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Sentry by Claflin ALM

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Quick Help
Will I receive updates about my ticket?
Yes. You'll receive an email at three points: when your ticket is received, when a technician is assigned to it, and when it's marked resolved. No action is needed from you between these updates.
How do I know my ticket was received?
Once you submit, your ticket appears immediately in your Active Tickets list, and you'll receive a confirmation email. If you see both, your request is in our queue.
How long until someone helps me?
Tickets are reviewed and assigned in the order they're received. You'll get an email the moment a technician is assigned, so you don't need to check back or follow up.
What do the ticket statuses mean?
"Submitted" means your ticket is in the queue awaiting a technician. "In Progress" means a technician has been assigned and is working on it. "Completed" means the issue has been resolved.
My issue keeps coming back or wasn't fully resolved. What should I do?
Submit a new ticket describing the problem and note in the description that this is a recurring issue or related to a previous ticket. Include your original ticket number if you can, if not that's okay.
How do I check on a ticket I've submitted?
Your active tickets appear in the left sidebar. Select any ticket to view its current status and details.

IT Command Dashboard

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High Priority Queue

Log Manual Ticket

Log the ticket as soon as you're told about it, then work and resolve it as normal. That keeps resolution times accurate.

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Only check this if the issue was already fixed before you created the ticket. Do not check it just because the ticket is being logged late. A late ticket that still needs work should stay unchecked.