Ticket Settings
Users have the ability to create templates for fault report tickets and enable automatic ticket generation when asset loans are overdue.
To edit the full ticket settings configuration, you must have super admin permissions.
Subcategories
There are two subcategories for editing tickets on this page.
Fault Reporting Settings
These settings enable automated configuration of a template when fault report tickets are generated from end users reporting issues with their devices at the smart lockers. Or alternatively, by administrators logging tickets directly on the ONARKEN portal.
A pre-configured ticket title and description format used for ONARKEN tickets generated when devices are returned with faults can be configured here. A default title and description will be set, but these are completely configurable to suit your needs. The user has several variables which can be used to adjust what data is displayed on ONARKEN and sent to administrators via email.
Simply press the copy button of the variable you wish to copy, and paste it into the title or description field.
Press 'Save' when done.
Overdue Loan Ticket Settings
These settings enable automated ticket generation when loaned assets go overdue. The 'Raise tickets for overdue loans' configures the ability for ONARKEN to automatically create tickets for overdue assets. If disabled, this section will be hidden.
A template ticket title and ticket description are editable in the same way as the fault reporting ticket settings. A series of variables are available here too.
Auto Close
This setting allows you to enable auto closure of tickets when overdue assets are returned. Disable this setting if you wish to manually review assets before enabling them for loan.
Delay before raising ticket
By default, an overdue loan ticket will be automatically raised as soon as an asset is detected as overdue by ONARKEN. A delay period of up to 24 hours can be added before the ticket is raised to give users a grace period, by using the slider control.
Press 'Save' when done.
Automated FreshService Ticketing Integration
The following features require a FreshService integration licence to be purchased at an additional cost. Please speak to LapSafe support if you wish to enable this feature.
The ONARKEN® integration with Freshservice has has some updated features to improve ticket automation, and to work with the new settings described above. ONARKEN® users can now automatically create FreshService tickets when asset loans go overdue, or when smart locker users submit fault reports.
When viewing tickets in ONARKEN®, if you have FreshService integration enabled, the table will display some additional columns. You will be able to see:
- An 'ITSM' column with the FreshService ticket number
- The FreshService ticket numbers in the table are links that will take the user to the ticket in FreshService
- The user can also press the options '· · ·' button to view the link to the FreshService ticket, or to go to the ONARKEN ticket page.
- A new ticket 'Type' to differentiate tickets created for overdue assets, and tickets created for faulty assets.
Tickets created directly on the management portal will also be copied into FreshService when connected.
How to enable the ONARKEN® FreshService ticket integration?
Read the following guides: How to enable FreshService integration with ONARKEN®? and How to automate ONARKEN ticket resolutions in FreshService