1
Capture work
Tickets can originate inside Ordantra, through the customer portal, from inbound email replies or from endpoint risk automation.
- Choose the correct type, priority and queue at intake.
- Use portal tracking when requesters need a secure external view.
- Inbound email replies are trimmed and labelled so the activity source remains clear.
2
Triage what needs action
The queue surfaces ownership gaps, priority and SLA pressure. Assign the right owner and team before work disappears into an unowned list.
- Start with Needs Action rather than scanning every record.
- Use queue and team context to establish responsibility.
- Treat SLA indicators as decision support, not a substitute for impact assessment.
3
Resolve with context
The resolver cockpit keeps status, requester, linked assets, comments, attachments and activity together. Link related problems or changes when the work is broader than a single ticket.
- Record useful public or internal comments with the correct audience.
- Attach evidence through the secured attachment flow.
- Close with a resolution that another resolver can understand later.