The Navu Requests tool provides a way for users to communicate issues and requests to Navusoft and track status changes.
Field and Tab Descriptions
Field | Description |
|---|---|
Green '+' Icon | Creates a new request. |
Filters (User, Product, Module, Screen) | Filters to only display tickets meeting the selected filter criteria. |
Recent Activity | Displays a history of ticket activity including added notes, attachments and status changes. Adjust to only view activity within the last 24 hours, 7 days, 30 days or from a manually entered date range. |
Submission Pending | Includes ticket requests submitted by non-authorized support users that must be reviewed and submitted to Navusoft by an authorized Administrator. |
Our Response Pending | Includes tickets that are waiting on a response from the party who submitted the ticket. Example: ticket was submitted and Navusoft support has asked for additional details. The ticket will be placed in a Our Response Pending status until a response has been provided. |
With Support Team | Includes tickets that have been submitted to Navusoft and are currently with support. |
With Development Team | Includes tickets that have been submitted to Navusoft and require work from the development team. |
Installation Pending | Includes tickets where development work is complete and the updates are waiting to be released. |
History | An archive of closed tickets that can be searched and viewed. |
Create a Ticket Request
Users who do not have administrative permissions to submit tickets to Navusoft may create ticket requests, however, the ticket will be held in a pending status until an authorized administrator has reviewed and submitted it on.
Field and Tab Descriptions
Field | Description |
|---|---|
Urgent | Indicates the ticket requires immediate attention. Tickets marked as Urgent will be given priority in the queue. |
Request Type | Indicates what category the request falls into. This helps determine where the request gets routed once submitted to Navusoft. |
User | Defaults to the user who created the request. |
Products | Indicates the product (NavuCore, NavuNav, NavuSales) the ticket applies. |
Module | Indicates the module the request is for. Only one module may be selected. Use the Detailed Description field to indicate if any other modules should be included in the ticket. |
Screen | Indicates which screen associated to the module the ticket request applies. |
Summary | Include a brief summary of what the request is about. Example: “New Hire Training Request” or “New User Account Email Not Sending” |
Detailed Description | Provide a detailed description of the request in the Detailed Description box which may include replication steps, available dates and times for training, and any additional supporting information for the request. |
Activity | Tracks activity and notes for the ticket. Select the Activity tab to add and review notes as well as review status changes for the ticket. |
Attachments | Add attachments such as error messages and screen captures in the Attachments tab. |
To create a ticket request, the following process applies:
Select Navu Requests from the Notification Icon tool bar to open the Navu Requests tool.
Select the plus icon in the upper left corner to open the Add Navu Request editor.
Select the Request Type, Product and Module.
Enter a brief description in the Summary field.
Select the Detailed Description tab. Provide a detailed description of the request in the Detailed Description box. This may include replication steps, available dates and times for training, and any additional supporting information for the request.
Select the Attachments tab to add any attachments to go along with the request such as screen shots of an error message.
Select Request Submission Approval.
Notifications
Anytime a note is added, or the status of the ticket has changed, a pop-up notification displays for users attached to the ticket. A notification is also triggered for the Navu Requests Notification Icon.
Closed Tickets
Close a Ticket
Tickets can be closed by any user attached to it. When a ticket is closed, it is archived in the History tab for future referencing.
Search Closed Tickets
Closed tickets are archived in the History tab where they can easily be searched and viewed.
Reopen a Ticket
Tickets can not be reopened once they have been closed. In the event a ticket has been closed and needs to be reopened, create a new ticket and reference the old ticket’s ID in the Detailed Description text field.