Documentation

SecurityTrax Support Tickets

The SecurityTrax Support Tickets page is where your company files tickets directly to the SecurityTrax product and support team — bug reports, "how do I..." questions, feature requests, account issues. This is a completely separate system from the customer-facing Tickets queue (which is about your customers). This one is about you talking to SecurityTrax.

Behind the scenes, each ticket is a GitLab issue in SecurityTrax's private GitLab instance. Your ticket gets routed to the right team, the team replies in GitLab, and the replies come back into this thread view. If you've ever used a helpdesk (Zendesk, Intercom, etc.), this works the same way — just with GitLab under the hood.

Getting here

  • From the top-right user menu or top nav, choose Support (the exact label depends on your company's navigation configuration).
  • Or navigate directly to https://portal.securitytrax.com/{your-company}/securitytrax-support-tickets.

The index page

The list page has heading "SecurityTrax Support Tickets".

Monthly hours card

If your company has logged any billable support time this month, a card at the top shows "Monthly hours — {Month Year}" with the total hours and minutes logged on closed tickets. Use it to gauge how much of your support plan you've used.

Months are calculated in Denver timezone (SecurityTrax HQ time).

Filters

Click the filter icon to open the Filter Support Tickets flyout.

Field Type Options Default
Sort by Dropdown Created At, Updated At, Priority, Status Created At desc
Per page Dropdown 10, 25, 50 25
Status Dropdown Open (opened), Closed (closed) Open
Priority Dropdown -- (any), Trivial, Minor, Major, Critical, Blocker Any
Keywords Text Full-text search —

Note about sort: Created At and Updated At sorts happen on the GitLab side. Priority and Status sorts happen client-side after GitLab returns results — GitLab doesn't support sorting by a specific label value, so we do it ourselves.

Columns

Column What it shows
ID The ticket's issue number (e.g. #42). Click to open the detail page.
Priority A badge (Trivial, Minor, Major, Critical, Blocker). Priority is just a GitLab label.
Status A badge: New, Queued, On Deck, Assigned, Completed, In Progress, Reopened, Declined.
Subject The ticket title.
Created The creation date. Sortable.
Updated The last-update date. Sortable.

Creating a new ticket

Click + New Ticket or navigate to .../create.

Create form

Field Required? Type Validation Notes
Subject Yes Text Max 255 chars Be specific — "Invoice line items missing description on email" beats "Invoices are broken".
Priority Yes Select Trivial / Minor / Major / Critical / Blocker Governs triage. Don't routinely pick Critical or Blocker — reserve for production outages.
Description Yes Rich text Max length per config Markdown supported. Include: what you were trying to do, what happened, what you expected, any error messages, and steps to reproduce if you can.
Contact Phone No Text Max 50 chars Optional; useful if SecurityTrax needs to call you. Appended to the ticket as metadata.
Attachments No File upload Up to 5 files, 10 MB each Screenshots and log files are very welcome.

Step-by-step

  1. Click + New Ticket in the top-right of the support tickets index.
  2. Type a Subject that's one specific sentence (not an essay, not "broken").
  3. Pick the Priority that matches the business impact — most tickets are Minor or Major.
  4. In Description, write:
    • What you were doing: "I was editing a customer payment on John Doe's record."
    • What happened: "I got an error that said 'Payment amount exceeds invoice balance' even though the amount was correct."
    • What you expected: "The payment should save normally."
    • Reproduction steps (if reliable): numbered steps from a fresh reload.
    • Any error messages: quote them verbatim in a code block.
  5. Upload any relevant screenshots or logs. Drag-and-drop or click to browse.
  6. Click Submit.
  7. SecurityTrax uploads the attachments to GitLab, creates the issue, adds metadata (your user info, company info, profile name) to the description footer, and registers email addresses for notifications (yours, plus your company's support email if configured).
  8. You're redirected to the ticket's detail page.

Metadata footer

SecurityTrax automatically appends an audit footer to your description when creating the ticket:

  • Your name and email (submitter).
  • Contact phone if provided.
  • Company name and ID.
  • Profile/tenant name.

That way the SecurityTrax team knows which company and user the ticket is from without asking.

The ticket detail page

Opening a ticket shows the full thread view.

Header

  • Subject.
  • Status and Priority badges.
  • Created and Updated timestamps.

Thread

Below the header is the threaded conversation. Each comment shows:

  • Author name.
  • Timestamp.
  • Body — rendered Markdown, so code blocks, lists, images, and links all render.
  • Attachments if any.

Adding a comment

At the bottom of the thread:

Field Type Validation Notes
Comment Body Rich text Required Same editor as the create form.
Attachments File upload Up to 5 files, 10 MB each Same limits as create.

Step-by-step: replying to a SecurityTrax question:

  1. Scroll to the bottom of the thread.
  2. Type your reply in the Comment Body box.
  3. Attach any files the SecurityTrax team asked for.
  4. Click Submit.
  5. SecurityTrax uploads any attachments, appends your name/email as a footer, and posts the comment.
  6. If the ticket was closed, submitting a comment automatically reopens it so the SecurityTrax team sees there's something new to look at.

Time logs

If billable time has been logged on the ticket, a section at the bottom lists each time entry with author and hours. These entries roll up to the monthly hours card on the index page.

Status values

The status enum drives both the badge color and the workflow:

Status Meaning
New Just created, not yet triaged.
Queued Approved for work, in the queue.
On Deck Will be worked on soon.
Assigned Assigned to a specific engineer.
In Progress Actively being worked.
Completed Finished, waiting confirmation.
Reopened You or a new comment reopened a closed ticket.
Declined SecurityTrax closed without implementing (e.g. duplicate, not a bug, won't-fix).

Priority values

Priority Typical use
Trivial Cosmetic, not blocking anything.
Minor Annoying but workaroundable.
Major Meaningful impact but not an outage.
Critical Significant impact, many users affected.
Blocker Production outage. Reserve for genuine emergencies.

Priority may change after triage.

Non-obvious behaviors

  • Auto-reopen on comment. Commenting on a closed ticket reopens it automatically. Don't comment on a closed ticket if you meant to file a new one — click + New Ticket instead.
  • External participants. SecurityTrax automatically subscribes your email to ticket notifications. If your company's admin has set a separate support email, SecurityTrax adds that too so your whole support team is CC'd.
  • File upload failures are non-fatal. If an attachment upload fails, SecurityTrax continues creating the ticket with the rest of the content. The failed upload is logged but doesn't block submission.
  • GitLab IID, not internal ID. Ticket numbers on this page are GitLab issue IIDs — the repo-scoped issue number you'd see in a GitLab URL.

Related

  • Home Dashboard — starting point for every user, not specifically support-related.