Ticket Details

Owned by Dom Sobota (Unlicensed)
Last updated: Jan 06, 2021
3 min read

The ticket details page allows the user to view their previously submitted support tickets, in full detail. The page is a timeline of updates to the ticket, as well as the conversation between the user and AppArmor Support.

Ticket Conversation

The conversation between the user and AppArmor support will appear as follows.

 

  1. The ticket subject. This will correspond with the brief description entered on the submitted ticket from the Tickets page.

  2. The user’s responses to the ticket. The yellow icon indicates entries done by the user. The first user entry will correspond with the problem details entered via Tickets page. Any subsequent entries will appear in a similar fashion, except they will be entered via the Ticket Reply section, as described below. Any files attached during each step of the conversation will also appear here.

  3. The responses from AppArmor Support. The grey icon indicates that the entry in the conversation is from AppArmor Support. Any files attached during each step of the conversation will also appear here. In the case of this specific entry, no files were attached.

Ticket Reply

The ticket reply section allows the user to reply to the ticket conversation further. It is directly below the conversation and appears as follows.

  1. The reply body. Enter a formatted reply to the ticket using this section.

  2. Any files that are required for this reply can be attached here. Refer to the attachment section below for more information regarding file attachments.

  3. Once satisfied with the reply, the ‘Reply to Ticket’ button will update the ticket conversation with this reply.

Once a reply is successfully submitted, it will update the conversation with a new entry.

Attachments

Attaching files to the reply is as simple as hovering and clicking on the attachments section. The section will change color, as well as the cursor.

Clicking the section will bring up the file manager, where the user can select files they wish to upload with the reply.

Alternatively, the user can drag files from their own file manager on top of the attachment section.

Once attached, the ticket should appear as follows.

If the user exceeds the limit of 15MB, a warning is displayed and the user will be unable to submit a reply until the total file size of all attachments is under 15MB.

In this case, the user may remove some attachments from the list in order to keep the total size under 15MB, using the individual remove buttons on the side of each attachment.