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Some tips on using the support ticketing system
Author: ISC Support Reference Number: AA-00270 Views: 2905 Created: 2011-05-04 13:18 Last Updated: 2014-04-16 12:29 0 Rating/ Voters

The information below is only applicable to our Support Customers and Forum Members

The support ticketing system is used to track progress and manage communications for support questions and issues.  For information on our commercial support contracts, please visit http://www.isc.org/support

We're sometimes asked if there is a users' manual, or some online help, describing the support ticketing system and how to use it. RT is an open-source application, and the on-line documentation tells you how to build and design your implementation - whereas what our customers need is guidance on how to use ISC's implementation of RT for our support tracking system. 

Here are the usual functions that visitors need to know how to accomplish:
  • Open a new ticket
  • Find all open tickets in your queue (not necessarily opened by yourself)
  • Add responses to existing ticket
  • Upload attachments to tickets
  • Find and view old (closed) tickets

When you first log in, you'll see your own open tickets (if any) as well as a display box on the right hand side that has your support queue name in the first column, followed by columns indicating the number of open tickets that are in each status.

Security Advisories

These are created deliberately with no requester so that no emails are sent from the ticketing system containing details of the security issue.  When you log in to view the ticket that is created in your queue, you need to follow the instructions below for viewing all open tickets in your queue to find the ticket that has been created, per the alert email you will have received.

1. Opening a New Ticket

Log in to the support system.  

When you have logged in, click on the New ticket in button near the top right hand side of the screen (the queue you will see there should be your own support queue - and although this is a select pull-down, you should only be able to select your own queue).

Complete the fields appropriately - selecting the correct ticket priority for your problem and completing all other details that are relevant such as the product, version and operating system.

Create the ticket by clicking on the Create button at the bottom right hand side of the window.

2. Finding all Open Tickets in your Queue

When you first log in, you'll see a display box on the right hand side that has your support queue name in the first column, followed by columns indicating the number of open tickets that are in each status:


Click on the queue name (first column) to display all unresolved tickets in your queue.

Click on the count (for example the number 1 above) in a ticket status column above to display all tickets in your queue that have that specific status.

3. Adding Responses to an Existing Ticket

While viewing a ticket that you want to respond do, click on the Reply button near the top right hand side:

Complete the response fields, then click on the Update button near the bottom right hand side of the window to submit your response.

4. Adding a Ticket Attachment

You do this while adding a ticket response (see above).  Just above the main text box is a block of buttons and fields for handling attachments:

Click on the Browse... button to open a new window that allows you to select one file to upload from your local workstation.  If you have multiple files to upload, click on the Add More Files button to open addtional attachment fields that you complete using the Browse... button as before.

Do not attach very large files directly in RT

The support tracking system can handle substantial files, but it is better to upload larger configurations, core dumps, large cache dumps, long long files etc. directly to our drop-off service.  See Submitting files to ISC

5. Advanced features

To search for other than recent/active tickets, click on your queue name at the start of the display box on the RHS, then in the new search

results window click on Edit Search at the top of the screen. (This is because it's usually easier to edit an existing search than to start with nothing).

In the search edit mode, if you want to look up older tickets, you need to first eliminate the ticket status portion of the current search (highlight them and
then click the Delete button below the search criteria box).

You can then add new search criteria for example Created after using the buttons in the 'Add Criteria' section on the left. New criteria are added with either AND or OR (under the selection box on the
left).

When you're happy that you have the right criteria in the box on the right, then you can run the report - that's Update Format and Search on the right at the bottom of the page.

There's also an Advanced Search that allows you to edit the script manually - particularly helpful if the and/or and braces combinations aren't what you really wanted. It gives you direct edit access to the
search language (but since you no longer have the field names generated for you, you need to know what they're called if you go there first).


Even though the search tool parameters hint that this might be possible, the security will prevent you from finding and viewing tickets from other support queues.  Your own queue is similarly protected!


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