Ticket creation

Thumbnail for — **Short video introduction**

Manage tickets in Securepoint's new ticket system

New with Securepoint: 03.2025

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This article refers to a Beta version

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The Securepoint ticket system provides quick access to support in the event of questions or problems.

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Please before creating a ticket

Check whether the topic has already been covered in the wiki
Create sufficient log data
Compile basic information
- Software version
- Hardware: Gx / own hardware / VM (possibly virtualization system)
- Cluster operation?
- Direct Internet access or additional routers, modem, etc.?
Ensure remote access if necessary
Create ticket

See also our wiki: Targeted ticket creation - Howto

Overview: Dashboard

Menu Navigation Dashboard

The dashboard of the ticket system provides quick access to all necessary information and allows direct access to created tickets

Sales team

Information about the sales team Display contact information for your own sales team. The option for a opens a dialog box where you can enter a phone number (pre-filled) and a message.

Appointments

With one click, you can display Show or hide Hide previously agreed meeting dates. Appointments can be added during processing after creating a ticket, but they still need to be confirmed by Securepoint Support. (See: Processing Tickets / Appointments) The view can be customized:
Customize overview content:	Show weekends Show only my appointments Show only my appointments	The various checkboxes can be used to select and deselect the respective options	Monthly overview of appointments
Adjust overview period:	Month Week Tag Timeline	Adjust the overview period

Tickets

Column	Value	Description
Overview of all tickets. A new ticket can be created using the Create ticket button. More detailed information can be found here. The two tabs can be used to display only open or only closed tickets. Additional filter options are available using the other buttons:
Input field or button		Description	Ticket overview in the dashboard
Search		Search bar to search tickets by title
Delete search		Resets the search
Filter by tags		Filter tickets by tags selected tags
Filter by account		Filter tickets by selected reseller or customer
Reset filter		Reset all filter settings
/ /		By clicking on the column header, the values can be sorted in ascending order (smallest or oldest value first) or descending (largest or newest value first).
The table displays the following information
Title	[#TT123456789] UTM Lüfter ist sehr laut	Ticket number and title or subject of the tickets. Clicking on the entry opens the ticket details.
Tags		Tags assigned to the ticket
Company	TTT-Point AG	Company to which the ticket relates
Reseller	Anyideas GmbH	Reseller responsible for the company concerned
Status	Open	Status of the ticket
Created	February 1, 2025	Time of ticket creation
Last Action	5 days 21 hours	Time elapsed since the last action on this ticket
Actions	Edit	Edit ticket

Create tickets

Menu Navigation Create ticket

Create tickets in 6 steps:

Customer assignment
Contact details
Inquiry
Product
Additional information
Create ticket

Warnung: Der Anzeigetitel „Ticket creation“ überschreibt den früheren Anzeigetitel „New Securepoint ticket system“.

Step-by-step ticket creation with the Securepoint ticket system

New with Securepoint: 03.2025

notempty

This article refers to a Beta version

-

Appeal

Tickets can be created in the Securepoint ticket system under Navigation Create ticket .

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Please check in advance whether the issue has already been addressed in the wiki

Step-by-step creation

When creating a ticket, various pieces of information are requested.

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Customer assignment

Caption	Value	Description	Customer assignment
Customer	[123456] TTT-Point AG	Customer or reseller for whom the ticket is to be created. Enter letters to display customer selection
Project Only if available for the selected customer		If the issue relates to an ongoing project, this should be selected here. This enables quick assignment to the respective Securepoint contact person for this project.

Contact details
Edit contact details		Enable editing of contact details	Contact details
Insert your own data		Overwrites individual values with the stored contact data
Name	Homer Simpson	The name of the primary contact person for this ticket. After the ticket has been created, additional contact details can be added if necessary.
Preferred method of contact	E-Mail Telefon	Select preferred method of contact
Email	homerS@ttt-point.de	Updates regarding this ticket will be sent to this email address.
Telephone		Phone number of the primary contact person for this ticket. For all numbers outside Germany, the country code must also be included.
Phone (alternative)		Alternative/Second phone number
Notify contact		Send notification to contact after ticket creation

Your request
Subject	UTM fan is very loud	Clear and concise subject line that summarizes the request	Request
Description	The UTM fans are continuously very loud. The problem was noticed this morning. Rebooting did not help. Utilization is as usual, no abnormalities to be seen.	Detailed description of the problem, including all specific error messages or codes. Include a step-by-step description of how the problem occurred.
Attachments		If appropriate, files can be uploaded (maximum 5 MB) Allowed file types: image/jpeg, image/png, message/rfc822, text/csv, text/markdown, text/plain, application/pdf, .csv, .eml, .jpeg, .jpg, .log, .md, .png, .txt, .utm, .pdf
Department	Support	Select the department that best suits your needs Automatically selected using AI based on the subject line, but can be changed notempty During the closed beta phase, only support tickets will be processed

Product
Product	UTM	Selection of the specific product	Product
Product version Only with UTM and UMA	14.0.1	Version of the product
Hardware-SNr Only with UTM and UMA		In case of hardware problems, the serial number of the system should be provided to enable further testing. Expected format: 'R' or 'SP' followed by digits. (Usually found on a sticker on the device)

Additional information
Type of request	Disturbance	Type of request	Additional information
Visibility	Reseller
Visibility	Visibility of the request Reseller: All reseller employees and authorized Securepoint employees can view the ticket. End customer: All end customer employees, the current user, and authorized Securepoint employees can view the ticket. Reseller, end customer: Employees of the reseller and the end customer as well as authorized Securepoint employees can view the ticket. Personal: Only the creator of the ticket and authorized Securepoint employees can view the ticket. Private: Only the creator of the ticket and employees explicitly assigned to the ticket can view the ticket.
	Create ticket	Saves the information and creates a ticket

Edit tickets

Menu Navigation Dashboard Select ticket line Edit

A ticket is processed (further information, appointments, etc.) via direct selection in the dashboard

Ticket details

Details about a ticket. Some details can be viewed by clicking on the corresponding button Edit.
Additionally a Add comment can be inserted directly using the corresponding button at the bottom of the page

Caption	Value	Description
Caption	Value	Description	Ticket processing Ticket details section
Title	UTM fan very loud	Title or subject of the ticket
Status	Open	Ticket processing status
Visibility	Reseller	Ticket visibility
Visibility	Reseller: All reseller employees and authorized Securepoint employees can view the ticket. End customer: All end customer employees, the current user, and authorized Securepoint employees can view the ticket. Reseller, end customer: Employees of the reseller and the end customer as well as authorized Securepoint employees can view the ticket. Personal: Only the creator of the ticket and authorized Securepoint employees can view the ticket. Private: Only the creator of the ticket and employees explicitly assigned to the ticket can view the ticket.
Tags	-	Tags assigned to the ticket
Serial number / License	-	Serial number or license of the affected product
Product version	14.0.1	If available, the current version of the affected product
Package number	-	Package number of the affected package
Public IP	-	Public IP address through which the appliance can be accessed
Main ticket	[#TT987654321] UTM fan problems	If it is a sub-ticket, the main ticket is displayed here
Main ticket	Remove main ticket	Removes the link to the main ticket
Project	-	Project to which the ticket is assigned
Reseller	[654321] Anyideas GmbH	Reseller for the affected customer
End customer	[#123456] TTT-Point AG	Affected end customer
Created	14.02.2025 13:36 from Homer Simpson	Time of creation and user who created the ticket
Last change	24.02.2025 09:36 from Homer Simpson	Date of last change and user who made the change


Subordinate tickets
Caption	Value	Description	Ticket processing section Subordinate tickets
Ticket number	#TT123454321	Uniquely assigned ticket number of the subordinate ticket
Title	Subordinate ticket	Title or subject of the subordinate ticket
Actions	Edit	Edit subordinate ticket or add a comment
Actions	Delete	Delete ticket as a subordinate ticket (only the assignment as a subordinate ticket is deleted, not the ticket itself)


Contact View and edit the contact details associated with the ticket.
Button		Description	Ticket processing section Contact
Add contact		Add another contact
primarysecondary		Selection between existing and added contacts
Edit		Editing individual data points for the contact
Remove		Editing individual data points for the contact

Contact person	Homer Simpson	Name of the contact person
Organization		Organization of the contact person
Telephone		Contact person's phone number
Alternative telephone number		Alternative telephone number of the contact person (e.g., cell phone number)
Email	homer@ttt-point.de	Email address of the contact person
Preferred contact method	E-Mail	Preferred contact method (email/phone)
Available on	Monday, Tuesday, Wednesday, Thursday, Friday	Weekdays on which the person can be reached
Available from	08:00 - 12:00	Period of time during which the person can be reached


Responsibilities
Caption	Value	Description	Ticket processing section Responsibilities
Group	Support.Default	Group responsible for the ticket
Processor	Marge Simpson	Securepoint employee processing the ticket
Assistance	Lisa Simpson	Securepoint employee who assists with processing the ticket
Limited to	-	Restriction of responsibility for processing the ticket to specific persons


Dates Appointments can be booked using the Add appointment button. An overview of all appointments for this ticket can be found in the table. A distinction is made between requested, confirmed, canceled, and completed tickets. notempty Appointments can only be created once the ticket has been assigned to an agent by support notempty New appointments initially have the status Requested and must still be confirmed by a Securepoint employee
Caption	Value	Description	Ticket processing section Dates
Date	25.02.2025	date of the appointment
Time	09:00 - 09:15	Duration of the appointment
Contact	Mr Homer Simpson	Contact person who will attend the appointment
Details	-	Details and description of the event
Actions	Edit	Edit appointment


Ticket History Overview of all comments. The asterisks () mark your own comments.
Button		Description	Ticket processing section Ticket history
All		Number of comments to display

Show history		Show comment history
Edit		Edit comment
Delete		Delete comment
/		Show/hide comment


Add comment Add a new comment to the ticket to record new findings or information
Caption	Value	Description	Datei:Tickets Bearbeitung Kommentar-en.png Ticket processing section Add comment
Comment		Comment content Markdown formatting is supported
Notifications		Select contacts who will be notified about the new comment
Upload attachments		Attach files of up to 5 MB to the comment Acceptable file types: image/jpeg, image/png, message/rfc822, text/csv, text/markdown, text/plain, application/pdf, .csv, .eml, .jpeg, .jpg, .log, .md, .png, .txt, .utm, .pdf
Encrypt comment Additional field (added manually)		The comment is encrypted in the database and deleted after one month
Tags Additional field (added manually)		Add tags to ticket
Add field / Remove		Add/remove additional field (Encrypt comment and Tags)
Save comment		Save or add comment