Service Ticket

The service ticket page of the web site is used as "Customer Service" page, to receive a message / request from registered clients. The data fields from this web page are received into a new created Service Ticket in the client Hyper card. The url of this page is: DOMAIN/Service_Ticket.

Service Ticket

Web Page Structure

Web Page Header

The header is defined as Static Text Element (HTML code editor) content Service_Ticket_Header_1033.
Please note - It is recommended to include the H1 tag of html, for the title of the Web Page Header content.

Previous Service Tickets

In this section, all of the previous service ticket of the client are displayed, taken from the hyp_Service Ticket table of Hyper. Each created service ticket record will be automatically displayed, sorted by the date of creation. Single click on a service ticket record to display the whole Message / Request.

Sub-title for the Service Request Form

The sub-title of the service ticket page is defined as Static Text Element (HTML code editor) content Add_Service_Ticket_Title_1033.
Please note - It is recommended to include the H1 tag of html, for the title of the Web Page Header content.

Information Fields Section

The following field are displayed in this section:
Field Title Description
Title This field is a spare field, which must be defined in the Service Ticket table as 'Spare StrFld 01'. The value of the Service Ticket "Title" field will be received into this spare field.
Message / Request The content from this field will be received into the "Subject / Complaint" field of the Service Ticket table.
For further information about the initial fields definitions for external service tickets, click here.

Create a Service Ticket Button

When pressing the Create a Service Ticket Button, The following process is executed:
  1. The system checks whether the mandatory fields are filled.
  2. A new service ticket is created.
  3. A new record of the created service ticket is added to the Website Usage Log table.
  4. Confirmation Email. An Email message content New_ServiceTicket_on_Website_1033 is sent to the client, for opening the new service ticket.

Content Management in Hyper

Build this content in Hyper's Static Text Element tool, using the HTML editor. To learn more click here.
Purpose Content ID Available Fields
The title of the Service Ticket page. Service_Ticket_Header_1033 None
Sub-title for the Service Request Form Add_Service_Ticket_Title_1033 None
An Email message for opening a new service ticket on the website. New_ServiceTicket_On_Website_1033 message can include the following fields:
  • Client full name (in the local language). If the name was typed in English, then this name will be displayed in the message.
    {#Client_Full_name} {#Eng_Client_Full_Name}.
  • Ticket Number. {#Ticket}
  • The Title of the service ticket. {#Subject}
  • The Message / Request of the service ticket. {#Content}

API

If you wish to build and use your own html, and work with a "Server 2 Server API", click here.

System Administrator

Service Ticket Definitions

Fields Definitions for External Service Tickets

The following fields must be defined in the hyp_Service Ticket table:
  • Fld_Service_Subject = 'spare strfld 01';
  • Complainer Feedback field. We are using this field to pass our handling feedback to the client. Give it a title like "Feedback to client - Appear on website".
Please note - the above fields must be defined exactly as described.

Filters Definitions for External Service Tickets

It is recommended to create a parametric filter, that searches for the service tickets that were received from the web site, as well as their handling status. Another useful filter is a button filter, that displays the new service tickets from the website that have not been handled yet.

The service ticket is created with the received fields from this page as well as with the following information fields:
Field name Description
Created On The creation time according to the website agency timezone.
Created By This field receives the website username.
Old Software Name This field receives the value 'Web_serv'. This content of the field allows to differentiate the service ticket.
Status This field receives the value '0'.
Agency The website agency of the organization.
Linked to This field receives the 'Client Full Name'.
Linked to ExtKey