AWARDS Resource Center - How to Access My Activities and Reply to Support Tickets

Only for Local Help Desk Users

Please note: The process to submit a support ticket is the same. If you are not a local help desk user please refer to this article: Help Desk

Introduction

This article will provide:

• An overview of the My activities requests tab
• An overview of the ticket page
• Instructions on how to access My activities and reply to a support ticket

Prerequisites

• Being a local help desk user
• Internet access
• An account for the AWARDS Resource Center

Overviews

My Activities Requests Tab

Above screenshot shows the locations of items 1-10 listed below.

1. My requests: Displays your support tickets.
2. Requests I'm CC'd on: Displays support tickets you have been CC'd on.
3. Search requests: Allows for a search of your support tickets.
4. Status: A drop down that can filter your support tickets by status (open, awaiting your reply, and solved).
5. ID: The ticket number for the support ticket.
6. SUBJECT: The subject of the support ticket.
7. CREATED: When the support ticket was created.
8. LAST ACYIVITY: The last time there was activity on the support ticket.
9. STATUS: The current status of the support ticket.
10. Hyperlinked Subject: Click on the hyperlinked subject to view and reply to the support ticket.

Ticket Page

 

Above screenshot shows the locations of items 1-3 listed below.

1. This section displays the ID or ticket number, the subject, when the ticket was sent, and the ticket message(s).
2. This section displays the name of the person who sent the ticket, the status, and other field if applicable.
3. This section displays the area to add a CC to the ticket, reply, add an attachment, consider the request resolved, and submit the reply/changes.

Instructions

How to Access My Activities and Reply to a Support Ticket

Follow the below instructions by selecting the "Get Started" button.