This guide outlines the process for a technician to create a ticket on behalf of an end user. This method is particularly useful when the end user cannot access their email or self-service portal, such as when their laptop or desktop won't power on. In these situations, the end user can contact a technician or service provider within the organization to create a ticket for them.
Step 1: To create a new ticket, navigate to the Ticket Management module on the left pane and click on New Ticket at the top right corner of the page.
Step 2: In the pop-up tab, select the end user/requester experiencing the issue.
Step 3: Technicians can identify themselves in the 'Reported By' section by entering their Name, Email, and Phone Number. This ensures the requester and support team have a point of contact.
Step 4: Enter the impact service and specify the service area the end user is having trouble with.
Step 5: Select the service classification based on the issue faced by the requester.
Step 6: Assign the ticket to the service technician working on the issue or to yourself if you're handling the problem. You can also add additional followers and relevant tags to the ticket.
Step 7: Provide a subject for the ticket and a brief description of the problem faced.
Step 8: Once all the necessary details have been filed, technicians can submit the ticket. If the issue is already resolved, submit the ticket as resolved. If work has started but the issue isn't resolved yet, submit it as pending. For new issues, click on submit as new.
Upon clicking submit as new, the ticket is created in the Infraon Infinity tool on behalf of the end user.
Now, a ticket has been raised for the end user stating the reason, and a corresponding technician will rectify the issue.
This is how a technician creates a ticket for an end user who is unable to access their email or the self-service portal.
Infraon Infinity offers three primary methods for creating tickets.
The first method is through the Self-service portal, where end users can log in and raise their tickets.
The second method involves an email-to-incident feature. By configuring the support email, any emails sent by an end user automatically generate a ticket in the Infraon Infinity platform.
The third method is via the technician portal. If an end user cannot use email or the self-service portal, they can directly contact a technician. The technician can create a ticket for the end user within the admin portal.
The following sections provide a detailed look at these different methods of ticket creation.
Created by Technician
Email to Incident
Self Service Portal
Trigger Configuration
This guide explains how to raise a ticket from the self-service portal. The self-service portal is a dedicated platform for end users to raise tickets and request services. To access this portal, the user, technicians, or admin must first grant the requester access.
Step 1: In the Infraon Infinity platform, navigate to the Infraon configuration located on the left panel, proceed to user management, and select the requester module.
Step 2: Add the respective end user in the requester module.
Admins must then share the self-service portal credentials with the end user.
Once the requester has the portal credentials, they're able to create a ticket.
Step 1: Use the login URL shared by the admins to access the self-service portal. Select the self-service option to continue.
Step 2: Enter the valid login credentials provided by the admins.
Step 3: After signing in, you'll be redirected to the homepage.
Here, requesters can browse articles, view raised tickets and requests and check allocated assets.
Step 1: To add a ticket, click on "Submit a ticket," located at the top right corner of the page.
Step 2: In the "I need help with" call-out box, select the type of service where the issue has occurred.
Step 3: Requesters can also add the Service classification in the respective call-out box.
Step 4: Enter a subject line stating the reason for raising the
ticket, for example, "Unable to authenticate."
Step 5: In the "Now let’s hear the details" section, describe the issue you're encountering in detail. You can also upload any attachments that help explain the problem by clicking on 'Add Attachments.'
Step 6: After entering all details, review them and click "Save" to submit the ticket.
The ticket will then be created in the self-service portal, allowing the end user to check its status.
The same ticket will also appear in the technician or admin portal.
Here, the technician can work on the ticket, assist the end user in resolving the issue, and finally close the ticket.
This guide explains how to create a ticket using the email-to-incident feature in the Infraon Infinity tool. This feature allows a requester or end user to send a ticket directly to a technician or the front-end administrator via a designated email ID. Before using this feature, it's necessary to configure the support mail ID in the Infraon Infinity tool.
Step 1: Navigate to Infraon configuration and locate Mail Automator, also known as IMAP configuration, which resides in the Infraon Automation module. This allows you to set up automatic ticket creation from emails.
Step 2: Click on the New Configuration located at the top right corner of the page to create a new IMAP configuration.
Step 3: Enter the necessary details for the mail configuration. Start by entering the mail server.
Step 4: Choose the authentication method and enter the email address and password in the designated fields. Requesters will use this email address to submit tickets via email.
Step 5: Now, specify the Client ID, Client Secret, Tenant ID, and Authority in the respective call-out boxes.
Step 6: Enter the SMTP server details in the Server Port Configuration section.
Step 7: After entering all required information, click Next.
Step 8: On the domains page, add the impact services. Use the Allow Duplicate toggle button as needed. To block any email accounts, select the Blocked Email option.
Step 9: For the "Approve all Domains" option, choose the domain ID from which tickets are to be created, or click on Approve All Domains to allow tickets from all domain IDs to be created in the administrator's portal.
Step 10: Once the necessary configurations are made, click ‘Submit’ to add the IMAP Configuration.
Step 11: Now, admins or users can share this configured email ID with the requesters or end users to create tickets using the email-to-incident feature.
Step 1: To submit a ticket via email, compose a new email and address it to the configured email address.
Step 2: Include a subject line for the ticket. Without a subject, the ticket won't be created in the admin portal.
Step 3: Summarize the issue for the technician. This helps the technician resolve the issue more quickly.
Step 4: After filling in the details, click Send.
Once the email is sent, a ticket is generated in the admin portal. Technicians can see the created ticket, source (email), subject line, summary, and the requester's name.
The technician can then start working on the ticket and provide a resolution to the end user.
This process, known as "email to incident," allows the end user to send an email that is converted into a ticket in the Infraon Infinity tool.
This guide explains the Trigger configuration module in the Infraon Infinity suit. Triggers are rules or configurations that trigger an alert or an event within Infraon. Infraon allows adding conditions to raise alerts or events when the specified rule is met.
There are two types of trigger configurations within Infraon. They are:
Alerts - Alerts are based on configured thresholds (refer to Threshold module for details)
Correlation - Infraon correlates events based on multiple conditions to trigger an action.
This functionality is crucial for automating ticket creation and sending alert notifications to users via email or SMS in response to system alarms, ensuring that users are promptly informed about any issues.
Step 1: To initiate trigger configuration in Infraon, access the Infraon Configuration from the left panel. From the main menu, select the Notifications option and locate Trigger Configuration within the menu.
After entering the Trigger Configuration section, a list of previously configured triggers will be displayed.
Step 2: Click on the 'Add Trigger' button at the top-right corner of the page. Choose 'Event Trigger' from the dropdown menu to set up a new event-based trigger.
Follow the steps below to add the required details in the 'Add Trigger Configuration' section.
Step 3: Assign a name to your trigger configuration. Next, set the trigger's status, choosing between 'Active' and 'Inactive.'
Step 4: You have two main options:
'Alert Raises’: The trigger activates when event data meets the specified criteria.
'Notify After Correlation': The system waits for a correlation process to complete before activating the trigger.
After making your selection, click Next to proceed.
Step 5: Define specific filters to determine which events should activate the trigger. Additionally, you can apply a Business Hours Profile from the available system options.
For instance, selecting a 24/7 profile ensures that alarms generated during these hours automatically trigger notifications or ticket creation.
Step 6: Optionally, you can configure notifications to trigger only when the Parent Node is operational using a toggle button.
For example, if the parent node is active but child nodes are down, alarms will still be triggered for the non-operational links. Activating this option means alarms are only generated for the parent node if both parent and child nodes are down.
Step 7: Users can delay the trigger action by setting a specific time delay in seconds.
The delay option allows for a range between 300 and 3600 seconds. Toggling the option off when necessary disable the delay.
Step 8: To refine the trigger criteria, multiple filter conditions can be added. By default, the severity filter is set to Critical, but you can include additional conditions for Major and Minor severities.
To add more conditions, select 'Add Condition' and choose 'AND' to apply them cumulatively. Filters include Alarm Message, Asset ID, Hostname, IP Address, Device Type, and more, ensuring that the conditions match your requirements.
Step 9: Click Next to proceed to the action details after defining your conditions.
The action page has two main options: Notify or Create a Ticket.
The system supports multiple notification protocols, including SMTP (email), SMS gateway integration, and REST API endpoints. The notification delivery mechanism is executed based on the selected protocol configuration.
Let’s see each one in detail:
Step 1: Select the recipient email address from a dropdown or enter it manually. Optionally, you can add a CC and define the email subject.
Step 2: The email body supports dynamic content injection through macro implementation using double curly braces ({{). The system provides predefined macro variables, including network parameters (IP_ADDRESS, HOSTNAME) for customized alert messaging.
Step 1: Create a custom SMS message describing the trigger action.
Step 2: Specify the recipient's phone number from the dropdown box.
Step 1: Select the appropriate API from the list of registered APIs.
Step 2: Choose the GET or POST method and enter the endpoint respected URL.
Step 3: Select the content type (e.g., application/JSON) and provide the required data in the corresponding fields.
Once the notification channel configurations are completed for the selected protocol (email, SMS, or API), the system executes a validation sequence and confirms successful trigger deployment.
Several toggles are available during ticket creation, such as 'Impact Service,' 'Resolve if Cleared,' and 'Reopen if Necessary.' Let’s break down these options:
Impact Service: If this toggle is enabled, users are prompted to choose a service impacted by the event for ticket creation. The available services will be displayed in a dropdown menu. Once a service is selected, the created ticket will be automatically linked. This optional step allows users to associate a service or leave the feature disabled.
Resolve if Cleared: Enabling this option allows the system to resolve the ticket automatically when the event has been cleared. This feature is optional and should be selected if users wish the ticket to close upon resolution of the alarm.
Reopen on Re-alarm: Activating this toggle ensures the system reopens the ticket if a re-alarm or event recurrence occurs. Initially, the ticket moves from an open to a resolved state, but with this option enabled, the ticket status will change to 'in progress' upon re-alarm.
After adjusting the necessary settings, click the Submit button.
A confirmation message will appear, indicating that the trigger has been successfully created and is visible in the trigger list.
You can configure multiple triggers for scenarios requiring multiple actions (e.g., notifying users and creating tickets for the same event).
Once configured, triggers will activate based on the predefined thresholds. You can monitor triggered events in the events module, where details like event ID and ticket ID are displayed.
Tickets can be accessed through the ticket module, and corresponding notifications are sent to designated recipients, providing full traceability of the trigger configuration process.
