For employees
Following my tickets
Read the status, reply, and get updates by email.
Once a ticket has been created, you can follow its progress, reply to the IT team, and close the ticket from the Portal. If your company has set up an email channel, you also receive updates and can reply by email.
My tickets
Choose My tickets in the top menu. This page lists the tickets you created, tickets the IT team created on your behalf, and tickets that came from your email.
Each row shows the ticket number, creation date, catalog service name if any, title, and status.
- Type in Search ticket title… to search by title.
- Choose a status in the All statuses list to filter.
- Choose Load more to show older tickets.
Home also shows the five most recently updated tickets. When the IT team puts a ticket on hold because it is waiting for information from you, Home shows a Waiting on your reply box with an Open ticket button.
Reading the status
The Portal uses the terms below. The full lifecycle is explained in Core concepts.
| Status | What it means for you |
|---|---|
| Just received, Submitted | The ticket has come in and hasn't been picked up yet |
| Being reviewed, Agent assigned | The IT team has sorted the ticket or assigned an agent |
| Being worked on, Being processed | The ticket is being handled |
| Pending | The ticket is on hold, for example waiting on you or a vendor |
| Awaiting approval | The request is waiting for an approver's decision |
| Solution provided | The IT team has provided a solution and is waiting for your confirmation |
| Done, Completed, Rejected, Cancelled | The ticket has ended |
The ticket page
Open a ticket to see:
- The number, creation date, title, description, and status. Tickets that came in by email are marked Email.
- Resolution from our team, when the status is Solution provided.
- Your request answers and Approval progress, for catalog requests.
- Conversation: replies and the history of changes, newest first.
- Attachments: all files visible to you.
The IT team's internal notes are not shown in the Portal.
Replying
- In the Conversation section, choose Write a reply….
- Write your message.
- If needed, choose Attach file…. Each file can be at most 10 MB.
- Choose Send reply.
A reply you haven't sent yet is kept in the same browser tab and appears again when you reopen that ticket.
Replies cannot be added to tickets with the status Done, Completed, Rejected, or Cancelled. The Portal shows This ticket is closed — open a new ticket if you still need help.
Closing or reopening
When the status is Solution provided, two buttons appear on the ticket page:
- Confirm resolved: closes the ticket. Choose Yes, it's resolved to confirm. Once closed, the ticket can no longer be replied to.
- Not resolved — reopen: returns the ticket to the IT team with the status Being worked on.
The IT team can also close a ticket that has been given a solution.
Cancelling a request
You can cancel a service request while it is still Submitted or Awaiting approval.
- Choose Cancel request.
- Fill in Cancellation reason. This field is required.
- Choose Cancel request again.
Once the request is being processed, only the IT team can cancel it.
This section applies if an admin has set up an email channel. See Email channels.
Emails you receive
RANCAQ emails you when:
- your ticket has been received,
- the IT team writes a reply to you,
- the ticket status changes,
- the approval process for your request is finished.
Admins can turn off specific kinds of email. The email subject starts with the ticket number in square brackets, for example [INC-2026-000123], and the email contains a link to the ticket page in the Portal. Email content is currently written in Indonesian.
Replying by email
Reply to a notification email as usual. Your reply is added to that ticket's Conversation as a reply from you, and any files you attach are saved as ticket attachments. The quoted text of earlier emails is removed, so only what you newly wrote is kept.
Replies are accepted only from the email address registered on your account.
Creating a ticket by email
You can also send a new email to the helpdesk address provided by the IT team. The email becomes a new ticket with the email subject as its title, and the ticket appears in My tickets. Email from an address that isn't registered is handled according to your company's settings: held for an admin to review, rejected, or accepted with a new account created for the sender.