Tickets
The Tickets page displays submitted tickets for the current Site.
This feature is disabled by default. To enable this feature, go to Organization Settings and select Enable Ticketing.
Only users with Super Administrator permission right will be able to turn it on or off.
To display tickets, click 
and select All, Active, Closed, My Tickets or Unassigned.
and select All, Active, Closed, My Tickets or Unassigned.  | The option My Tickets checks both the Owner and Assigned To parameters. When this option is selected, tickets under which the current user (logged into the console) is the Owner of or Assigned To will be displayed in the grid. The option Unassigned checks only the Assigned To parameter and displays tickets that have not been assigned to anyone. |
The following information is displayed:
• Computer
• Groups
• Ticket ID
• Ticket Status
• User Email
• Description – Click 
or 
to view the full description and attached files (if there are any). To download the attached files, click 
.
or to view the full description and attached files (if there are any). To download the attached files, click .• Date Added
• Last Modified On
• Last Modified By
• Source
• Priority
Actions
The Actions shortcut provides quick access to important actions for tickets, allowing administrators to perform certain actions relevant to the current grid across multiple computers.
 | This shortcut is available only when the Show Grid Checkboxes option is enabled. |
Select at least one computer to perform the following actions:
• Ticket Actions: Open, In progress, Closed, Edit Ticket, Delete Ticket
• Assign: Assign Ticket, Assign Owner
• Ticket Details: View Ticket, View History
• Remote
Remote
The Remote function allows remote access to the computer (such as hardware and software configurations) for a one-to-one assistance when providing technical support. This feature is available only for online computers.
Log off User
This option forces users to log off during RDP/VNC remote sessions. Once you have enabled this option, you can select to warn the user before being logged off and set up to a maximum of 5 minutes to allow the user to save their current work. Otherwise, the active user will be logged off and any unsaved work will be lost.
RDP
Click RDP to connect remotely to the selected computer. Once user grants permission, you will have 30 seconds to enter your credentials.
VNC/VNC Setup
VNC should be installed on the target computer as well as the computer where Deploy console is run. If VNC is not installed on the machine where Deploy console is run, you cannot connect to the targeted computer.
Complete the following steps to install and set up VNC on the target computer:
1. Click VNC or VNC Setup. You will see a list of computers without VNC on the network.
2. Select a single computer by clicking on the name of the computer. To select multiple computers, use CTRL+CLICK or SHIFT+CLICK (CMD+CLICK for Mac). To select all computers, click Select All Computers.
3. Click Next.
4. Enter a password then click Setup. This will install VNC on the target computer.
When the target computer you are connecting to is active and currently logged on, the user will be prompted to approve the request to connect. When there is no response to the request to connect within 60 seconds, the request is denied.
When the target computer is logged on but locked, the request to connect is automatically allowed.
5. Click OK to complete the setup for remote connection.
VNC is now set up.
View Screen
Click View Screen to view the screen(s) of the selected computer. If there are multiple monitors attached to the computer, select to view any monitor (1 or 2) or all monitors. You can also set to refresh the view every X seconds.
View History
The View History page displays the history of the ticket starting from the creation date and every subsequent update. Select a ticket and click View History.
New Ticket
Creating new tickets can be done in three ways:
• Through Deploy console
• Through Windows Notification Bar (locally from the computer)
• Through email
To Create Tickets through the Console:
1. Click New Ticket.
2. Select a computer through the drop-down list or by typing a letter or number in the search field.
3. Owner – Click Add and select an owner from the list, then click Assign Selected User as Owner.
4. Assigned To – Click Add and select a single or multiple users from the list, then click Assign to Selected Users.
5. Description (Required) – Enter a description for the ticket.
6. Attach File – Click Upload to attach a file. Supported file types are txt, csv, jpg, png, doc, pdf, xls, xlsx, zip up to a maximum size of 5 MB.
7. Notify User – Enter the email of the user you wish to receive notification of the ticket.
8. Priority – Select the level of priority from the drop-down list.
9. Click Save.
To Submit Tickets through the Windows Notification Bar
The Ticketing service must be installed with Deploy agent on the local computer to be able to submit tickets. After the installation is complete, tickets can be created by clicking the Ticket icon that appears on the system tray and filling out the ticketing form.
To customize the ticketing form, go to Organization Settings > Organization-wide Settings > Enable Ticketing > Click Here to Edit the Form.
To Submit Tickets through Email
Users working in an organization or Site can submit tickets to Faronics Deploy via email. The email for creating the ticket should be added to the Site and configured to receive tickets and reply back with notifications or answers as needed. Emails cannot be duplicated, and each Site must have its own email.
Mapping to email IDs on your domains for personalization is supported.
To map ticketing emails, go to Organization Settings > Organization-wide Settings > Enable Ticketing > Map Ticketing Emails.
Assign Ticket/Owner
Complete the following steps to assign a ticket:
1. Select a ticket.
2. Click Assign > Assign Ticket.
3. Select the user(s) you wish to assign to this ticket.
4. Click Assign to Selected Users.
Complete the following steps to assign an owner:
1. Select a ticket.
2. Click Assign > Assign Owner.
3. Select the user you wish to assign as owner of this ticket.
4. Click Assign Selected User as Owner.
Ticket Actions
Select a ticket and click Ticket Actions, then select whether to View Ticket, Edit Ticket or Delete Ticket.
Change the status of a single or multiple tickets by clicking on the name of a ticket or using CTRL+CLICK or SHIFT+CLICK (CMD+CLICK for Mac) to select multiple tickets. Click Ticket Actions on the top right and select Open, In Progress or Closed.
Open tickets can be changed to In Progress or Closed status.
In Progress tickets can be changed to Closed status.
Closed tickets can be changed to Open status.
When closing a ticket, you can choose to send an email to the user who submitted this ticket confirming that the ticket has been closed.
View Ticket
Complete the following steps to view a ticket:
1. Select a computer.
2. Click Ticket Actions > View Ticket.
3. Click 
to edit the ticket, or click Close Ticket to close the ticket.
to edit the ticket, or click Close Ticket to close the ticket. Alternatively, double-click on a cell of the selected ticket to view the ticket details.
Edit Ticket
Complete the following steps to edit a ticket:
1. Select a computer.
2. Click Ticket Actions > Edit Ticket.
3. Edit the Status, Owner, Assigned To, and Description.
4. Attach or remove files and user.
5. Click Save.
Alternatively, double-click on a cell of the selected ticket to view the ticket details and click to edit the ticket.
to edit the ticket.