[English] Used Support Contingent

Owned by Enis Hassad
Last updated: 2024-04-11
3 min read

The question often arises how much support has already been generated through ticket requests.

These instructions are intended to show how the time taken for all inquiries can be made visible in the customer account.



  1. Open the website
    https://ticket.hilscher.com

    The following website opens:



  2. Log in with your access data.
    The following website opens:

     



  3. The homepage of https://ticket.hilscher.com has to be changed.
    To achieve this, click on Issue Navigator twice.



  4. The following website opens:



    If a simplified view opens, switch to Advanced view.



  5. A filter should now be created with to make your own tickets visible.
    The following filter should be entered in the search line:


    project = NXS ORDER BY created DESC, updated DESC, reporter DESC



  6. With a click on Save as the created filter can be saved.
    For example, the name  Support contingent can be assigned.



  7. The filter Support contingent has been saved on the left. Clicking on it opens the filter.



  8. Since no support contingent is deducted for bug fixes and other non-technical questions, there is the column Hours Billed %.

    If the entire effort is not to be charged, the Hours Billed % field must be set from the default value of 100% to a lower value.
    This can be the case, for example, if you have generated a general code example or if there is an error in the Hilscher product.

    To make this field visible, click on Columns at the top right, then add the Hours Billed % field and confirm with Done.



  9. The following website opens:

     



  10. The support times for all inquiries are now visible in the customer account.






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