to the users who are identified for the selected route.
            - Routing should not be selected for any answers that direct a user to another question - This would cause multiple             email notifications to be sent to users for the same issue being reported. 
            - Routing should be set for the last question in the triage.



     
      If a “go to” number has been assigned, regardless of the       answer chosen, it will take the user to the corresponding       question.
      Note: All of these answers lead to another questions,       therefore the routing has not yet been identified. 



      If a “go to” number has not been assigned, will take the       user to the end of the triage.
      A Routing should be selected for answer options when it       is the last question. An email notification will be sent to       the user assigned to the selected route. 





Custom Triage - Instructions

Instructions
Instructions can be aded as a last step in a triage workflow when a ticket does not need to be added to the system. Instructions do not have a “go to” number or “routing” assigned to them. 




      The instruction is the end point of the triage workflow       and will not create a ticket in RMS. 

      Note: Routing is not identified for an answer that leads to       instructions.