Ticket Information Fields

Field	Description/Action
Account	The account associated with the ticket. To change the account, click (Find), find the appropriate account and click OK.
Contact	The contact associated with the ticket. To change the contact, click (Find), find the appropriate account and click OK.
Phone	The contact's phone number.
Email	The contact's email address.
Contract	The contract selected when the ticket was created. To change the contract, click (Find), find the appropriate contract and 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.
Area - Category - Issue	These three fields briefly describe the nature of the problem being reported. Click (Find) next to each field, select the appropriate items from the lists, and 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.
Submit for SpeedSearch	If this check box is selected the ticket information is available in searches by other users. Depending on how the administrator has configured SpeedSearch, selecting this option automatically allows the information to be available for searches or the information required to be Approved for SpeedSearch by another user.
Approved for SpeedSearch	If this check box is selected a ticket that has been submitted to SpeedSearch, is approved. This option is available if the administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.
Status	The default status is Open. To select another status, click the drop-down arrow and select the item from the list.
Urgency	Indicates the importance of the issue. To edit, 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 (Calendar) and select the date.
Source	Contains a list of possible methods for reporting the ticket. Click the drop-down arrow and select an item from the list.
Public Access	Click the drop-down arrow button to select the public access option for this ticket. The default public access is set by the 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 the administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.
Assigned To	The customer service user assigned to the Area selected for this ticket. To reassign the ticket, click (Find), find the appropriate user and then click OK.
Assigned Date	The date and time when the ticket is assigned to the user. To modify this value, click (Calendar) and select the date.
Phone (Assigned)	The assigned to user’s phone number.
Email (Assigned)	The assigned to user’s email address.

Account

The account associated with the ticket. To change the account, click search_new

(Find), find the appropriate account and click OK.

Contact

The contact associated with the ticket. To change the contact, click search_new

(Find), find the appropriate account and click OK.

Phone

The contact's phone number.

Email

The contact's email address.

Contract

The contract selected when the ticket was created. To change the contract, click search_new

(Find), find the appropriate contract and 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.

Area - Category - Issue

These three fields briefly describe the nature of the problem being reported. Click (Find) next to each field, select the appropriate items from the lists, and 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.

Submit for SpeedSearch

If this check box is selected the ticket information is available in searches by other users. Depending on how the administrator has configured SpeedSearch, selecting this option automatically allows the information to be available for searches or the information required to be Approved for SpeedSearch by another user.

Approved for SpeedSearch

If this check box is selected a ticket that has been submitted to SpeedSearch, is approved. This option is available if the administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.

Status

The default status is Open. To select another status, click the drop-down arrow and select the item from the list.

Urgency

Indicates the importance of the issue. To edit, 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 calendar_new

(Calendar) and select the date.

Source

Contains a list of possible methods for reporting the ticket. Click the drop-down arrow and select an item from the list.

Public Access

Click the drop-down arrow button to select the public access option for this ticket. The default public access is set by the 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 the administrator has designated you as someone who has the authority to approve tickets for SpeedSearch.

Assigned To

The customer service user assigned to the Area selected for this ticket. To reassign the ticket, click search_new

(Find), find the appropriate user and then click OK.

Assigned Date

The date and time when the ticket is assigned to the user. To modify this value, click calendar_new

(Calendar) and select the date.

Phone

(Assigned)

The assigned to user’s phone number.

Email

(Assigned)

The assigned to user’s email address.