Using CERMM

Tickets

Basic on purpose: something to fix on a machine, and what happened until it was fixed.

A ticket

• A title and a description.
• A device, if it's about one.
• A priority: Low, Normal, High, Urgent.
• A status: Open, In progress, Waiting, Resolved.
• A timeline of notes and changes.

Opening one

• Tickets → New ticket, or n on the Tickets page.
• A device's menu → New ticket.
• A device's page: its Tickets section, under Alerts.

Resolve with a note; Reopen if it comes back. Opening and changing tickets needs Manage devices. Everything is in the audit log.

Not yet

Clients, email in and out, and time tracking come with the MSP edition.