Managing Support
If you’re having trouble while working with BigFix AEX, you can create a support ticket.
This section will guide you through the process of creating new tickets and announcements and how to manage the existing tickets or announcements.
To manage support,
- On the left navigation bar, click Support.
- The screen displays the list of all pending support tickets under the
Support section and active announcements under the Announcements section in
a tabular format.
- Listed below are the details of the columns of Support section displayed
in Figure 40 – Manage Support.
- Number: A unique identifier of a ticket created for support in BigFix AEX’s global admin console. It starts with the prefix INC.
- Subject: A brief detail about the ticket.
- Type: Information about the ticket.
- Severity: The severity of the issue on the scale of 1 to 4, 4 being the highest.
- Status: Status: Status of the current action on the support ticket.
- Updated: No. of days since the last update.
- Action : Option to view or edit the tickets.
- Listed below are the details of the columns of the
Announcement section displayed in Figure 40 – Manage Support.
- Subject: Name of the notification.
- Description: A brief detail about the notification.
- Announced On: Date of broadcasting.
- Action : View or edit the existing announcements.
- Using this screen, a user can create new tickets and announcements and edit or view the existing tickets or announcements.