TheaterFire

Is your ticket submission page accessible publicly?

Posted by lawno@reddit | sysadmin | View on Reddit | 21 comments

Or do your staff have to login to create tickets?

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21 Comments

Unfixable5060@reddit

They have a few options. There is a systray icon they can use to create a ticket, they can log into the web portal, or they can send an email. Emails are filtered and only approved domains will create a ticket.
View on Reddit #80514299

xendr0me@reddit

More details on the systray icon?
View on Reddit #80525519

Unfixable5060@reddit

It's part of our RMM. The app allows us to remotely control machines, run scripts, push updates and a lot of other stuff. It also gives users the tray icon to put in tickets directly from the computer.
View on Reddit #80624129

ShinzonFluff@reddit

SSO, of course The second way would be: Mail, which to the support address will automatically create a ticket for you. In rare cases (account lockouts etc.) there is a phone number
View on Reddit #80522372

itskdog@reddit

Everything over email for us. As far as staff are concerned, it's just a shared mailbox.
View on Reddit #80515590

Confident_Guide_3866@reddit

Only for internal devices, although essentially everyone submits through and email
View on Reddit #80514967

SpotlessCheetah@reddit

They need to login via sso.
View on Reddit #80501908

lawno@reddit (OP)

How do you handle account lockouts?
View on Reddit #80509929

SpotlessCheetah@reddit

They can call us.
View on Reddit #80510083

Trick-Advisor5989@reddit

Can’t submit a forgot password ticket then, and if self service is an option then that means it can be exploited. Nice.
View on Reddit #80506421

anonymousITCoward@reddit

users need to submit tickets via email, no one except the IT department is allowed to login to the ticketing system.
View on Reddit #80509444

TireFryer426@reddit

Internal only. We do have an out of band email address in case people are remote and can't get logged in.
View on Reddit #80507891

ObjectiveApartment84@reddit

We just let any tom Dick and harry submit internal IT tickets.
View on Reddit #80507074

Joestac@reddit

What about Joe?
View on Reddit #80507338

gaybatman75-6@reddit

Ours requires SSO login but everyone just uses our email to ticket generation.
View on Reddit #80504765

Buddy_Kryyst@reddit

Part of SSO so if they are on the domain and signed in they can submit a ticket. They don't have to specifically log into the ticket page to create a ticket.
View on Reddit #80504267

Temporary-Library597@reddit

Email. Not submission page. One presumes the user is already signed-in to use email, so fewer barriers.
View on Reddit #80503664

tarvijron@reddit

"Do you have your users log in to create tickets or are you classifying the ticket "create.socket()" for user "DROP TABLES" as "willnotfix" 150,000 times a day."
View on Reddit #80503167

Warm_Share_4347@reddit

best practice is to log in
View on Reddit #80502608

thefunrun@reddit

We use a sas solution so it's technically publicly reachable, but they need to login.
View on Reddit #80502467

Practical_Young6058@reddit

Either they login into the portal or send it via email.
View on Reddit #80502154