How to Create a Ticket as a Service Provider

Introduction

The COS Business Engine allows operators to manage and resolve various customer-related issues effectively through a detailed ticketing system. This guide provides a step-by-step walkthrough for manually creating a ticket within COS Business Engine.

Solution Overview

The best way for a service provider to create a ticket is to do so from an order. This ensures that all necessary information is included automatically: order details, customer details, and object details.

Search for the order with the issue and then click the Create ticket icon. Enter detailed description information explaining the issue the Customer is having and whether or not any troubleshooting has already been performed. Press Create ticket button to create the ticket.

Automatic emails upon ticket creation

If Ticket is assigned to the Operator, the ticket is sent to the Receiver email set on the email template Operator:Ticket Created. The email template could be found in the Settings menu - Data - Email templates.
If a Ticket is assigned to the Service Provider, the ticket is sent to Ticket email entered on the Service Provider.

Connect Ticket

Scrolling further down the "Create new Ticket" page will also allow you to connect this new Ticket to an existing Ticket, in the event it is related to an ongoing problem or widespread outage in your network.