Technical Support

1 min read

Table of Contents

Creating a New Support Ticket
Managing Support Tickets

Click Technical Support from the side menu.

Click the Submit New Request button to create a new support ticket.
Use the search fields Request Number, Subject, and School to filter the tickets assigned to you, then click Search.

Note:
A status summary is displayed in the colored section showing the number of tickets categorized as:

To Be Worked On
In Progress
Waiting for User Response
Closed

To export the ticket list, click the Export button.

Note:
To view ticket details such as request number, type, subject, status, date added, last updated date, school, or governorate, please refer to the table.

Creating a New Support Ticket #

Click the Submit New Request button at the top of the page. The data entry screen will appear.
Select the request type from the dropdown list:
- Suggestion
- Issue
- Inquiry
Select the priority level:
- Low
- Medium
- High
- Critical
Enter the subject.
Enter the description of the inquiry or issue.
You may add a link related to the issue.
Attach files if needed.
Click the Submit button.

Managing Support Tickets #

From the Action column, you can reopen or close a ticket.
When clicking Reopen Ticket, a confirmation message appears:
“Are you sure you want to change the request status to ‘To Be Worked On’?”
After clicking OK, the ticket will appear in the status summary under To Be Worked On, and its status will be updated accordingly.
You can open the ticket, add a comment, and click Add Comment to submit it.