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Last modified by Christine Sklareski on 2025/03/05 09:09
From version 1.2
edited by Christine Sklareski
on 2025/03/03 16:04
Change comment: There is no comment for this version
To version 1.6
edited by Christine Sklareski
on 2025/03/03 16:20
Change comment: There is no comment for this version

Summary

Details

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5 5  = Reply to a Ticket =
6 6  
7 7  
8 -There will be times when you need to respond to a question in a ticket or add extra clarifying information. To do so, open the ticket from the dashboard and then click in the Comment field where you can type information and then format it as needed.
8 +There will be times when you need to respond to a question in a ticket or add additional clarifying information to the technician. To do so, open the ticket from the dashboard and then click in the Comment field where you can type information and then submit it.
9 9  )))
10 10  
11 11  
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15 15  {{box title="**Contents**"}}
16 16  {{toc/}}
17 17  {{/box}}
18 +
19 + [[image:IIQ-Comment.png||alt="Add Comment to IIQ Ticket" data-xwiki-image-style-border="true" height="318" width="500"]]
20 +
21 +(% class="col-xs-12 col-sm-4" %)
22 +(((
23 +
18 18  )))
19 19  )))
26 +)))
20 20  
21 21  ----
22 22  
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28 28  
29 29  
30 30  (% style="line-height:1.2" %)
31 -Under the comment field you will find the “Browse” button to upload files or you can drag and drop a file into the comment box. Click “Add Comment’ to submit the reply/file to the technician.
38 +Under the comment field, see figure 2, you will find the “Browse” button to upload files or you can drag and drop a file into the comment box. Click “Add Comment’ to submit the reply/file to the technician.
32 32  
33 33  
34 34  
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38 38  
39 39  (% class="col-xs-12 col-sm-4" %)
40 40  (((
41 -[[Figure 1. >>image:SUA.png||alt="Apple System Settings Software Update Available screen" height="295" width="357"]]
48 +[[Figure 2. Click Browse to add an attachment to the ticket.>>image:Add-attachment.png||alt="Click Browse to add an attachment to the ticket." data-xwiki-image-style-border="true" height="257" width="418"]]
42 42  )))
43 43  )))
44 44  
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52 52  = View Ticket Timeline =
53 53  
54 54  
55 -View the activity timeline showing at the bottom of the ticket to review ticket details and see a timeline of the comments and actions pertaining to the ticket. File attachments uploaded by the technician will also be located in the activity timeline.
62 +View the activity timeline showing at the bottom of the ticket, see figure 3, to review ticket details and see a timeline of the comments and actions pertaining to the ticket. File attachments uploaded by the technician will also be located in the activity timeline.
56 56  )))
57 57  
58 58  
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59 59  
60 60  (% class="col-xs-12 col-sm-4" %)
61 61  (((
62 -[[Figure 2. >>image:U_P_Screen.png||alt="Software Update screen prompting a password" data-xwiki-image-style-alignment="end" height="285" width="344"]]
69 +[[Figure 3. View ticket activity using the timeline tab.>>image:ticket-activity.png||alt="View ticket activity using the ticket timeline." data-xwiki-image-style-border="true" height="257" width="418"]]
63 63  )))
64 64  )))
65 65  
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