updated the multisite ticket docs

content/en/internal/helpdesk/features/tickets-to-multiple-sites/_index.md

@@ -22,11 +22,49 @@ description: >
   field flushed. The NGI to which the site belongs inherits the ticket from the
   site and is in charge of further processing this ticket.
 
-## Notify multiple sites option
+## Tickets to multiple sites option: the "Multisite" ticket
 
-- Notifying multiple sites is a feature for submitting tickets with the same
-  topic against an unlimited number of sites in GGUS.
-- This feature can be used only by users owning a dedicated privileges.
+- The Multisite ticket is a feature for submitting tickets with the same
+  topic against an unlimited number of sites in GGUS. After the submission,
+  the ticket is cloned and sent as separate ticket to each of the sites
+  selected during the ticket creation.
+  - All the sites displayed in GGUS can be notified using this option.
+- This feature can be used only by users owning the "Multisites" role.
 - There is a specific submit form linked from GGUS ticket submit area. In the
   "Notify SITE" drop-down menu sites can be checked for receiving a ticket.
-- All sites registered in GGUS can be notified using this option.
+
+### Creation of a Multisite ticket
+
+When the users with the “Multisites” role click on the "+" button to create a
+ticket, they will see the option "New Multisite Ticket".
+
+![Create Multisite ticket](create-multi-tickets.png)
+
+By clicking on that option, they will end up in an interface allowing the
+submission to multiple sites.
+
+![Multiple tickets interface](multiple-tickets.png)
+
+In addition to the usual fields, the users can also select proper values for:
+
+  - SITE TYPE: EGI or OSG
+  - TIER LEVELS
+  - NGIs
+
+Then the "NOTIFIED SITES" field will be filled automatically based on the
+selections made for the aforementioned fields (it is also possible to further
+edit manually the values of this field).
+
+When all the necessary fields of the ticket creation form have been filled in
+properly, the users can click on the "Create" button to submit the tickets.
+
+At this point, a notification email for each submitted ticket is sent to the
+submitter (to be changed in the future to a single email containing all the
+created tickets in order to reduce the spam to the submitter). At the same
+time, all the selected sites in the list are notified and the tickets are
+assiged to the parent NGIs.
+
+The list of submitted tickets is available through the link "Search related
+tickets":
+
+![Search multi tickets](multisite-search.png)