Ticket Information Boxes

The following table describes the default information boxes.

Box	Description/Action
Account Name	The account associated with the ticket. To change the account, click the Find button, find the appropriate account and then click OK.
Contact Name	The contact associated with the ticket. To change the contact, click the Find button, find the appropriate contact and then click OK.
Phone	The contact's phone number.
E-mail	The contact's e-mail address.
Contract	The contract selected when the ticket was created. To change the contract, click the Find button, find the appropriate contract and then click OK
Area - Category - Issue	These three fields briefly describe the nature of the problem being reported. Click one of the Find buttons next to each box, select the appropriate items from the lists, and then click OK. The Category items listed depend on the option you selected for Area and the Issue items available depend on the option you selected for Category.
Source	Contains a list of possible methods for reporting the ticket. Click the drop-down arrow and select an item from the list, and then click OK.
Status	The default status is Open. To select another status, click the drop-down arrow and select an item from the list, and then click OK.
Urgency	Indicates the importance of the issue. To change the Urgency, click the drop-down arrow and select the item that best describes the customer's urgency.
Needed Date	The date the ticket must be resolved. The default date is based on the Urgency you select. To edit, click the Calendar button to select the date.
Assigned Date	The date and time when the ticket was assigned to the currently assigned user. To edit, click the Calendar button to select the date.
Assigned To	The customer service user assigned to the Area selected for this ticket. To reassign the ticket, click the Find button, find the appropriate user and then click OK
Resolved 1st Call?	Select this check box if you are able to resolve the caller's problem immediately, without having to call the customer back or having the customer call back.
Submit for SpeedSearch	Select this check box if you want the ticket information to be available in searches by other users. Depending on how your administrator has configured SpeedSearch, selecting this option may automatically allow the information to be available for searches or the information may need to be Approved for SpeedSearch by another user.
Approved for SpeedSearch	Select this check box to approve a ticket that has been submitted to SpeedSearch. This option is available if your administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.
Public Access	Click the drop-down arrow button to select the public access option for this ticket. The default public access is set by your administrator. Public access designations determine which users (internal or external) can view certain ticket groups (for example, only new tickets, or all tickets, and so forth). This option is available if your administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.

What's New in this Release

For a list of new features, see the What's New In This Release topic.

Other Resources

Getting Started with Infor CRM Web Client

Infor CRM Quick Reference for the Web User

Getting Started with Infor CRM Back Office Extension

Contact us:

This documentation was developed by Infor CRM User Assistance. For content revisions, questions, or comments, contact the Infor CRM writers at documentation@infor.com.