Use this area as your help desk: capture requests, assign work, follow status, and use SLAs for response and resolution expectations. (For product issues with Optiviera itself, use Help → Contact Optiviera, not a normal ticket in your list.)
End-to-end workflow
Create and triage
Start with New and enter a short title, a clear description, the customer or team context, and a priority. New items usually appear as open. The triage or queue owner can assign an owner, team, or service line and adjust priority to match the agreement with the customer.
Work in progress to resolution
The assignee sets status to in progress when work starts. They use comments to log what was tried, add internal or customer-facing notes, and @mention the right people. Keeping status current matters for dashboards, filters, and any SLA that measures time in queue.
Complete and close
When the fix, answer, or task is done, set completed (or the equivalent) and, after final confirmation, closed so the ticket leaves active queues. If the issue returns, open a new ticket or reopen according to your policy to keep a clean audit trail.
Common use cases
A customer reports a product fault
Log the case with product, serial, and customer details; assign to 2nd line. Document reproduction and resolution in the thread, then close with a one-line customer-facing summary in the last note when appropriate.
Internal “how do I get access to…?”
Create a service-style ticket, assign the application owner, answer in comments with steps or a doc link, and close when the user confirms access is OK.
Urgent (P1) or widespread incident
Set top priority, assign an incident owner, post time-stamped updates, and when impact ends, move to resolved/closed and, if you use problem management, add a child follow-up for root cause if needed.
Practical tips
Set up SLA policies under Tickets / SLA so due dates match your org; then use list filters to find at-risk and overdue work.
One ticket one issue when possible: cleaner metrics, clearer ownership, and simpler customer communication.
Search the list by keyword or number before you create; duplicates confuse everyone.
Screens and confirmations
List, view, and edit in overlays
The grid is your start point. A row opens a read-only or editable full-page overlay; create and edit also use a form layer so you stay in the same navigation context.
SLA rules screen
SLA create/edit uses its own form overlay. Save when valid; cancel to discard. Rules drive deadline fields when your tenant is configured to use them.
Delete or irreversible actions
Removing or other risky changes may use the app-wide confirm dialog. Read the message before you accept.