##### Processing Trouble Tickets

To view trouble tickets:

1. Open the Account Director submenu on the Navigation tree and select the Support Manager. The Support Manager dashboard appears on the screen.
2. Click Tickets on the Support Manager submenu. The list of trouble tickets appears on the screen.

To change a trouble ticket attributes:

1. Click on the trouble ticket summary. The ticket details appear on the screen.
2. Click the Edit button. The screen reloads with the trouble ticket attributes for editing.
3. Edit the trouble ticket attributes:
   - In the Subject field, you can edit the short description of the problem;
   - You can change the ticket category by selecting the category from the Category drop-down menu.
   - You can move the ticket to another queue by selecting the queue from the Queue drop-down menu.
   - You can change the ticket priority by selecting the priority from the Priority drop-down menu.
   - You can assign one or more default watchers for trouble tickets belonging to a category, queue, or having a given priority. The burden of a trouble ticket watcher is simple: when a trouble ticket is created and later, every time a ticket status changes, the corresponding notification is sent to a watcher e-mail. You can assign one of your staff members (all of them have e-mail addresses in Parallels Business Automation - Standard and thus, notifications will be sent to staff members contact e-mails) or specify one or more e-mail addresses (maybe internal) to send notifications about a trouble ticket status. To assign a watcher among your staff members, select a staff member name from the Staff Members menu (to select a staff member click on his/her name) and then click the >> button to move the name(s) selected to the Assigned Staff Members menu. To assign some additional e-mail addresses to send trouble ticket status reports, type e-mail addresses into the Set watchers one per line field (one per line, as the field name tells).
4. Click the Update button to save changes.

To process a trouble ticket:

1. Click on the trouble ticket summary. The ticket properties appear on the screen.
2. In the Process ticket section of the form, set the radio button to one of the following:
   - Just comment. In this case, you can type the comment in the Comment textbox. If you want this comment be visible for your customers, mark the Visible for Customer checkbox (in this case, a customer that had poster the report will see this comment in the ticket details, in the Control Panel Help & Support zone.
   - Close ticket. If the problem is solved, you can close the ticket and add a comment for a customer.
   - Delete ticket. If you do not intend want to deal with this ticket anymore, set the radio button to this option. Do not forget to add a comment to both the Subject field and the Comment textbox.
3. Click the Process button to process the trouble ticket.

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