Hurdman Communications
TicketTRACKr

www.TicketTRACKr.com

Getting Started

Logging In

Open A New Ticket

List Open Tickets

View Ticket Details

Frequently Asked Questions

Logging In

Logging into TicketTRACKr allows you to submit requests. We refer to this as opening a ticket. You can also view your other previous and current tickets, check their status, add comments, etc. If you do not know your username and password please contact your team leader. There are theee ways that you can use to get into TicketTRACKr:


Log In to View All Tickets

Enter your username and password leaving the ticket field blank. This will take you to a list of your available tickets.

Log In to View Specific Ticket

Enter your username and password along with the specific ticket you wish to view.

View Specific Ticket Without Logging In

Leave the username and password fields blank and enter the specific ticket you wish to view. This will open the specified ticket in read only mode. No modifications will be permitted in this mode. To add comments or make changes to a ticket, you must log in.

 

List Open Tickets

Once you have logged in, you can view/modify any current ticket in the list displayed or open a new ticket. In the example above there are no existing tickets yet. Click on the Open Ticket button to open a new ticket.

 

Open A New Ticket

Date/Time:The date and time this ticket was opened<./td>
Ticket #:The ticket number assigned to this ticket.
Type of Request:Select the most appropriate type for your request.
Title:Contact title (your title).
Contact:Contact name (your name).
Add/Edit Contact (Button):Add or edit contacts for your bureau.
Email:Email address of contact (you).
Subject:The subject of your request. Use concise informative words.
Please Complete By:The date by which you would like this request to be completed.
Request:Enter the details of your request here.
Attach File (Button):Use this button to attach files that you need to send to us.
Submit Ticket (Button):Submit your request when all fields have been entered.

 

List Open Tickets

The newly opened ticket now appears in your list.

 

View Ticket

Opened:The date and time this ticket was opened.
Ticket #:The ticket number assigned to this ticket.
Type:The request type of this ticket.
Handled By:Member of Hurdman staff currently assigned to this ticket.
Contact:Contact at Bureau associated with this ticket.
Email:Email address of contact.
Requested Completion Date:The date by which you requested this request to be completed.
Estimated Completion Date:The date by which Hurdman estimates this request will be completed.
Estimated Time to Complete:Time in minutes to complete request.
Time Spent:View actual time spent on this ticket.
Closed:The date this ticket was closed, or "open" if currently open.
Subject:The subject of your request.
 
Comments by Hurdman staff members and your bureau are listed below in typical message forum format. Click "Add Comment" to add comments.

 

Frequently Asked Questions

Q. I have received an email from TicketTRACKr. What do I do now?

A. This email was sent to you because a ticket receieved a status change. Possible status changes include: The ticket was opened; The ticket needs information from you; The ticket's ETA changed; The ticket was closed.

You will need to refer to the body of the email to determine which action (if any) is needed from you.

Q. A ticket was closed that needs addtional work. Can I reopen it or do I need to submit a new ticket?

A. If the additional work is not directly related to the ticket, then it is preferable for you to open a new ticket. If the additional work is directly related to the closed ticket and you need to reopen it, simply add a comment to it stating your request. This will cause the ticket to automatically be reopened.