Managing Support Dashboard

The solution provides a dashboard view to enable support users to manage ticket resolutions.

To view the Support User Dashboard and perform the related tasks, follow the steps:

Login to SmartOps as an Support User.
Select Support menu from SmartOps home page as shown in FigureFigure.

This displays the project listing page as shown below.
- You may search for the required project from the Search by project name field.
- You may filter the required project based on status from the Filter By status field.
- You may sort the projects based on “modified date” or “project name” from the Sort By field.
Select the required project. This displays the Ticket listing screen as shown in FigureFigure.
Click on the button to view the list of tickets as shown in FigureFigure.
Click on the icon corresponding to the ticket.
To resolve the ticket, click Resolve Ticket.
- For automated ticket resolution, select Automated option and Automation story to be executed and click Execute Automation Story.
- To resolve manually, select Manual option and click Resolve.
- To escalate the issue, select Escalate option and click Escalate.
To get help for resolving the ticket, click Get Help.
- Select similar ticket from ticket recommendations.
- Select the appropriate resolution from the list of available resolutions.
- Select the automation story to be executed and click Execute Automation Story.
- If none of the recommendations are valid, click Escalate.

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