Ticketing Portal: Navigation Overview

Portal

Go to the portal and select your application group from the following options shown below.

Customer Support

Within an application group, if Customer Support is selected, fill in the fields, Subject, Environment(s), Module, and Description with any applicable information. Below is a table that lists the fields and the information required in each of them.

Fields	Information Required
Subject	Title of the request
Environment(s)	The environment(s) in which the solution should be applied
Module	The category of the request.
Description	Brief summary of the request
Attachments	Any files/documents/screenshots that would provide additional information

Environment Refresh

If Environment Refresh is selected, fill in the fields, Environment(s) and Summary. In the Environment(s) field, select the environment(s) in which the solution should be applied, and in the Summary field, give a brief summary of the request.

Help Center

The Ripple Treasury Help Center has a search engine in which keywords can be typed to find relevant information, as well as quick links to Help Articles, as shown below.

Requests

In order to view all of the requests that you or anyone in your organization has raised, click on your avatar icon on the top right corner. Then, click on “Requests”. If you have any open requests that you created, the number of those requests will be displayed as shown below.

Searching Requests

Once “Requests” is selected, you will be able to see a list of all the open tickets that either you or members in your organization created.

The search bar can be used to locate a specific request by typing in a keyword/phrase. As shown below, once “TA” is typed in the search bar, the result that appears is a request that contains “TA” in its Summary.

Request Columns

Below is a table that lists the column headers of the request list and their meanings.

Column	Definition
Type	The request type. It defines the nature of the service or support needed when creating a ticket.
Reference	This is the key identifier of the request.
Summary	Title of the request
Status	This will state whether your request is open, closed, submitted e.t.c.
Service Project	A central place to create and track requests. This will always be Client Support.
Requester	The name of the user that created the request.

Filtering Requests

The list of requests can also be filtered according to multiple different groupings. As shown below, it can be filtered by who it was created by (a), status (b), and the request type (c).

The option, “All”, means all requests created ONLY within your organization.
If “Created by me” is selected in the filter, as shown below, a list of all the open requests that you created will be displayed
If “Where I am a participant” is selected, the requests displayed will be requests that were raised by another user in your organization and were shared with you individually.

Profile

On the homepage, click on the upper right-hand corner to either log out or find your profile, which has details such as your name, email address, language, and time zone.

Request Statuses

A request can go through multiple statuses once it has been created. Below is a list of all possible statuses and their meanings:

Status	Definition
Ticket Submitted	Once a request is created, this status will be displayed. Then once it is assigned to an agent, the status will change color from to .
In Progress	This will be displayed once the agent begins working on the request.
Waiting for Customer	This will be displayed if, as the agent is working on the request, they respond with a comment asking for additional information. Once the customer responds, the status will return to In Progress.
Under Review	This will be displayed if the request is either a bug or enhancement and has been transferred to the Ripple Treasury Product Team.
Resolved	This will be displayed once a solution to the request has been established.
Closed	Once the ticket is closed, the status will be appear as “Closed”.
Canceled	The ticket can be cancelled by the customer before it has been assigned to an agent

Once the request has been assigned to an agent, you receive an automated email indicating the status of your request and the agent it was assigned to.