Tickets and Service Requests on Mobile

Product: NEXTMEGABYTE (Greenitco ITAM) · Module: Mobile App · Audience: All users

Create a ticket

Tap + on the dashboard, or open Service Ticket and tap +, then Create.

Field	Description
Company	Shown when you have several companies; departments are filtered by it
Department	Department for the ticket
Problem Category / Sub Problem Category	Filtered by the selected department and category
Creator	Defaults to you; change it to raise the ticket for someone else
Subject	Filled from the category if left empty
Description	Details of the issue
Priority and TAT	Filled from the category or default values
Attachment	From storage or the camera
Device	Your assigned devices

You receive a notification on your phone. For High or Critical priority, a buzzer notification is sent.

Edit or delete a ticket

• Edit: open the ticket, tap Edit Ticket, change the department, category, priority, TAT, assignee or device, and save.
• Delete: swipe the ticket left or right in the list and tap Yes.

Ticket actions (technicians)

Open the ticket and tap:

Button	Result
Transfer	Choose the new department, category, priority, TAT, assignee and device, then Transfer
Assign	Select a technician, then Assign
Self Assign	Assign the ticket to yourself, then OK
Star	Mark the ticket as starred
Mark Spam	Mark as spam (the button changes to Mark Not Spam)
Change Creator	Select another user as the creator, then Update

The assigned technician is notified; High and Critical tickets trigger a buzzer notification.

Comment on a ticket

Open the ticket, tap Write Message, type the message, add attachments and CC emails if needed, select Internal Purpose to make the comment internal (not visible to the user), and tap Send.

Update status with GPS location

1. Open Service Ticket, choose Assigned Ticket in the dropdown and open the ticket.
2. Tap Update Status.
3. Select the Status, Priority and TAT.
4. For On Hold or Resolved, tap Get Location to record your current location (required for these statuses).
5. Enter a comment, optionally add the back-trail conversation and CC emails, and tap Update.

Status forms

If a status form is set for the ticket's category and status in the portal, selecting that status in Update Status opens the form. Fill in all required fields and submit; the status cannot be changed until the form is completed. See Ticket Statuses.

Filter tickets

Tap the filter icon, choose values and tap Filter. Filters are remembered; tap Clear All to reset.

Service requests

• Create: tap + on the dashboard or in Service Request. The request or dynamic form for the category is shown; fill it in and tap Submit. Use the edit icon at the top right to change the form before creating.
• Approve: open the request, select Approve or Reject in the dropdown, enter a comment and tap Send.
• Comment: tap Write Message, add text, attachments, CC emails or mark as internal, and tap Send.
• History: tap the History icon.
• Filter: tap the filter icon; Clear All resets filters.