Detail Ticket

On the Ticket page, select the ticket for which you want to view data information by clicking on the ticket label in the Subject column.

The Ticket Details page will appear, displaying several pieces of ticket-related information. You can attach supporting evidence and add additional details to the ticket. The Ticket Details page includes several features, as described below:

Attachment

Attachment is one of the features available in the Service Portal AI under the Ticket menu, which allows you to upload supporting evidence related to the reported issue in Word/PDF format. You can follow the steps in the sub-section Add Attachment.

Worklog

Worklog is a feature in the Service Portal AI Ticket menu that displays records of work duration logged by the support team while handling the ticket. The information shown includes Owner, Time Taken, Start Time, End Time, and Type.

To view the detailed worklog, press the Detail button.

Resolution

Resolution is a feature in the Service Portal AI Ticket menu that displays the resolution details provided by the administrator in response to the user’s request.

Disscussion

Discussion is a two-way communication feature in the Service Portal AI Ticket menu that enables interaction between you as the user and the Cloudeka support team regarding the ongoing ticket. This feature also allows file uploads in specific formats (such as .png, .pdf, .docx, etc.) with a maximum file size of 10 MB. You can follow the steps in the sub-section Disccussion with Cloudeka Support Team.