Tickets
Use tickets to document and manage process of resolving infrastructure incidents.
NetCrunch tickets are designed to help you tracking incidents regarding monitored infrastructure. The process basically reflect standard incident resolution process and want it to be as simple as it can be. NetCrunch provides also interface to advanced specialized help desk and service desk solutions through integrations.
Priority
Priority describes how fast problem should be resolved and should set due date.
- Scheduled or Low priority tickets might have no due date or set by the agent (owner)
- Standard, High or Critical should have predefined due date which should be set automatically (depending on settings)
State Category
There are basically three states - new, open and close.
- New - incoming ticket which is not qualified and not assigned yet.
- Open - tickets being in process or resolving
- Closed - problem is solved or not but case is close
State
Each state defined for the category. The new category is not customizable,
New Category
- Waiting for support
Open Category
- On Hold (Waiting for Customer)
- In Progress
Closed Category
- Rejected
- Canceled
- Done
- Failed
Users and organization support
The user can see only tickets from his organization and depending on the access rights it can comment and add attachments to existing tickets. According to right users can also enter new tickets.
Notifications
User that created the ticket and agent resolving it are automatically added to notification list. Others can themself to notification list if they have access to the ticket.