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 portal to manage, open and escalate support tickets.

Tickets

There are a couple of different methods for creating tickets in OneHub.

Method 1: Using the Sidebar

1. Click on "Open a Ticket" in the left-hand sidebar.
2. Provide a brief description for your ticket (e.g., "SSD Failure").
3. Select the failed device serial number from the list or type it in.
4. The system will automatically populate the contract ID and device location.
5. Enter the point of contact name and email address. You can add a secondary contact if needed.
6. Rate the impact on your network (1 being critical, 4 being not impacted).
7. Specify how you'd like the ticket resolved (e.g., hardware replacement only).
8. Provide any additional pertinent details for the ticket.
9. Click "Submit" to create the ticket.

Method 2: From the Tickets Page

1. Go to the "Tickets" tab in the top menu.
2. Click "Open a new ticket" at the top of the page.
3. Fill out the form with the required information (similar to Method 1).
4. Submit the ticket using the "Open ticket" button at the bottom of the page.

Method 3: From a Specific Equipment

1. Navigate to the "Equipments" tab.
2. Click on a serial number for an active contract.
3. In the equipment details page, click "New ticket" in the upper right corner.
4. Fill out the ticket form as in the previous methods.

After creating a ticket:

1. View ticket status in the "Tickets" tab.
2. Click "Ticket Details" on the right side of the page for a detailed view.
3. All documentation for the ticket will be available on the "Ticket Details" page.

Additional features:

• You can upload pertinent files (e.g., hardware outputs) to the ticket by clicking "Upload" in the files section.
• The system will show updates as the PivIT team progresses through the 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.