The last view is the list of tickets in the environment. A ticket shows relevant information about the incident. For example, it shows the date of the last occurrence, the current state, and the owner of the ticket (person in charge of solving it).
Hayei should show tickets as soon as it arrives. Once the email comes, Hayei will list by default all the open tickets. Hayei allows different filters and sorting options.
Tickets Information
This section shows the #ID, the current name (the user can change that), the creation date, the last occurrence, the environment (the source of the alert), and other parameters that tell the current state and the person taking care of the ticket.
Ticket State
By default, a ticket starts with a NEW state. During the solution process (open incidents), other intermediate states like open, pending developer, pending reminder, pending customer, pending deploy, pending close, and blocked. After solving the problem, the ticket passes to a closed state. The status assignment is helpful to, for example, filter by state.
Ticket State History
Hayei keeps track of the state’s history. In a view, anyone can see the progress on each ticket.
Ticket Owner
In Hayei, a ticket can be assigned to a user (a support team member) to look up the ticket.
Incident Insights
Hayei shows the current label and severity highlighted with color for incident tickets depending on the severity. It also displays how often the error appears. An unknown label or severity means that Hayei does not have the criteria to assign a value.
Sometimes the alert arrives with a predefined name and severity based on previous feedback from the user. Therefore, those assigned values (tags) might not reflect reality. Then, the user can update both fields by clicking on the highlighted box or in the link below to correct them.
Labeling a ticket
To label a ticket, Hayei shows a popup to do it. After that, it is possible to reuse a label. However, in this scenario, unlike other types of data sources, Hayei does not merge the tickets with the same label.
Set Ticket Severity
Hayei presents the severity of the ticket using a five levels scale to indicate how much attention a ticket demands.
Healthy
No loss of service. The system is working as expected.
Low
Minor issues require action but do not affect the customer’s use of the product. Such defects can cause some malfunction but keep the software up and running. The workaround is easy and obvious.
Medium
Product features are unavailable, but a workaround exists, and most software functions are still usable. Minor function/feature failure that the customer can easily circumvent or avoid. The customer’s work has a little loss of operational functionality.
High
Important product features are completely unavailable with no acceptable workaround.
Critical
It represents a complete loss of service. Unfortunately, no workaround is immediately available.
After applying the changes, the ticket appearance changes.
Message
When a message arrives, Hayei shows the sender, the timestamp, and the message subject and body.
A user can reply to all the addresses in the message or just to the sender. In addition, it is possible to forward the message to another email address.
Click on reply all, reply, or forward the message is similar to clicking on <Write message> bottom. The only difference is the email addresses that appear in the <To:> field.
In addition to filling up the recipients, Hayei can also add a reply template and a copy of the original message.
Hayei also allows you to edit the current template and add your templates.
To add templates, the user needs to assign a name and the body of the new template.
Once the reply is complete, the user can send the email. After sending the email, the reply message appears in the ticket. It shows a collapsed version of the previous message and displays who replies to the client, the timestamp of the answer, and the message body.
The message shows the ticket number added to the original subject from the client side.
Hayei can add internal comments to a ticket. It means authorized users in Hayei can read but not the clients. It allows the exchange of information between peers directly.
The internal message appears with a different color to help identify them in the message chain.
Sometimes a client opens a new ticket about an open issue. In this case, Hayei allows merging both tickets and keeping everything in the same chain of messages.
To merge tickets, the user must select the parent ticket.
Hayei closed the child ticket merged the messages in the parent ticket.
