Ticket creation

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

New with Securepoint: 03.2025

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This article refers to a Beta version

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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.

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

Appeal

Step-by-step creation

Customer assignment

Contact details

Your request

Product

Additional information