To raise a ticket either use the Quick Access menu as shown above or go to HRIS > Helpdesk and click on "Raise Ticket" button.

1. You have to select priority, type, category and other fields as per the setup
   
2. Provide the Subject and give remarks and click on "Submit"
   
3. You can optionally attach documents using "Upload" button
   
4. You cannot change anything once you submit the ticket
   
5. Any changes to the ticket are intimated through alerts
   
6. You can input more comments if you feel that the response is not adequate or as a reminder to the support representative
   
7. Support representative who is assigned the ticket can also communicate with you through the remarks
   

Ticket Status

A ticket can have following status
1. Draft : ticket has not been submitted
2. Open : ticket has been submitted but it has not been assigned to a team member
3. In Process : ticket is being worked upon
4. Closed : ticket has been closed
5. Feedback Pending : you need to give feedback on ticket closure
6. Feedback Completed : feedback has been given

Explanation of row colors

In the ticket table rows are shown in three different colors depending upon the status of ticket
1. No color - ticket is under normal resolution time
2. Green - ticket has been closed in normal resolution time
3. Yellow - ticket is in L1 - L4 escalation but SLA has not been violated
4. Pink - SLA has been violated

When the ticket is finally closed the status is updated as closed. End status of ticket color would be green, yellow or pink.