IREX-Support: How to submit an incident (ticket) to the support team

1.Connect to the IREX Website

a) To connect to the IREX website, simply click on the following link: irex.uat.aretex.ca/ and directly you will access the following interface:

b) Once on this interface, you must click on connexion and then enter your credentials to connect via LDAP

2.Connect to the support module

Once connected, you have the main interface. click on Support to access the support module.

In this module, we observe two actions which can be carried out, namely:

• Service Level Agreement which is a contract between a service provider (either internal or external) and the end user on the level of service expected from the service provider.
• Issue which designates the description of the incident encountered by the customer.

3. Access the ticket list

To access the incident list , just click on issue and you are there.

At the moment, we have three incidents that have been created.

4. Create a ticket

- To create a ticket, simply click on Add Issue which is located at the top of the window on the far rightto open a form.

- You can also click on Edit in full page to extend the form and have more information to fill:

a-Designates the subject of your ticket, i.e. the summary of the incident encountered
b-Designates the company in which ticket's sender works
c-Designates the email of the ticket's sender
d-Designates the status of the ticket (open, replied, on hold, resolved, closed)
e-Designates the priority of the ticket (High, medium,low )
f-Designates the issue type. it can be a hardware issue, sofware issue , technical issue or something else.
g-Designates the description of the incident you encountered.

After filling the form ,just click to save and your ticket is created.

5. Video describing the process of creating a ticket

The following video allows you to follow the process of creating a ticket from start to finish: