How to open a ticket within OneHUB

Opening tickets can be a struggle for many IT managers and engineers, luckily we’ve streamlined this process by providing you a hub to manage, open and escalate support tickets.

There are two areas within OneHUB in which you have the option to open a new ticket. Either under the “assets” tab or under the “tickets” tab. 

Assets

1. First, locate the “Assets” tab at the top menu and click on the “Assets” page. 
2. Once you’re on the “Assets” page, you’ll find an overview of your assets and their status. All assets are grouped by their respective contracts. 
3. In the column, on the far right-hand side, you will see “Open a ticket” under the “Issue” section. 
4. Once you click “Open a ticket”, your ticket will be opened and you’ll be directed to a page that gives you the next steps in the TAC process.
5. Because you are opening a ticket under a specific part ID within the column, the opened support ticket will be specific to that part ID.
6. Lastly, a TAC support agent will reach out for additional information based on your request. 

Your tickets tab, however, will be your main location of where you open, manage and escalate tickets.

Tickets

1. Look back to your top menu, where you found the “Assets” tab, and click into “Tickets”, just on the right of “Contracts”.
2. At the top of the “Tickets” page, just under the tabs menu, you have the ability to “open a new ticket”.
3. This time, once you click into “Open a new ticket” you’ll be taken to a form where you’ll provide some additional information to give our TAC agents a better understanding of the issue at hand.
4. Once you submit the ticket in the form, bottom of the page under “open ticket”, you can view the status of the ticket within the “ticket” tab. 
5. If you click on, “Ticket Details” at the far right-hand side of the page, you’re given a granular view of the ticket.
6. All documentation for the ticket will be provided on the “Ticket Details” page. You can view and add comments to the TAC documentation at the bottom of the “Ticket Details” page for each individual ticket.

And you should be good to go! If you have any further questions, we're here for you 24/7/365. Don't hesitate to email us at onecall@pivitglobal.com or call us at 1(888) 400-2684.