Bitrix Site Manager

New ticket (ticket editor)

This form is designed to add tickets manually in the technical support service.

If a ticket is being created by a person who is not a member of the techsupport service, the person in charge can be appointed automatically depending on the category, emergency or source of the ticket. If the person in charge has not been appointed, and if the parameter Default person in charge is set in the module settings, the default responsible person will be set. After the ticket is added to the database, the person in charge will be notified by e-mail. In case the person in charge has not been selected, the notification will be sent to e-mail addresses of all users having the technical support administrator permission (including users of the group #1).

If a person who is responsible for the ticket changes the latter, the ticket author will be notified. If the ticket is changed by its author, the person in charge or the support administrator will be notified. If a new person in charge is being appointed, both the ticket author and the new person in charge will be notified. If you deselect the Hide a message, not notify an author checkbox, the author of the ticket will not be notified.

Changing a ticket means:

Context bar

Button Description
List Opens the list of tickets.
Create Creates a new ticket.
Close Closes the current ticket.
Delete Deletes the current ticket.
Spam Opens a context menu with commands allowing to:
  • Mark the ticket as possible spam;
  • Mark the ticket as doubtless spam;
  • Mark the ticket as doubtless spam and delete.

"Ticket" tab

FieldDescription
Site The site where the ticked was created.
Author Source and author of the ticket.
Created The date and time when the ticket was created; name of the user who created a ticket.

This field is displayed only in the ticket editing mode.
Modified The date and time when the ticket was last modified; person who modified the ticket.

This field is displayed only in the ticket editing mode.
Closed The date and time when the ticket was closed.

This field is displayed only in the ticket editing mode.
Discussion

This section is displayed only in the ticket editing mode.
  • # - ticket number. Defines the order in which tickets are displayed in the discussion.
  • Author - author of the ticket.
  • Created - the time when the ticket was created.
  • [Quote] if clicked, inserts the selected text enclosed in quotation tag.
  • [Original] - link to the original e-mail message in the Mail module (if the message was created in the e-mail module).
  • [Change] edits the message. Available to administrators only.
  • [Delete] deletes a message. Available to administrators only.
Image and message body
Hide a message, do not notify author Select this checkbox to create a message as hidden from the ticket author (if he doesn't belong to the support group). Any changes being made at the moment will not be e-mailed to the author; the technical support group will be notified about these changes.

This field is displayed only in the ticket editing mode.
Do not change ticket status When editing the ticket, this option prevents the ticked status from changing.
Source / Author In this group, a technical support engineer can specify the message source and author. If the support engineer is entitled with the Read right for the main module, users can be selected in an additional window (button "..."). In addition, when the user ID is entered, information about this user (login, name) will be displayed next to it.
Message template In the drop-down list, the administrator or the person responsible can select the reply template.

This field is displayed only in the ticket editing mode.
Message Field for entering a new message.
Attach files Field for inserting an image of the new message.
Status Ticket state.
Responsible User responsible for the message.
Emergency Ticket emergency.
Answer rate Estimate of replies provided by the ticket author.

This field is displayed only in the ticket editing mode.
Category Ticket category.
Support level The techsupport level required for this ticket.
Close if no reply occurs within Number of days to wait before auto-closing the ticket.  
Close Checkbox that allows to open or close a ticket.

This field is displayed only in the ticket editing mode.
Comments Any comments. Visible only to the techsupport group members.

This field is displayed only in the ticket editing mode.

If you are a technical support group member , you can specify any author and source of the ticket when you create or add a new message to it. By default, all operations will be performed on your behalf. The default source is <web>.

If you are a site administrator or a person responsible for the ticket, the following fields for modification are available to you:

If you are an author of the ticket, the following fields for modification are available to you:

"Edit message settings" tab

Direct message editing is available only to the site administrator or the technical support administrator.

FieldDescription
Source / AuthorMessage source and author.
Created The date and time the message was created.
Number Message serial number used to display the message in the discussion.

This field is displayed only in the ticket editing mode.
Spam mark Allows to mark the message as spam or potential spam.
Hidden Specifies the message will not be visible to a techsupport client.
Log Specifies to keep log of this message.
Message was overdue Indicates that a reply to this message was not given in proper time.
Message Message body.
Attach new files These fields allow to attach files to the message (e.g. images).
ID of initial external source The ID of the message source, e.g. e-mail message ID.
Additional field of initial external source Any additional information about the external source (e.g. e-mail message headers).