Edit tickets

Processing tickets in the Securepoint ticket system

New with Securepoint: 03.2025

notempty

This article refers to a Beta version

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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

Ticket details

Subordinate tickets

Contact

Responsibilities

Dates

Ticket History

Add comment