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D2DIS Tracker Ticketing System

Login

Use the admin portal for the admin account. Support, managers, employees, and contractors use the user portal.

Admin login: username `admin`, password `admin`. All other roles log in from User Portal.
D2DIS Tracker logo
D2DIS Tracker
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Dashboard

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Tickets

Items visible to the current user.

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Ticket Detail

Setup

Portal configuration for projects, users, layouts, and reporting.

D2DIS administration

Setup Overview

Manage the shared rules that control every project and ticket workflow in your portal.

Admin only

Setup Overview

Use the left-side setup menu to manage portal settings, projects, layouts, users, and permissions.

Layout Portal settings, branding, shared ticket layout, notifications, and business calendar
Project Settings Project creation, assigned groups, and project directory
User Management Users, roles, and role-based portal permissions from one place

Default Layout

This is the shared default layout used across the portal. Only the container font size and ticket information box options are editable here.

Templates used by the Create button
Edit, delete, and add as many templates as needed. These are connected to the Create Ticket dropdown everywhere.
Front-end design templates
The base template is always Ticketing Template Default. Clone it to create editable copies without changing the original.
Search by ticket ID, title, assignee, reporter email, status, or work status
Choose a preset or custom color. This changes the top search container across the portal.
Search by ticket ID, title, assignee...
Choose a preset or custom color. This changes the full top header container behind the search and action icons.

Portal Name

Rename the portal title shown to users.

Web Browser Tab Name

Set how the browser tab title appears.

Login Page Settings

Customize the internal login subtitle, intro text, background style, and intro animation.

Choose one of seven login container designs for the internal admin and user login page.
This controls the briefcase intro animation on the internal login page. Customer portal intro animation is managed in Customer Portal settings.

Password Vault Animation

Control the animation shown on the Password Vault top bar and search frame.

If disabled, the Password Vault opens normally with no animation in the top area.

Portal Logo

Upload and apply a custom logo for login and sidebar.

Portal logo preview
Allowed: PNG, JPG, JPEG.

Ticket Sequence

Set the default Ticket ID format. Numbers always start at 1 and continue without limit.

Digits control the minimum zero-padding display like `1`, `0001`, `00001`, or `000001`.
Preview D2DG1-I0001

Notification Coverage

Users only receive updates for projects they belong to, or tickets where they are CC'd.

Project access required Yes
CC visibility Enabled
Email reporting Planned in reporting phase

Attached File Support

Set the upload size policy for ticket and comment attachments.

Current policy 1024 MB per file • 5120 MB per request
Server ceiling Large backup imports follow the server PHP upload limit
PNG JPG PDF DOC Excel TXT MP3 MP4
Save from Layout Settings after changing these values.

Business Calendar

Placeholder area for business hours, holiday rules, and SLA schedule logic.

Working Hours Standard business hours configuration planned
Holiday List Will be added with reporting/SLA phase

Project Overview

Manage projects, layouts, ticket numbering, and project setup from one compact workspace.

1. Projects 2. Teams / Groups 3. Ticket Fields 4. Ticket Numbering & SLA

Project Teams / Groups

Select a project, then assign Teams / Groups for that project.

Select one or multiple teams for the selected project.

Project Ticket Fields

Select a project, then edit Priority, Type, Work Status, and Status values.

SLA & Series Tools

Ticket prefix is managed in Layout. Select a project to manage SLA and reset tools.

Keep this off in production.

Create Project

Add a new ticketing project with a shared layout foundation.

Project Basics

Routing & Layout

Project Teams / Groups

Assign one or more teams to this project.

Add as many teams as needed. Click a team name to rename, or × to remove.

SLA Targets

Ticket sequence is managed in Layout. Configure SLA target times here.

SLA Auto Warning Posts a ticket comment before breach when the ticket has not been updated.
SLA Auto Breach Posts a breach comment and sends the SLA email template when Notification Email is configured.

Project Ticket Fields

Priority, Type, Work Status, and Status values.

Comma or new line separated values.
Comma or new line separated values.
Comma or new line separated values.
Comma or new line separated values.
Add one or more Google Workspace domains. Only those domains can attach Google Drive resources for this project.

Temporarily Deleted Projects

Deleted projects stay here for 30 days before permanent cleanup.

Project Access Management

Assign users to projects from User Management. Each user profile controls which projects they can access.

Where to manage access User Management → edit user → assign projects
Security model Users only see tickets for projects they belong to

Customer Portal

Public page where customers submit Type, Subject, Description, Email, and optional Phone to create a ticket.

Status Enabled
Public URL /customer-portal
Target Project -
Management Team -
Form Fields Type, Subject, Description, Email, Phone
Will be used as your domain path, for example: `/customer-portal`.
Brand name shown to customers on the portal.
Upload a logo or use an existing uploaded file path.
Customer portal logo preview
This group is the default owner for new customer portal tickets.
Listed Groups Groups assigned to the selected project.
Allowed Groups Groups in this box will see the customer portal ticket.
The primary management group is always included. Move any extra groups into the Allowed box if they should also see the customer portal ticket.
When enabled, customers can post public replies from the status page using their Ticket Number and PIN.
Customer portal tickets will use this prefix before the running number.
Use 1 for IDs like `D2DG1-ECR1`, or a larger value for padded numbers.
Default public portal scale. `100` is standard size, lower values zoom out.
Optional. Leave blank if you do not want internal notification emails for new customer tickets and replies.
Shown on the public portal hero area. Leave blank to use the selected project name.
Optional full-page background image behind the portal.
Customer portal background preview
Use one phrase per line, or separate phrases with commas / semicolons. Spaces inside a phrase are kept together.
This note appears to customers under the intro text.
When portal is disabled, customers will see this message template.
Use one item per line. For different customer and internal labels, use `Customer Label => Internal Type`.
Public URL /customer-portal
Form fields Type, Subject, Description, Email, Phone

Group / Team Manager

Add, rename, remove, and restore groups. These teams can be attached to projects and tickets.

Select members, then use Remove Selected to take them out of this team.

Active Groups / Teams

These groups can be assigned to contracts/projects and to individual tickets when collaboration is needed.

Temporarily Deleted Groups / Teams

Deleted teams can be restored within the retention window.

Field Manager

Keep this compact. Add fields, remove fields, and organize workflow values from one place.

Drag values below to reorder them. Click remove to delete any field you do not need.

Current Layout Options

Compact field groups for ticket forms, with drag-and-drop ordering.

Type To Work Type Rules

Select what Work Type options should appear when a user picks a ticket Type.

Role Permissions Model

Define what each role can manage from the portal.

Integration APIs

Google Workspace Connections

Keep Drive and Gmail API settings in one professional admin page instead of mixing them into layout controls. Configure authentication, notification behavior, and allowed domains from one clean place.

Drive Connect user Drive access and allowed domains.
Mail Control internal and customer notification events.
Admin Ready Save credentials and event rules without touching code.

Google Drive Integration

Configure Google Workspace access for Drive attachments, picker access, and allowed company domains.

Drive API
User Drive connections Domain filtering
Users whose email domain matches the allowed list will see the Drive connection option in their profile.
Use your Google OAuth Client ID, API Key, and Project Number from the same Google Cloud project.

Google Workspace Mail

Send ticket notifications through Gmail API using your Google Workspace mailbox and choose exactly which events reach internal teams and customers.

Gmail API
Internal alerts Customer notifications Service account send
Gmail API should be enabled on your Google Cloud project.
In Google Workspace Admin, add domain-wide delegation for https://www.googleapis.com/auth/gmail.send.

Internal Notifications

Choose which internal updates trigger email.

Customer Notifications

These apply to customer portal emails and public customer updates.

Backup and Export

Download the current portal backup as a full archive and import a saved backup when needed.

Retention Cleanup

Permanently remove deleted records that have stayed in recycle longer than the retention window.

Retention Window 30 days before permanent deletion
Cleanup Action Manual run from Admin Portal

Portal Users

Create users from a popup window, edit their profile, change role, update password, and assign projects from one place.

Temporarily Deleted Users

Deleted users stay here for 30 days before permanent cleanup. You can permanently delete a user only after their linked work has been fully removed.

Default Role Permissions

Portal access rules that shape who can manage and who can work tickets.

Admin Portal settings, users, layouts, reporting
Support Admin-like ticket coverage with user, report, and comment management access where permitted
Manager Employee access plus ticket editing and comment deletion inside assigned groups
Employee Create tickets, search tickets, and see open, closed, resolved, and unassigned tickets in assigned groups
Contractor Same ticket access as employee for now, unless adjusted later from admin settings

Access Rules

How ticket visibility currently works in the portal.

Known project only User can submit to queue
After submit Only assigned project-group users can continue working
CC added User can follow ticket progress

Generate Reports

Filter tickets by date range and status for reporting export and review.

Report Summary

Summary counts for the selected date range and status mix.

Report Results

Generated ticket rows for the selected date range.

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Knowledge Base

Search shared articles, notes, and team knowledge.

Users with Read / Write access can publish new KBA articles here.
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Valentine

Role: USER | user@d2dis.com

Environment: PROD
⚠️ IMPORTANT - PASSWORD PROTECTION POLICY: This system contains sensitive password information and confidential credentials. DO NOT share, copy, post publicly, screenshot, or misuse any passwords or credentials stored in this system. As per company policy, protecting our customers' and organization's information is our top priority. Unauthorized sharing or disclosure of passwords may result in security breaches and disciplinary action. Use passwords only for authorized business purposes and maintain strict confidentiality at all times.
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Snipping Tool

Capture, annotate, and share screenshots with the team gallery.

Profile

About

Your account details, access level, and knowledge base writing help.

Account Snapshot

Review the identity and permissions currently attached to this account.

Writing Help

Learn Comment Formatting

Use Simple or Advanced editor mode to write cleaner and more professional comments, descriptions, and KBA articles.

Advanced mode preserves pasted formatting, tables, links, and images. Simple mode keeps Markdown/CommonMark available when you want plain text control.
Type Or Result
*Italic* _Italic_ Italic
**Bold** __Bold__ Bold
# Heading 1 Heading 1
========= Heading 1
## Heading 2 Heading 2
--------- Heading 2
[Link](http://a.com) [Link][1]
[1]: http://b.org Link
![Image](http://url/a.png) ![Image][1]
[1]: http://url/b.jpg Embedded image
> Blockquote > Blockquote
Blockquote
* List
* List
* List - List
- List
- List
  • List
  • List
  • List
1. One
2. Two
3. Three 1) One
2) Two
3) Three
  1. One
  2. Two
  3. Three
--- ***
Horizontal rule
`Inline code` with backticks `Inline code` with backticks Inline code with backticks
```
# code block
print '3 backticks or'
print 'indent 4 spaces'
``` ....# code block
....print '3 backticks or'
....print 'indent 4 spaces' 
# code block
print '3 backticks or'
print 'indent 4 spaces'
Open Markdown/CommonMark Help

Privacy

Placeholder page for your privacy information.

Privacy Policy

Privacy information will be added here later.

Terms

Placeholder page for your terms and conditions.

Terms & Conditions

Terms information will be added here later.

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Account

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Google Drive

Connect your Google Workspace account to attach Drive files and links.

Choose an image, adjust the crop, then save it to your profile.
Pending Picture This cropped image will be saved when you click Save Picture.

Change Password

Update your own login password anytime from your profile.

Adjust Profile Picture

Move and zoom the picture until it fits well inside the circle preview.

Avatar crop preview

Settings

Password Vault

New Password

Create a secure Valentine entry for yourself or the team.

Credential Details

Save the login name, portal link, and the context your team needs before opening this credential.

Use the vendor or account name people will recognize fastest.
Paste the full login page. Long vendor URLs are supported.
Use the exact sign-in name or email tied to this account.
Leave this blank only when editing and keeping the current password.
Helpful notes save time for the next teammate who uses this login.

Sharing & Permissions

Keep the entry private to yourself or share it with the right teams and individual users.

Share with Teams / Groups

Best for department passwords that multiple people need.

Non-admin users can only share with their own assigned teams.
Share with Users

Use direct sharing when the password is meant for specific people.

Direct sharing is useful when access should not follow team membership.

Passwords are encrypted before storage and only shown to approved users inside the vault.

Snipping Tool

Capture Editor

Select an area, add markup, and save the screenshot to the shared gallery.

Capture Details

Name the screenshot so teammates can find it quickly.

Separate keywords with commas for easier shared search.

Markup Tools

Crop first if you want an area snip, then add arrows or notes.

Editor Preview Drag on the image to crop or draw.

Full-screen capture uses the whole frame. Area snip lets you crop the selected monitor, window, or tab before saving.

Knowledge Base

New Article

Create a shared KBA article with searchable keywords for the team.

Article Details

Add a clear title, helpful keywords, and the article description.

Use the name teammates will search for first.
Separate keywords with commas so the KBA search can match them.
Write the article like a blog post
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Keywords make the top KBA search faster and more accurate for your team.

User Access

Add User

Create or edit a user profile, assign admin, support, manager, employee, or contractor access, and manage credentials.

Profile Details

Basic identity and contact information used throughout the portal.

Username must be unique.
Enter the email manually for this user.
Leave blank while editing if you do not want to change the current password. Any new username or password saved here applies immediately to login.

Access & Permissions

Choose the role, project access, and knowledge base permissions for this user.

Search, then click projects to grant access.
Select one or more teams. Click a team name to rename, or × to remove.
This group will be used by default when this user opens a new ticket for their project.
Choose which tools this user can open. Add future tools here as they become available.
Set KBA permission level separately from ticketing access.

Create a Group