Creating a Support Ticket

If your internal support department is unable to resolve an issue you are facing with one of the applications developed by RTS, then it needs to be raised in the form of a support ticket on the RTS helpdesk.

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Complete the following to create a new support ticket:

• Log into the RTS helpdesk
• On the main screen, select the Add button
• A form is displayed that needs to be completed as follows:
  • Name: Enter a descriptive name (e.g. Unable to Access the Dashboard)
  • Project: Select the relevant project/application for the issue (there may be only one option available)
  • Severity: Select what you believe the severity of the issue is from the options below:
    • 1 - Critical: A major issue impacting all users (e.g. unable to log in), or with a potential safety or high commercial impact
    • 2 - High: An issue with an essential piece of functionality (e.g. unable to import data)
    • 3 - Medium: An issue with a secondary piece of functionality (e.g. unable to view the history of a record)
    • 4 - Low: A minor issue with any piece of functionality
    • 5 - Cosmetic: Something that you think needs changing from a purely “look and feel” point of view (e.g. changing the colour of a button)
    • Request: Critical: A request for an enhancement or information that is a critical priority for your business
    • Request: High: A request for an enhancement or information that is a high priority for your business
    • Request: Medium: A request for an enhancement or information that is a medium priority for your business
    • Request: Low: A request for an enhancement or information that is a low priority for your business
    • Complaint: You are not happy with how support is being provided by RTS
  • Description: Enter a description of the issue you are facing
  • Steps to Recreate: If possible, enter the steps you took in the application that resulted in the issue

Note: The more accurate the information you provide for the description and steps to recreate, the more likely RTS will be able to provide a solution in a timely manner.

• Once you are happy with the details you have entered, select Save & Close to finish creating your ticket

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RTS will automatically be notified of the creation of your new ticket.

You will be sent email notifications throughout the lifecycle of your ticket which alert you to any changes that have been made to it by RTS or another person in your organisation.

When you create a new support ticket, it is given a status of Reported as the starting point of its lifecycle.

You can edit the details of your ticket at any point after it has been created.