Submitting ticket manually
You can create a new ticket using Tickets - New Ticket.
Types of new tickets and ticket log records
| Event Type | Description |
|---|---|
| Message sent by email. This record cannot be created manually. Records are created only by loading an email from the service mailbox. | |
| phone | A spoken conversation between two or more people remotely (telephone, conference call, video conference, etc.) |
| in-person meeting | A conversation between two or more people. The participants are present in person at the meeting place. |
| letter | Document delivered by post. |
| voice message | A voice message recorded over the telephone. |
| written message | Document delivered by internal mail. |
| form | Message sent self-service via the Alvao application user interface. |
| note | A general remark recorded during the resolution of a ticket by the solver, service manager or approver. This record cannot be used when the ticket is created. |
| process | A record of the execution of a ticket operation. These records are created automatically and cannot be created manually. |
| other | General Communication. No communication channel (phone, email, etc.) |
| warning | A record of automatic alert generated for inactivity or impending resolution. These alerts are created automatically and cannot be created manually. |