### Configuring Parallels Business Automation - Standard Trouble Ticket System

The Provider Control Center allows processing problem reports that came from provider's customers, posting tickets for their customers accounts, and viewing trouble tickets posted by customers of your resellers.

The Reseller Control Center allows resellers to process trouble tickets posted by their customers and post trouble tickets to their provider.

Parallels Business Automation - Standard allows using either the built-in Ticket System or an external HelpDesk.

How It Works

Provider or reseller can configure the Trouble Ticket System in such a way that customers are able to submit trouble tickets both directly from the Control Panel web-based interface and send problem reports via e-mail. E-mail reports are automatically converted into corresponding trouble tickets.

Trouble tickets are managed and grouped by the following attributes:

- One attribute defined by a customer. This is the problem subject or category.
- Two attributes defined by provider:
  - Priority of problem (e.g., normal, high, etc.). Note that when you enable the Trouble Ticket System, you should select the default priority that will be assigned to all new tickets posted by customers. Later you can view the ticket details and assign another priority to a ticket.
  - Queue to place a problem report (e.g., new, on hold, etc.). Similarly to priorities, you should select the default queue to place all new tickets posted by customers. Later you can move a ticket to another queue.

Assigning Problem Reports Watchers

After a problem report is posted, provider or reseller can assign a trouble ticket to one of their staff members and set one or more problem watchers from their staff members. In case a ticket status changes, a watcher receives an e-mail notification sent to a staff member contact e-mail specified in his/her Parallels Business Automation - Standard user profile. In addition, it is possible to specify several internal e-mail addresses to send watcher notifications.

Trouble Ticket System Initial Setup

To use the Trouble Ticket System, you should make some initial settings, which are necessary for the Trouble Ticket System to work, namely:

- Create and enable one or more ticket categories (roughly pre-defined problem subjects) . Customers will select one or another category when placing a problem report from the Control Panel. Thus, it's better to have at least six categories, one per each zone of the Control Panel: for example: system, site, account/billing, etc.
- Create and enable at least one ticket priority.
- Create and enable at least one ticket queue.

To set up the Trouble Ticket System, please go to the Account Director - Support Manager - Setup. The Trouble Ticket System settings are grouped under several tabs:

- General. Here you can enable or disable the Trouble Ticket System or allow adding new tickets for your customers. In addition, you can switch the Trouble Ticket System to an external Helpdesk.
- Queues. Click to add a queue or reassign the default queue.
- Categories. Click to add a category or enable/disable the existing ones.
- Priorities. Click to add a priority or reassign the default priority.
- Mail Gates. Click to configure one or more mail addresses to receive trouble tickets via e-mail.

Configuring E-Mail Notifications About Rejected E-Mail Problem Reports

A problem report posted via e-mail can be rejected if:

- A Mail Gate a report was addressed to appears to be disabled by the moment a report was received.
- A Mail Gate is active, but The Trouble Ticket System is disabled globally.
- A Mail Gate is active and the Trouble Ticket System is enabled, but set to disallow posting new problem reports by customers.

The corresponding events for all the three cases were added. You can go to the Configuration Director - Event Manager and configure e-mail notifications for each event.

In This Section Trouble Ticket System General Setup External Helpdesk Integration Initial Settings for the Trouble Ticket System Configuring E-Mail Gates to Receive Problem Reports Managing Trouble Tickets

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