nXportal - How to File, View, and Update the Status of an Issue Ticket

How to file, view, and update the status of an issue ticket in the NXScale portal

Step 1: Log In to Your Account

Enter your username and password on the login screen, then click the login button. This will take you to your home page.

Step 2: Navigate to the Submit Issue tab

After logging in, navigate to the "Submit Issue" tab located in the upper-right corner of the page. Clicking this tab will automatically redirect you to the issue submission form, where you can enter the required information.

Note: If you are not automatically directed to the "My Account" tab upon accessing the website, click on your initials or profile icon in the top-right corner of the screen. A dropdown menu will appear, select "View Website" from the list of options.

Step 3: Process the Form for Creating an Issue Ticket

In the Subject field, enter a brief and clear title summarizing your issue. Enter a guess email address(only if you are not logged in), Priority Level, and fill in the Description with a detailed explanation of your concern. Upload any necessary attachments to help the support team better understand the situation, then click Submit.

Step 4: View Ticket Update and Submission

You will be directed to the "Submitted Issues" section to see all the tickets you have filed. Each ticket will display key information such as Subject, Status, Priority, and Raised By. Click on any ticket to view its full details, updates, and conversation history with the support team.

Note: STATUS MEANINGS

1. Open means your ticket has been created and is pending review.
2. In Progress indicates that the support team is currently working on your issue.
3. Resolved or Closed shows that the issue has been addressed and finalized.

NOW LET’S ASSUME THAT YOU ARE THE TECH SUPPORT RESPONSIBLE FOR THE PROCESSING OF THE TICKET

Step 5: Log in to your Tech Support Account

Log in using your tech support credentials on the NXScale portal. Once logged in, locate the sidebar on your Home Page. Click on the "nXportal Workspace" tab to access the Workspace section and all tech support functions.

Step 6: Look for the Support tab

Inside the Workspace, find and click on the "Support" tab in the sidebar. This section contains shortcuts and tools for tech support duties. It will direct you to the management area for handling submitted tickets.

Step 7: Click the Issues Shortcut

Under the Support section, click the shortcut labeled "Issue." This will redirect you to the full list of all filed issues in the system. You can use filters to quickly find tickets assigned to you or your team.

Step 8: Issues and Ticket List

You will now see a list displaying all issue tickets, including their current status and priority. Review the list and identify the ticket you have been assigned or wish to update. Make sure to open the correct ticket by checking the Ticket Number and Subject.

Step 9: Open the Ticket You Have Resolved or Fixed

Click on the specific ticket that you have worked on and resolved. Review the full ticket history to ensure that all necessary actions have been completed. Confirm that the description of the resolution is accurate and complete before updating.

Step 10: Update the Status of the Ticket

Inside the ticket, locate the Status field and update it accordingly. Change the status to "Resolved" or "Closed" if the issue has been properly addressed. Add any final comments or documentation if needed before saving the changes.

Step 11: See if the Ticket Status has Changed

After updating, check the ticket list again to ensure that the status has been successfully updated. Make sure the changes reflect properly to avoid confusion or reopening of the ticket. Monitoring updated tickets ensures proper documentation and closure of support tasks.