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Manage dynamic Ticketing values

  • This guide walks you through configuring and managing dynamic tables for the Ticketing module in GSI2. These tables allow you to fully customize the ticket management system according to your organization's specific needs.

    Accessing Ticketing Tables

    1. From the main menu, navigate to General Tables
    2. Select the Ticketing section from the submenu
    3. You will see all configurable tables for the Ticketing module

    Managing Ticket Categories

    Viewing Categories

    Access the Ticket Categories table to view all available categories. Each category represents a main classification area for support tickets.

    Creating a New Category

    1. Click the + Add button at the top right of the table
    2. Enter the category Name (e.g., "IT Support", "HR Relocation")
    3. Add an optional Description to clarify the category's use
    4. Click Save to confirm creation

    Editing a Category

    1. Click on the category you want to modify in the list
    2. Edit the necessary fields in the form that opens
    3. Click Save to apply changes

    Managing Ticket Subcategories

    Configuring Subcategories

    Subcategories provide more detailed classification within each main category, enabling precise ticket routing to specialized teams.

    1. Access the Ticket Subcategories table
    2. To add a new subcategory, click + Add
    3. Select the Parent Category from the dropdown menu
    4. Enter the subcategory Name (e.g., "Time & Activities", "Documents", "Roles & Permissions")
    5. Add any Notes to specify when to use this subcategory
    6. Click Save to confirm

    Configuring Ticket Priorities

    Defining Priority Levels

    Priorities determine response times and resource allocation for each ticket.

    1. Open the Ticket Priorities table
    2. To create a new priority, click + Add
    3. Enter the priority Name (e.g., "Urgent - next business day")
    4. Specify the SLA Response Time in business days
    5. Define the Color Code for visual display (e.g., red for urgent)
    6. Click Save to apply the configuration

    Priority Configuration Examples

    • Urgent: within next business day (red color)
    • Short term: within 5 business days (orange color)
    • Intermediate: within 10 business days (yellow color)
    • Low: within 20 business days (green color)

    Managing Ticket Types

    Configuring Ticket Types

    1. Access the Ticket Types table
    2. Click + Add to create a new type
    3. Enter the ticket type Name
    4. Specify if this type requires approval via the dedicated checkbox
    5. Define if it allows attachments
    6. Click Save to confirm

    Support and Assignment Configuration

    Managing Support Personnel

    1. Open the Ticket Support table
    2. Click + Add to add a new support member
    3. Select the User from the dropdown of available users
    4. Assign Categories of expertise via multiple selection
    5. Define the Support Level (1st level, 2nd level, specialist)
    6. Set Availability (hours, days)
    7. Click Save to confirm the assignment

    Assistance Locations and Invoicing

    Configuring Assistance Locations

    1. Access Ticket Assistance Locations
    2. Add new locations by specifying:
      • Location Name (e.g., "Headquarters", "Milan Branch")
      • Complete Address
      • Contact References
    3. Save the configuration

    Invoicing Types

    1. Open Ticket Invoicing Types
    2. Define available invoicing types:
      • Billable to client
      • Internal cost
      • Warranty
      • Support contract
    3. Specify application rules for each type
    4. Save settings

    Task Priorities

    Managing Associated Task Priorities

    Tasks are specific activities linked to tickets that can have independent priorities.

    1. Access Ticket Task Priorities
    2. Create priority levels for tasks (e.g., Critical, High, Medium, Low)
    3. Define expected completion times for each level
    4. Set visual indicators (icons or colors) for quick identification
    5. Save the configuration

    Best Practices and Tips

    Effective Organization

    • Maintain a manageable number of main categories (maximum 10-12)
    • Use subcategories to detail without creating too many main categories
    • Define clear priorities shared with the entire team
    • Periodically review types to verify they are still current

    Workflow Optimization

    • Assign support personnel based on actual skills
    • Configure automatic notifications for urgent priorities
    • Use assistance locations to organize on-site support
    • Set invoicing types consistent with client contracts