Ticketing Tool – Dashboard Overview
To access https://portal.ayantech.com please login using the credentials provided by Ayantech Solutions.
Main Navigation
- Knowledge Base & Support:
Top-right links help users find self-help articles (Knowledge Base) or documents and support to create ticket. - Files & Calendar:
Quick access to attach files.
Tickets Summary Section
|
Status |
Meaning |
| Deferred | Ticket not active |
| Awaiting Customer Action | Waiting for customer input. |
| QAS Ayan / QAS Client | Internal/Client testing phases. |
| Open | New ticket that needs attention. |
| In Progress | Ticket is being worked on. |
| Answered | Support has replied, pending confirmation. |
| On Hold | Ticket paused due to dependency |
| Moved to Prod | Fix or request deployed to production. |
| Closed | Ticket resolved and closed. |
Support Tickets
- Click “+ Open Ticket” to create a new support request.
Subject
- Short, clear title for the issue or request.
Department
- Dropdown to select which department the ticket relates to.
- Routes the ticket to the correct team (e.g., SAP Support/SAP Team, Healthcare, etc.,)
Priority
- Dropdown to set the Priority: Low, Medium, High, Critical (Production issues which is Business Critical)
(Note: Please note that the Priority would be analyzed and can be changed based on Business Confirmation and mutual consent).
Service
- Dropdown to specify the type of service needed.
| Change Request | Request to change/Enhancement an existing process, or configuration or creation of new report/functionality. |
| Incident | PRD issues fixing |
| Non-Billable | Non-billable activities (Will be decided on Mutual Consent) |
Ticket Body
- Description of the Issue – To brief the details of the Issue Customer is facing.
Attachments
- Upload files (screenshots, logs, documents), if applicable.
- Use the “+” to add multiple files, if applicable.
Save Button
Click “Save” once all fields are updated
- The ticket will be created and:
- All tickets appear in the Support Tickets view
- Dashboards provides the tickets count with the statuses.
Note: On Every Status Change and Updates, Comments, the system triggers notifications to the assigned department/team and the Customers.