With this new EriZone functionality (which will be available in the next EriZone version 5.3) customers can open a ticket with only a few clicks. The new ticket creation process is based on intuitive images, which should lead the customer to finish the process in just a few steps.
The idea is to have all the classifying information of the ticket abstracted away behind a meaningful image. So in ITSM terms, the service, the category and the type should already be well defined when an image is selected.
In Erizone, all necessary information must be configured for the service/category pair. Here are the steps you need to configure it.
Go to Admin > Ticket Settings > Service Category
Select the service
Go to the details view where only enabled service-category pair are shown
Edit the details for the selected service category pair
Select the toolbar where the image will be displayed. New toolbar values can be defined in Admin > Generic Catalog Management > EriZoneServiceCategory::Toolbar
Insert the image in base64 encoding
Select the image type and check the preview. New toolbar values can be defined in Admin > Generic Catalog Management > EriZoneServiceCategory::ImageType
Insert the suggested subject text of the ticket. This subject will be displayed next to the image on the customer’s interface
Insert the suggested body text for the ticket
Enable the quick ticket for this service category pair
Add a comment – this will be displayed as details next to the image on the customer’s interface
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”
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MarinovMihail
“Hi guys! I’m Mihail and since the university years I has been fascinated by distributed systems and measurements on them. Now when I join the Neteye project I get the possibility to continue with this passion and this is great. My free time is completely dedicated to my wife and my daughters, I simply love them.”
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