COMPLETE GUIDE TO THE TICKETING PORTAL

For the service owner:

The service owner is the one who offers the ticket service to their customers.

For those who have installed the D-TEC program, if you find the Ticket among the Sections, then it is already ready to use. If the Ticket Section is not present in the D-TEC program, you can install it for free in the D-TEC Marketplace among the add-ons. In the ReportOne program and in the Nios4 Templates, the Ticket can be installed in the Marketplace among the Add-ons.

To make the service available, what you will need to do is provide your clients with the link that you will receive once the installation procedure is complete. At that point, the respective clients will register for the service and after that they will be able to access all the features.

Once the entire installation procedure has been carried out correctly, there will be new tables and new features within the program. What will be important for the ticket service will be the Clients Table, the new Ticket Table, and all the new fields in the Info Table, visible below the Your Data Table.

Customer Section. The Customer section is where all your customers will be saved. With the update, when opening the Customer Card you will see a new field called Check Ticket. This field is a checkbox and is used to give the respective customer the possibility to use the service. If the flag is active, the customer will have privileges; otherwise, they will not. The mandatory fields for entering customer information are: Customer Name, E-Mail, Check Ticket, and Phone.
Ticket Section. In this section, you will find all support requests with the related information associated with a specific customer. The fields are No., which is the progressive number of the support request; the Title of the request; the Status, which indicates the current state of the request (Open, Suspended, Reschedule, Completed); the Priority, which indicates the urgency level of the request (Low, Medium, High); the Description of the request; the Request Date, which is the date the request was sent; and the Customer who made the ticket request. Each time a customer requests a ticket, this section will be updated with a new row, and you can later make changes such as updating the progress status of the request.

In the Table Your Data. In Options in the Table Your Data there will be a series of data to fill in for the operation of the ticketing service, some mandatory and others optional to customize the view of the Ticket fields.
MANDATORY FIELDS TO FILL IN in the table Your Data: In the additional Main table, it is mandatory to fill in the following fields: the Company Name, E-Mail and set a Logo for your business.
FIELDS ALREADY PRE-FILLED, BUT CUSTOMIZABLE (It is better not to change the name of these Fields) in the table Your Data: In the additional Ticket Table all fields are already filled in with the name visible both to the owner and to the client, when accessing their display panel:

The name of the personal email field. This information is found in the Table Your Data, in the additional Ticket table, E-Mail field (hover over the field to see exactly the name to fill in).
The name of the address field. This information is found in the Table Your Data, in the additional Ticket table, Address field (hover over the field to see exactly the name to fill in).
Name of the personal phone/mobile field. This information is found in the Table Your Data, in the additional Ticket Table, Phone field (hover over the field to see exactly the name to fill in).
Name of the personal business name field. This information is found in the Table Your Data, in the additional Ticket Table, Company Name field (hover over the field to see exactly the name to fill in).
Display title of the “Edit” screen (Customizable by the service owner). It is the title that will be seen when the user tries to edit the ticket request. You can fill in this field in the most appropriate way according to your needs.
Display title of the “New” screen (Customizable by the service owner). It is the title that will be seen when the user fills in a new request. You can fill in this field in the most appropriate way according to your needs.
Display title of the “Full List” screen (Customizable by the service owner). It is the title that will be seen when all requests related to the specific user are displayed. You can fill in this field in the most appropriate way according to your needs.
Service subtitle (Customizable by the service owner). It is the subtitle that the user will see on the login page. You can fill in this field in the most appropriate way according to your needs.
Service title (Customizable by the service owner). It is the title that the user will see on the login page. You can fill in this field in the most appropriate way according to your needs.
Name of the “Clients” table. It is the name of the table where all clients will be saved. To know exactly the name of the table go to the Tables section in Options.
Name of the client name field inside the “Clients” table. It is the field where the client's name is saved inside the corresponding table. To know exactly the name go to Options→Fields, search by the name of the table and copy the name found in the Field Name column.
Name of the email field in the “Clients” table. It is the field where the client's email is saved inside the corresponding table. To know exactly the name go to Options→Fields, search by the name of the table and copy the name found in the Field Name column.
Name of the phone/mobile field inside the “Clients” table. It is the field where the phone is saved inside the corresponding table. To know exactly the name go to Options→Fields, search by the name of the table and copy the name found in the Field Name column.
Name of the control field inside the “Clients” table. It is the field where the client's Ticket Check is saved inside the corresponding table. To know exactly the name go to Options→Fields, search by the name of the table and copy the name found in the Field Name column.
Main interaction table. It is the main table name where all your clients' requests will be displayed. In this case “ticket”. To know exactly the name go to Options→Table.
Name of the sub-table field where the client is saved in the main table. This is the field inside the additional Ticket Table (the one entered in the previous step) relating to the column where the name of the client corresponding to the ticket is displayed. To know exactly the name go to Options→Fields, search by the name of the table and copy the name found in the Field Name column. The field type must be “Sub Table”.
Filters. Filters allow the user to view only certain types of requested tickets. If you want to search based on different filters, these must be separated by a comma without spaces. You can only filter the parameters that are contained within Lists (to view all lists go to Options→Lists). The names to be entered are the columns that will be displayed inside the Ticket table (hover over the column to see exactly the name to fill in).
Name of the logo field. It is the field where the image of the company/business is saved in the Personal information (hover over the field to see exactly the name to fill in).

The Additional Table Ticket Fields is a table where you can set limits for your client on what they can view or how they can interact. It refers to the Ticket Section, so it will have as many rows as there are columns in the Ticket Section. The columns, visible in Tickets Fields, that are used to set the limits are:

Field name. It is the name of the column in Ticket and refers to N° (by hovering over it with the mouse in the Ticket table, it will display the actual name of the column to be written inside the field).
Mandatory. This is a check-type field and is used to enforce whether this parameter must be mandatory or not. If the flag is present, when the user fills out the ticket (or through modification) they will not be able to leave the field empty.
Default value. Through this column you can enforce whether to assign a default value to a specific field in case it is not filled in. So, when the user fills out a certain ticket request, if a specific field is left empty and a default value is set, it will automatically assign the value you have set in Ticket Fields. If the data type is "Date", by entering the value "1" the system will set today's date as the default value.
Visibility. Check-type column. If the flag is present, it means that this type of parameter will be visible to the user, otherwise not.
Clickable. Check-type column. If the flag is present, the user will have no possibility to interact with that type of parameter. They will be able to view it but will not be able to enter or modify the value of the parameter.
Editable. Check-type column. When the flag is present, at the time of creating a new ticket, the user will be able to enter values inside it. But when the user wants to modify specific details of the ticket, this field will no longer be accessible and therefore the user will not be able to enter any value.

N.B. Please note that all updates regarding new contacts, new tickets, and ticket changes will be notified via email.

For those who use the service:

The end customer will be able to access the ticket service through the link they receive from the service owner.

If this is your first time accessing the service, the first thing you need to do is register. Once you have filled in all the fields and submitted the registration request, you will be able to access the service by entering your credentials in the login form (the link will also be sent via email).

What the user will be able to do is add new ticket requests, modify certain parameters (according to the limits set by the ticket service owner), and view the list of requests made.

It is mandatory to request the activation of the Ticketing system by contacting D-One through the Support Portal

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