Working with Tickets
Use the Ticket details page to view, add, or modify the information of a selected ticket.
Note: You can view the data based
on the permissions granted.
- Click Tickets in the navigation pane. The Tickets list page is displayed.
- Click the ticket name. The Ticket details page is displayed.
-
Click View
More to specify this information:
- Ticket Number
- A unique ID of the ticket.
- Account
- The account to which the ticket is linked.
- Severity
- The level of impact on the business.
- Urgency
- The priority to resolve the issue.
- Date Needed
- The date by when the ticket must be resolved.
- Product
- The product for which the ticket is created.
- Description
- A description of the ticket.
- Solution
- An explanation of the resolution.
- Summary
- A concise statement about the ticket.
- Type
- A high level categorization of the ticket.
- Area
- A brief description about the nature of the problem.
- Category
- The classification of the problem reported.Note: The options are displayed based on the selected area.
- Source
- The reason for reporting the issue.
- Status
- The status of the ticket. The default status is Open.
- Pending Reason
- The reason for which the ticket is yet to be resolved.
- Assigned Agent
- The agent assigned to the selected area for this ticket.
- Assigned Date
- The date and time when the ticket has been assigned to the user.
- Click Punch In or Punch Out on the toolbar to start or stop tracking the time spent working on the ticket.
- Select Detail > Extended Details to view additional details related to the selected ticket.
- Click the History View tab to view the history of activities performed on the selected ticket. Click View Full List to view all the activities.
- Click the Files tab to view the history of attachments linked to the selected ticket. Click View Full List to view all the attachments.
- Expand or collapse an entity related section to add, review or modify the data defined for the various entities linked to the Ticket.
- Click Save.