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Miscellaneous
Last updated
Last updated
This guide provides a comprehensive overview of the ticket management page, explaining its features and functionalities. These pages offer various tools for managing and organizing tickets effectively.
Locating the “Search” option on the top panel will assist technicians in finding a specific ticket based on its ID, requester, and more.
The panel view provides a concise overview of tickets, displaying key details such as assignee, requester, status, priority, and SLA. Selecting the Ticket ID,
It opens its dedicated module, which provides comprehensive information on incident details, communication, relationships, SLAs, attachments, knowledge base, interaction, and recent activities.
The smart grid provides a concise overview of tickets through summary cards that include creation time, requester, status, affected service, and actionable items.
The grid view presents ticket data in a tabular format, displaying key information such as ticket number, creation date, requester, status, and affected service in dedicated columns.
The smart grid offers a “Configure Summary Card” option, enabling users to customize the card's content. This includes adding ticket source and analysis details and toggling the visibility of impact and severity indicators. Alternatively, the impact status can be displayed directly on the main page by selecting the corresponding option and saving the changes.
In Column Selection, users can modify the displayed columns by dragging and dropping desired fields from the available options to the active column list. Once satisfied with the selection, save the changes and apply them to the view page.
Mouse-over interactions on ticket listings reveal accessible quick-action controls.
Upon selecting "Resolve," a pop-up window appears prompting for a resolution summary. Click “Submit” to finalizes the ticket closure process.
The “Edit” view provides visibility into ticket source, urgency, severity, and priority. Additionally, users can add followers or reassign the ticket within this interface.
The edit page displays “SLA” metrics and assigned technician details. “Impacted assets” relevant to the ticket can also be linked within this section.
“Requester” information is accessible within the ticket details section, alongside urgency, severity, and impacted service data.
Relevant “Attachments” can be added directly within the ticket. Additionally, the “Communication” section provides a view of associated emails, SMS messages, and comments.
The "Recent Activities" section maintains a chronological record of modifications made to the ticket, providing transparency into the ticket's evolution.
The "Relations" area facilitates the association of related problems or changes to the primary ticket, enabling comprehensive issue management.
Real-time “Service Level Agreement (SLA)” metrics are readily accessible within the ticket interface, allowing for proactive monitoring of performance against agreed-upon service levels.
Technicians can Convert “Ticket to Request,” “Add Change,” or “Add Problem” here. Once the ticket is resolved, technicians can also convert it into a “Knowledge Base” article if needed. That concludes the overview of the ticket editing options.
This concludes the complete details of the ticket management page.
Use the “Filter” option adjacent to the search bar to refine your ticket search. Apply filters based on criteria like ticket ID, requester, technician, issue, ticket type, etc. “Save” your custom filter settings for future use.
Adjacent to the search and filter options is a “Timeframe Selector,” which enables users to view tickets within specific timeframes, such as the past thirty, sixty, or ninety days or the entire previous year.
The top panel includes an “Auto-Reload” feature, which refreshes the page every five minutes by default. This allows for real-time updates on ticket statuses. To manually disable this feature, click the auto-reload icon.
Tickets can be toggled between panel view, smart grid, and grid view.
Locate the “Configure” icon on the top panel next to the view options to customize the displayed columns. This will open a menu allowing users to select the “Configure Summary Card” or “Column Selection” format.
The "New Ticket" button, located in the upper right-hand corner of the page, is the entry point for creating new tickets.
The initial quick action available is "Resolve," which allows for the direct closure of a ticket upon execution.
The "Assign To" quick action allows for immediate ticket reassignment within the management interface.
A “Quick Edit” function is accessible for expeditious modification of ticket attributes including priority, urgency, severity, and impact levels. The impacted service and assembly can also be amended via this streamlined process.
For comprehensive ticket modification, access the detailed “Edit” function.
Tickets can be deleted by clicking the designated “Delete” icon. To create a duplicate, utilize the “Copy” function. The copied ticket requires the addition of requester details and other relevant information before finalization.
Customize action keys, navigate to the 'Quick Actions' menu and select “Edit Actions.” This allows for configuration, such as enabling a drag-and-drop function to view ticket history and related records.
The ticket summary card incorporates a “Ticket Source” metadata field, indicating the originating channel for the ticket, whether it be a web-based interface, email, or self-service portal.
The summary card includes an “SLA” indicator which, when clicked, expands to display detailed SLA information.
The summary card displays the ticket “Priority” adjacent to the SLA indicator.
To initiate ticket-related communication, click on the “Ticket ID” to access the dedicated communication tab. This area provides a comprehensive view of all interactions associated with the ticket. Users can directly respond to the end-user, including adding a personalized signature, with new message notifications indicated by a blue pointer icon.
The “Search” icon enables ticket history analysis. Ticket creation initiates an automated emoji assignment process based on subject line content.
The "Show entries" option at the bottom of the page enables users to customize the number of tickets displayed per page, ranging from 10 to 200.
The “Views” pop-up, accessible via the right arrow icon located at the top left corner of the page, provides various ticket overviews for technicians. Technicians can analyze ticket counts by groups based on unsolved, unassigned, new tickets in the group, solved tickets, pending, unsolved, my group solved tickets, my approval, and unread message.
