Ticket Creation and Management

Last modified by Administrator on Tue, 03/19/2024, 1:32 PM
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The following section details how the COARE users can submit their service or support requests to the COARE Team through the COARE User Portal and how users can monitor the status of their logged tickets:

Creating a new ticket

Users must create a new ticket to log a service request or report an incident.

To create a new ticket, users can click the New Ticket tab on the Dashboard.

Monitoring ticket status

The COARE users can monitor the status of their tickets by checking the COARE User Portal dashboard, which contains the Ongoing Tickets, Resolved Tickets, and Pending Tickets page.

A description of each ticket status is summarized in the table below:

Ticket statusDescription
NewTickets that are newly logged and are yet to be assigned to a specific COARE Support Agent
AssignedTickets are assigned to the COARE Support Agent who will regularly update the ticket for developments, such as updates in the resolution time and additional requirements for ticket resolution.
PendingAwaiting the user's response to the resolution of the ticket
ResolvedTickets that have already been addressed by the COARE Support Agent and are awaiting confirmation of resolution from the user's end
ClosedTickets that have already been resolved and confirmed the resolution by the COARE user. Closed tickets may not be re-opened.