Teamatic Ticketing User Guide.
The Teamatic Ticketing feature allows end users of your product to report defects, bugs, or comments etc. to your development
team or QA team. The Ticketing feature is tightly integrated with our issue tracking system for improved workflow efficiency
and record keeping. To start using this feature, please follow the instructions in this document.
Integration with your web site:
- The Ticketing feature is only available to Teamatic Plus, Teamatic Pro and Teamatic Enterprise Customers. If you haven't
upgraded yet, please click here.
- To choose the project that you want to enable ticketing, select the project from the dropdown list box located on the
right hand side of the toolbar.
- Click on the Project tab, and then select Project Properties to go to the Project Property Screen.
- At the bottom of the Project Property Screen, there is a Ticketing Properties Form. check the Enable checkbox to enable ticketing for the project.
- The Default Notify User field indicates the person who will receive email notification whenever a new ticket is created.
- The Redirect URL is the page which will be shown after a ticket is submitted.
- Save the Ticketing properties by clicking on the Save menu.
- After save, you will be brought to a page with a generated url and some generated html scripts.
- If you want to have the Ticket submission form hosted within Teamatic, you can link your web site to the generated url.
- If you want to customize the Ticket submission form and host it on your site, please follow the instructions in the Integration with your web site section.
How Ticketing works:
- If you want to create a Ticket submission form which is integrated with your website, choose the project that you need,
click on the Project tab and then click on the Project Properties menu. If you already have ticketing enabled, click on the link Show scripts for Ticketing besides Ticketing Properties . If you do not have ticketing enabled, please follow the instructions above to enable it. From the Ticketing scripts page, copy the HTML content generated from the textbox, save it as an html file and store it in your web server. The Ticketing Script generated serves as a skeleton and can be customized/formatted according to your web site's color and font schemes. Note: The "Powered by Teamatic" logo and the underlying anchor has to be kept unless pre-arranged with our Sales Department.
- The Redirect URL field is defaulted to a simple Thank you page in Teamatic. If you want to add your own Confirmation/Thank you message after the user submits a ticket, you will need to create the confirmation page on your web server first and then enter that URL into the Redirect URL field in the Ticketing Property form. If you leave the Redirect URL as blank, it will be defaulted to the Thank you page within Teamatic.
- The end user will be able to create tickets into your Teamatic project by accessing the generated html file, providing the
required information and clicking on the Save button.
The Ticket Submission form is a convenient way to provide online support for
your users/customers. Once a Ticket Submission form is setup, external users (i.e. your users/
customers) could now log tickets into your Teamatic account. These external
users will not have access to your information within Teamatic as they are not
required to login to Teamatic.
A Ticket Submission form is unique to a project. In the Ticket Submission form,
the user is required to submit his/her name, the email address and the description
of the problem. Phone number is optional.
The Ticket Submission form generated by Teamatic is merely a skeleton and you
are welcome to customize the form and integrate that into your website. Note: The "Powered by Teamatic" logo and the underlying anchor has to be kept unless pre-arranged with our Sales Department.
When a Ticket is submitted, an email will be sent to the Default Notify User.
The Ticket will be assigned to the default notify user and will be visible in
the Ticket tab for that user.
The default notify user could choose to do one or more of the following:
- Take care of the Ticket himself/herself
- Re-assign the Ticket to another user within the project
- Create one or more cases based on the information in the Ticket
- Follow-up/Provide status updates to the external user on the Ticket
Tickets can be modified, searched, printed, and reported on. Just like Cases, a
Ticket status can be associated with a Ticket. The available Ticket status are:
Open, Work In Progress, Resolved, Cancelled and Closed.
When a Ticket is re-assigned to another person, an email notification will be sent to the newly assigned user.
A new field called Related Ticket(s) has been added to the Case Form. If a Case is created from a Ticket, the Related Ticket(s) field will be pre-populated with the Ticket Id. The Related Ticket(s) field is a free-form field and can be modified. If there are multiple Tickets associated with the case or if an external Ticketing system is used, the Related Ticket(s) field could also be used to store that information.
A new Ticketing Report has been introduced. Users can choose to report on the Tickets for a particular project based on the Ticket status. In the Data Extraction file, two new XML files have been added, namely Ticket.xml and TicketReport.xml. Ticket.xml contains the raw data in the Ticket table while TicketReport.xml contains information from the Ticket table as well as other related tables.