How to submit a ticket?
How can I submit a support ticket?
Users can also email: stac.helpdesk@cipi.net
What information should be included when submitting a ticket?
When submitting a ticket users should include the following information:
Field | Description |
| Account Name | Agency (This information will be pre-populated) |
Product Name | Indicates the Product the question is related to (STAC 2, STAC 3, Portal) |
Current Release | Indicates the current release for the product. This is extremely helpful when reporting a possible bug. |
Classification | Indicates the type of support needed. (Question, Problem, Feature, Other) |
Priority | Indicates the priority for the ticket. (Low, Medium, High, Critical) Critical should only be used if STAC is down and users are not able to access the application. |
| Category | Indicates the general area related to the issue or question. |
Subject | Indicates the Subject of the question. Other users from the same agency can view all tickets submitted, so make sure the Subject is written clearly to indicate the question or problem, so it is helpful for your team to easily identify or reference in the future. |
Description | The description of the issue, this should include all the information related to the question or steps to reproduce a reported issue. |
Users are also able to add a screenshot or supplemental files at the bottom of the ticket, by selecting Attach a file
When submitting a Problem or a Feature ticket, there are some additional fields to help give more information.
Additional fields when submitting a Problem ticket:
When submitting a Problem, users are able to add any additional files to help show the issue. In addition, we have optional fields including the error message, the desired result, and the actual result.
Additional fields when submitting a Feature ticket:
When submitting a Feature ticket, users have optional fields including an additional requirement and an expected timeframe for delivery.
How to use the Classification field?
The classification is a field to help indicate what type of support is needed.
Classification | Description |
Question | Indicates a question of how to complete an action or do an action within the application |
Problem | Indicates a possible bug found in the application that requires a CIP Representative to connect or reproduce an issue to be corrected in a future version. |
Feature | Indicates a feature that an agency is looking to add to the application. This would include things such as a new field or ne module. These should be set with a Low Priority. |
Other | Indicates other tickets such as requests for a meeting, invite for a call, etc. |
How to use the Priority field?
| Priority | Description |
Low | Cosmetic issues, minor bugs, general questions, or enhancement requests. |
Medium | Errors affecting non-critical functionality, impacting some but not all users. |
High | Major functions unavailable (e.g., inability to open cases, run critical reports, or widespread performance problems). |
Critical | Complete system outage |
What are the ticket Statuses?
The status of a ticket indicates if the CIP representative is working on the ticket, waiting for customer to provide more information, or if the ticket is closed.
Status | Description |
New | Indicates the ticket was submitted |
In Progress | Indicates the ticket is assigned to a CIP Representative and is being reviewed |
Waiting on Customer | Indicates CIP has replied and is requesting more information from the client in order to proceed with the ticket |
In Development | Indicates the ticket was a bug and is being sent to the development team to be corrected in a future version |
Resolved | Indicates the question or issue was resolved and there is nothing else to be addressed |
Closed | Indicates the ticket is complete and the customer can no longer reply to the ticket |
A ticket that is in the Status: Waiting on Customer, will automatically be closed after 5 days. Once a ticket is closed, users will need to open a new ticket.
How to view current and past tickets?
When users are logged into the Helpdesk Portal, they will be able to view all of their tickets, as well as all of the tickets that were submitted by the same Agency.
To add a new ticket and view other tickets, select the Header Ticket Submission.
Users are able to filter the view to see their tickets, the agencies tickets, open tickets, closed tickets, etc.
Users are able to filter the view to see their tickets, the agencies tickets, open tickets, closed tickets, etc.
Can I view other tickets submitted by my Agency?
Yes, users are able to see all tickets submitted by their agency. However, users are not able to see tickets submitted by other agencies.
To view all tickets for your agency, make sure the filter is set to Team Tickets!
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