To view open assigned Tickets, click “My Open Tickets” as shown below:
.
After opening a Ticket, assigned staff can perform required action on it.
Custom Actions available for Assigned Staff to perform on a Ticket are shown below:
•Self-Assign: Staff can Assign a Ticket to themselves by clicking “Self Assign” action Available in the Ticket.
•Create Problem: Staff can create “a Problem Ticket” by clicking “Create Problem” action available in Ticket. A form will open and, in this form, ‘Title,’ ‘Category’ and ‘Issue Type’ columns will be automatically populated from the Ticket on which custom action has been invoked. Enter additional details and click ‘Save’ button to create a problem as shown below:
•Create Change Request: Staff can create Change Request for a Ticket By clicking “Create Change Request” action. A Change Request form gets opened in which staff can fill details as shown below. After filling the details, submit it for approval.
After submitting the change request, a new tab appears in the change request form as shown below.
Go to the ‘Tickets’ section → open the ‘Related Items’ tab → and double click change request item to open it
Click the Edit button, then click 'Submit for Approval' to move the request forward for approval.
This ‘Approval Details’ tab will show all information related to approval process. ‘Change Request’ will be approved once all approvers at all levels approve the request.
•Resolve: Assigned Staff can resolve the Ticket by clicking “Resolve” action available in the Ticket. This will open a resolution page as shown below:
Click ‘Ok’ after providing a “Resolution” and “Resolution Notes” to resolve a Ticket.
•Merge Tickets: Assigned Staff can merge Tickets when same user submits multiple Tickets for the same issue or different users submit Ticket for the same issue.
Add link for Merge Tickets Document here
•Assign to someone: Staff can Assign Ticket to someone else by clicking “Assign to someone” action available in the Ticket. Staff will need to provide “Assigned staff” name or email address to assign the Ticket as shown below:
•Link to Problem: Assigned Staff can link open Tickets to problems that have been already identified. This will help in grouping of similar Tickets under the common problem.
Add Link Tickets to Problem document link here
Other Actions that a Staff can perform on a Ticket are:
New: Staff can create new Ticket by clicking ‘New’ button available in upper left corner of ‘My Tickets’ views.
Item Print: Staff can print an item by selecting the item and clicking on ‘Item Print’ button.
List Print: Staff can print the list by clicking ‘List Print’ button available in the ribbon.
Send Mail: Staff can also send mail by clicking ‘Send Mail’ button available in the item ribbon.