Workflow

Ticketing Software
Master
Company
Contact
Product
Contracts
Product Series
Model Number
Serial Number
MAC Address
License Key
Ticket
Create
View / Edit
Report
Type of Company
Name
Address
Head Office
Branch(es)
Site Location
Website/Domain
End-Client
Support Partner
Domestic
International
Distributor
Dealer
System Integrator
Key Accounts
Distributor
System Integrator
Name
Company Name
Address
Contact Details
Email ID
Mobile Number
Desk Number + Extension
Product Category
Hardware
Software
Accessories
Contract Number
Start Date
End Date
Contract Status
Preventive Visits
Remark
Company Name
Address
Model Number
Serial Number
Source
External
Internal
Website
Mobile App
Online Form
Call
Email
Message
Company Name
SLA
Company Name
Product Series
Problem Reported
Response Time
Resolution Time
Pre-Escalation
Post-Escalation
Duration
User
Duration
User
End-Client Name
Contact Name
Model Number
Serial Number
Contract Status
Remark (Contract)
Remark (Product)
Remark
Problem Reported
Status
Attachment
Open
In-Progress
Installation Certificate
Service Report
MOM
Customization Requirement
Customized Solution
Unique Number
Created Date & Time
Details captured while creating a ticket
Severity Level
Resolution Counter Set
Ticket Owner
Email Integration
Task
Logs
Save
If Status=Open, then start response time counter. If Status=In-Progress, then start resolution time counter
Assign
Type
Start Date & Time
End Date & Time
Description
Expected Date & Time
Actual Date & Time
Status
Self
Other
Status
In-Progress
Waiting for Client
Resolved
Completed
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