Track your ticket
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The MySignal Home page (Início) shows your numbers (or the company's, for customer managers): Open tickets (Chamados em aberto), Waiting on you (Aguardando você; the team asked for information), Deadline at risk (Prazo em risco), and Resolved in the last 7 days (Resolvidos nos últimos 7 dias), with open tickets by severity. Each number opens the list already filtered.
The ticket list
Under Tickets (Chamados), the list shows the number, title, application, severity, status, who is handling the ticket, the nearest deadline, and the opening date. You can search by number or title and filter by status, severity, deadline (at risk or breached), and period. By default, only open tickets are shown.
Statuses
| Status | What it means |
|---|---|
| New (Novo) | Opened, not yet analyzed. |
| In triage (Em triagem) | Under initial analysis by the team. |
| Assigned (Atribuído) | Someone on the team is already responsible for it. |
| In progress (Em atendimento) | The team is working on the ticket. |
| Waiting on customer (Aguardando cliente) | The team needs information from you. |
| Waiting on internal action (Aguardando ação interna) | Depends on another Atomic team. |
| Waiting on third party (Aguardando terceiro) | Depends on a vendor or partner. |
| Resolved (Resolvido) | The solution has been recorded. |
| Closed (Encerrado) | The ticket has been closed. |
| Canceled (Cancelado) | The ticket was canceled, with a justification. |
| Reopened (Reaberto) | The ticket is back in progress. |
The ticket
The ticket shows the description, the Solution (Solução) once it's recorded, the Attachments (Anexos), the Conversation (Conversa), and the Timeline, with everything that has happened since it was opened. On the side are the deadlines (SLA) and the details: who opened it, who is handling it, the severity given when it was opened, and when the first response and the start of work happened.
Conversation
Write in Conversation and use Send (Enviar). When the team asks for information, the message appears with the Information requested (Informação solicitada) badge and the ticket moves to Waiting on customer: reply in the conversation, with any attachments that help.
Attachments
Attach file (Anexar arquivo) sends more evidence at any time, up to 30 attachments per ticket, up to 25 MB each. You can delete the attachments you sent.
Deadlines (SLA)
The deadlines depend on the severity and on your company's contract with Atomic. There are three:
| Deadline | When it's met |
|---|---|
| First response (Primeira resposta) | When someone on the team writes the first response on the ticket. |
| Start of work (Início do atendimento) | When the ticket moves to In progress. |
| Resolution (Resolução) | When the ticket moves to Resolved. |
The ticket's SLA panel shows how much time is left for each deadline and the due date and time, highlighted when a deadline is about to expire. If the team changes the severity, the open deadlines are recalculated.
Notifications
The bell shows notifications about your tickets, and the main ones also arrive by email: the opening, the first response, a new message, a request for information, the solution, and the closing. Notifications go to the person who opened the ticket and to the company's customer managers.
:::note Reply through MySignal The emails are automated: replying to the email doesn't reach the team. Use the Open the ticket (Abrir o chamado) button in the email and reply in the conversation. :::
Solution, closing, and reopening
The support team is the one that records the solution and closes, reopens, and cancels the ticket. If the problem comes back after it's resolved, write in the conversation of the same ticket asking for it to be reopened, describing what happened again.