{"id":1279,"date":"2020-02-20T14:32:11","date_gmt":"2020-02-20T14:32:11","guid":{"rendered":"http:\/\/help.bwtech.com\/?page_id=1279"},"modified":"2020-02-20T14:32:11","modified_gmt":"2020-02-20T14:32:11","slug":"requests","status":"publish","type":"page","link":"https:\/\/help.bwtech.com\/?page_id=1279","title":{"rendered":"Requests"},"content":{"rendered":"<div id=\"toc_container\" class=\"no_bullets\"><p class=\"toc_title\">Contents<\/p><ul class=\"toc_list\"><li><a href=\"#Use_Case_1_8211_Requests\"><span class=\"toc_number toc_depth_1\">1<\/span> Use Case 1 &#8211; Requests<\/a><ul><li><a href=\"#OVERVIEW\"><span class=\"toc_number toc_depth_2\">1.1<\/span> OVERVIEW<\/a><\/li><li><a href=\"#HOW_TO_USE\"><span class=\"toc_number toc_depth_2\">1.2<\/span> HOW TO USE<\/a><ul><li><a href=\"#Configurations\"><span class=\"toc_number toc_depth_3\">1.2.1<\/span> Configurations\u00a0<\/a><ul><li><a href=\"#User_permissions\"><span class=\"toc_number toc_depth_4\">1.2.1.1<\/span> User permissions<\/a><\/li><li><a href=\"#Filtering_options\"><span class=\"toc_number toc_depth_4\">1.2.1.2<\/span> Filtering options<\/a><\/li><li><a href=\"#Exporting_files\"><span class=\"toc_number toc_depth_4\">1.2.1.3<\/span> Exporting files<\/a><\/li><\/ul><\/li><\/ul><\/li><li><a href=\"#USE_CASES\"><span class=\"toc_number toc_depth_2\">1.3<\/span> USE CASES<\/a><ul><li><a href=\"#Creating_a_ticket\"><span class=\"toc_number toc_depth_3\">1.3.1<\/span> Creating a ticket<\/a><\/li><li><a href=\"#Resolving_a_ticket\"><span class=\"toc_number toc_depth_3\">1.3.2<\/span> Resolving a ticket<\/a><\/li><\/ul><\/li><li><a href=\"#COMMON_ERRORS\"><span class=\"toc_number toc_depth_2\">1.4<\/span> COMMON ERRORS<\/a><\/li><\/ul><\/li><\/ul><\/div>\n<h1 style=\"text-align: center;\"><span id=\"Use_Case_1_8211_Requests\"><b>Use Case 1 &#8211; Requests<\/b><\/span><\/h1>\n<h2><span id=\"OVERVIEW\"><b>OVERVIEW<\/b><\/span><\/h2>\n<p>With the main goal to control the workflow inside the client, the Work Orders feature is a tool that helps not only to control tickets but also allows the optimization of the work and the client\u2019s routines.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"HOW_TO_USE\"><b>HOW TO USE<\/b><\/span><\/h2>\n<p>The Work Orders feature has a simple and clean interface. Through it, the user can create tickets, see its status, comments made, SLA time and more. There is also the possibility to work on tickets assigned to you and resolve them.<\/p>\n<p>On the main page, the user has an overview of the tickets: how many are open, ongoing, closed or had the SLA breached.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/WO-Tela-inicial.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1284\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/WO-Tela-inicial.png\" alt=\"\" width=\"1882\" height=\"738\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><strong>1 &#8211;<\/strong> On the menu bar you can choose on which page you want to navigate. In your teams\u2019 page (here called <span style=\"color: #0000ff;\"><b>BwTech<\/b><\/span>) you can resolve tickets. And on <span style=\"color: #0000ff;\"><b>My Ticket<\/b><\/span>\u2019s page, you can create tickets.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/WO-menu.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1285\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/WO-menu.png\" alt=\"\" width=\"963\" height=\"369\" \/><br \/>\n<\/a><br \/>\n<\/b><\/p>\n<p><strong>2 &#8211;<\/strong> To find a ticket, you can use the search bar.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1286\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-1.png\" alt=\"\" width=\"1885\" height=\"841\" \/><br \/>\n<\/a><br \/>\n<\/b><\/p>\n<p><strong>3 &#8211;<\/strong> And to refine your results, use the filter tool.<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1287\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-2.png\" alt=\"\" width=\"1885\" height=\"841\" \/><\/a><\/p>\n<p>Through the filter tool, you can filter the results by status, SLA time, severity, problem or sub-problem:<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-2.1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1288\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-2.1.png\" alt=\"\" width=\"438\" height=\"566\" \/><\/a><br \/>\n<\/b><\/p>\n<p>&nbsp;<\/p>\n<p><strong>4 &#8211;<\/strong> You also have the option to export your data to an Excel file. Just click on the <span style=\"color: #0000ff;\"><b>Export<\/b><\/span> icon (shown in the image below) and the document will be downloaded.<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1289\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-3.png\" alt=\"\" width=\"1873\" height=\"800\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>Example of an Excel file:<\/p>\n<h3><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-excel.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1290\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/How-to-use-excel.png\" alt=\"\" width=\"1678\" height=\"281\" \/><\/a><\/b><\/h3>\n<p>&nbsp;<\/p>\n<h3><span id=\"Configurations\"><strong>Configurations\u00a0<\/strong><\/span><\/h3>\n<h4><span id=\"User_permissions\"><span style=\"color: #808080;\"><b>User permissions<\/b><\/span><\/span><\/h4>\n<p>It is important to know your permissions when using the Work Orders feature. Some users only have permission to create tickets, and others are allowed to create and resolve tickets.<\/p>\n<p>&nbsp;<\/p>\n<h4><span id=\"Filtering_options\"><span style=\"color: #808080;\"><b>Filtering options<\/b><\/span><\/span><\/h4>\n<p>In the Work Orders feature, the user has the option to filter tickets. This functionality is available on the team\u2019s page, through the filter icon:<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Filter.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1291\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Filter.png\" alt=\"\" width=\"934\" height=\"551\" \/><\/a><\/p>\n<p>After clicking on the filter tool, a new window will open:<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Filter-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1292\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Filter-2.png\" alt=\"\" width=\"438\" height=\"566\" \/><\/a><\/p>\n<p>Through it, it is possible to filter all the tickets by:<\/p>\n<ul>\n<li>Status<\/li>\n<li>SLA time<\/li>\n<li>Severity<\/li>\n<li>Problem<\/li>\n<li>Sub-problem<\/li>\n<\/ul>\n<p>So, if for example, you want to see only closed tickets that had the SLA time breached, all you have to do is choose those two filtering options and click on the <span style=\"color: #0000ff;\"><b>Apply<\/b><\/span> button.<\/p>\n<p>&nbsp;<\/p>\n<h4><span id=\"Exporting_files\"><span style=\"color: #808080;\"><b>Exporting files<\/b><\/span><\/span><\/h4>\n<p>Through the Work Orders feature, it is also possible to export the tickets, downloading an Excel file.<\/p>\n<p>The Export icon is also on the team\u2019s page, right next to the filter button.<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Export.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1293\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Export.png\" alt=\"\" width=\"937\" height=\"531\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>The exporting tool will create an Excel file with the ticket\u2019s information. But attention! The document will only have the data of the tickets that are on the list in the moment of the exportation.<\/p>\n<p>Thus, if you want to download a document with all your team\u2019s tickets that are on the system, first use the filter tool to select all the status options available. After doing that, all the tickets &#8211; closed, open, breached and ongoing -, will appear on your list. Thereafter, you can click on the <span style=\"color: #0000ff;\"><b>Export<\/b><\/span> button and your file will be downloaded.<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"USE_CASES\"><b>USE CASES<\/b><\/span><\/h2>\n<h3><span id=\"Creating_a_ticket\"><b>Creating a ticket<\/b><\/span><\/h3>\n<p><b>1 &#8211;<\/b> On the top menu, click on <span style=\"color: #0000ff;\"><b>My tickets<\/b><\/span>.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1296\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-1.png\" alt=\"\" width=\"1918\" height=\"376\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>2 &#8211;<\/b> On the new page, you can create your ticket. First, choose a problem.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1297\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-2.png\" alt=\"\" width=\"1901\" height=\"701\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>3 &#8211;<\/b> Then, select a sub-problem.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1298\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-3.png\" alt=\"\" width=\"1892\" height=\"708\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>4 &#8211;<\/b> After that, the system will show the SLA time for that ticket.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1299\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-4.png\" alt=\"\" width=\"1899\" height=\"687\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>5 &#8211;<\/b> Address the ticket to a team.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1300\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-5.png\" alt=\"\" width=\"1905\" height=\"690\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>6 &#8211;<\/b> The system automatically names your ticket, but you can change it if you want.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1301\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-6.png\" alt=\"\" width=\"1900\" height=\"700\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>7 &#8211;<\/b> You can also add a description to your ticket.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1302\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-7.png\" alt=\"\" width=\"1888\" height=\"700\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>8 &#8211;<\/b> And attach files.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1303\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-8.png\" alt=\"\" width=\"1888\" height=\"700\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>9 &#8211;<\/b> After completing the ticket with all the information needed, click on the <span style=\"color: #0000ff;\"><b>Create<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-9.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1304\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-9.png\" alt=\"\" width=\"1888\" height=\"719\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>10 &#8211; <\/b>Your new ticket will appear on the main page.<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-10.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1305\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-10.png\" alt=\"\" width=\"1894\" height=\"687\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>If you want to edit its information, just click on it.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-11.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1306\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-11.png\" alt=\"\" width=\"789\" height=\"419\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>11 &#8211;<\/b> A new window will open and, to edit the ticket, click on the <span style=\"color: #0000ff;\"><b>Edit<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-12.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1307\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-12.png\" alt=\"\" width=\"1898\" height=\"909\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>12 &#8211;<\/b> You can attach more files.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-13.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1308\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-13.png\" alt=\"\" width=\"1488\" height=\"805\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>13 &#8211;<\/b> Assign the ticket to a new team.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-14.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1309\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-14.png\" alt=\"\" width=\"1498\" height=\"802\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>14 &#8211;<\/b> And write comments.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-15.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1310\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-15.png\" alt=\"\" width=\"1488\" height=\"803\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>15 &#8211;<\/b> You can check all the modi\ufb01cations made on the ticket in the work log list.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-16.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1311\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-16.png\" alt=\"\" width=\"1488\" height=\"803\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>16 &#8211;<\/b> After you finish editing it, you can save the changes by clicking on the <span style=\"color: #0000ff;\"><b>Update<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-17.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1312\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-17.png\" alt=\"\" width=\"1484\" height=\"797\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>17 &#8211;<\/b> Or cancel it by clicking on the <span style=\"color: #0000ff;\"><b>X<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-18.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1313\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Creating-a-ticket-step-18.png\" alt=\"\" width=\"1484\" height=\"797\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>18 &#8211;<\/b> And you\u2019re done! Your new ticket was created and you can follow its status through the Work Orders feature.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><span id=\"Resolving_a_ticket\"><b>Resolving a ticket<\/b><\/span><\/h3>\n<p><b>1 &#8211; <\/b>On the menu bar, click on your teams\u2019 page (here called <span style=\"color: #0000ff;\"><strong>BwTech<\/strong><\/span>).<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-0.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1314\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-0.png\" alt=\"\" width=\"955\" height=\"372\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>2 &#8211; <\/b>You can pick tickets and move them to your board. To do that, you can select all of them, or choose only the ones you want.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-2.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1315\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-2.png\" alt=\"\" width=\"1898\" height=\"846\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>3 &#8211;<\/b> After selecting the tickets, click on the <span style=\"color: #0000ff;\"><b>Pick<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-3.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1316\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-3.png\" alt=\"\" width=\"1898\" height=\"846\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>4 &#8211;<\/b> The ticket (or tickets) selected will appear on your board.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-4.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1317\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-4.png\" alt=\"\" width=\"1891\" height=\"755\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>5 &#8211;<\/b> You can return a ticket by clicking on the <span style=\"color: #0000ff;\"><b>Return<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-5.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1318\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-5.png\" alt=\"\" width=\"1896\" height=\"749\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>6 &#8211;<\/b> You can also close a ticket by clicking on the <span style=\"color: #0000ff;\"><b>Close<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-6.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1319\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-6.png\" alt=\"\" width=\"1896\" height=\"749\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>7 &#8211;<\/b> To work on a ticket, click on it. A new window will open and, to modify the ticket, click on the<span style=\"color: #0000ff;\"><b> Edit<\/b><\/span> button.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-7.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1320\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-7.png\" alt=\"\" width=\"1885\" height=\"889\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>8 &#8211;<\/b> You can change the responsible for the ticket.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-8.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1321\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-8.png\" alt=\"\" width=\"1483\" height=\"794\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>9 &#8211;<\/b> Modify the ticket\u2019s status.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-9.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1322\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-9.png\" alt=\"\" width=\"1484\" height=\"797\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>10 &#8211; <\/b>Attach new files.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-10.1.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1323\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-10.1.png\" alt=\"\" width=\"1477\" height=\"787\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>11 &#8211;<\/b> And add comments.<\/p>\n<p><b><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-10.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1324\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-10.png\" alt=\"\" width=\"1479\" height=\"797\" \/><\/a><\/b><\/p>\n<p>&nbsp;<\/p>\n<p><b>12 &#8211;<\/b> After you finish working on it, just click on the <span style=\"color: #0000ff;\"><b>Update<\/b><\/span> button and that\u2019s it!<\/p>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-11.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1325\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Resolving-a-ticket-step-11.png\" alt=\"\" width=\"1479\" height=\"797\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h2><span id=\"COMMON_ERRORS\"><b>COMMON ERRORS<\/b><\/span><\/h2>\n<ul>\n<li>Trying to attach a file that exceeds the 2MB limit.<\/li>\n<\/ul>\n<p><a href=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Errors.png\"><img loading=\"lazy\" class=\"alignnone size-full wp-image-1326\" src=\"https:\/\/help.bwtech.com\/wp-content\/uploads\/2020\/02\/Errors.png\" alt=\"\" width=\"1482\" height=\"542\" \/><\/a><\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Contents1 Use Case 1 &#8211; Requests1.1 OVERVIEW1.2 HOW TO USE1.2.1 Configurations\u00a01.2.1.1 User permissions1.2.1.2 Filtering options1.2.1.3 Exporting files1.3 USE CASES1.3.1 Creating a ticket1.3.2 Resolving a ticket1.4 COMMON ERRORS Use Case 1 &#8211; Requests OVERVIEW With the main goal to control the workflow inside the client, the Work Orders feature is a tool that helps not only [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":0,"parent":97,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1279"}],"collection":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=1279"}],"version-history":[{"count":4,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1279\/revisions"}],"predecessor-version":[{"id":1327,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/1279\/revisions\/1327"}],"up":[{"embeddable":true,"href":"https:\/\/help.bwtech.com\/index.php?rest_route=\/wp\/v2\/pages\/97"}],"wp:attachment":[{"href":"https:\/\/help.bwtech.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=1279"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}