Support Page

Support page is the primary source for all support related activities pending on the product development team. The Support Page provides details of tickets raised for the tenants by the cognitive SMEs for issues, upgrades, feature requests, fixes etc. It provides details like status of tenant and services running on the tenant. It also gives relevant error messages if a tenant is not deployed or if tenant URL is not reachable.

  1. Login to the BigFix AEX Global Admin Console.
  1. Click on Requests on the left Navigation Pane.
  1. The Support page appears. The page lists all the raised tickets.
    Figure 1. Figure 315 – Support Page
  2. Users can filter the ticket using the Individual column filtering (dropdown) option on Support Page. Users can filter the tickets by Type, Severity, and Status.
    Figure 2. Figure 316 – Support page – Filters
  3. The Download icon allows users to download/export the ticket list in CSV, Excel and PDF format.
    Figure 3. Figure 317 – Download/Export Buttons
    Figure 4. Figure 318 – Sample Export – PDF Format
    Figure 5. Figure 319 - Sample Export – CSV Format
    Figure 6. Figure 320 - Sample Export – Excel Format
  4. Users can also view the closed tickets by clicking on Archived Tickets button on the Support page.

    Figure 321 – Archived Tickets

  5. On Archived Tickets Page, users can apply filters by Type and Severity.
    Figure 7. Figure 322 – Archived Tickets Page - Filters
  6. To go back to Support page, click All Tickets button.
    Figure 8. Figure 323 – Archived Tickets Page
  7. Users can also view the details of the tickets raised for tenant related issues by clicking on the view icon corresponding to a ticket on the Ticket Listing page.
    Figure 9. Figure 324 – Ticket Listing page
  8. The Ticket Details page appears as shown in below figure 332
Figure 10. Figure 325 – Ticket Details