View Ticket
This page displays a ticket.
Ticket buttons
Buttons on the top of the page are used to change the status of the ticket. Note: the buttons displayed are permission
dependent and ticket-status dependent.
-
Takeover - take up the ticket. Status will turn to 'In process' and you
will become an 'assigned to' manager.
-
Close - close the ticket. The ticket status will change to 'Resolved'.
-
Re-open - restore a 'resolved' ticket back to 'in-process'.
-
Delete - pressing this button deletes the ticket
Ticket details
This area on the right shows various ticket properties:
- Status ("new", "in-process" or "resolved")
- From - ticket originator
- Ticket category & priority
- Ticket date - date & time when an ticket was created
- Assigned to - technician who handles an ticket
- Hours spent - time spent to handle an ticket (the field is editable for technicians and administrators)
- Start date - date & time when an ticket was "taken" by a technician (or had been assigned to one)
- Close date - date & time when an ticket was closed
Message log
Holds the conversation between the ticket submitter and the help desk team (so-called
"comments") along with all system events and status changes of the ticket.
Works like a discussion forum.
When someone posts a message into the log, the message is being emailed to the
ticket followers. By default, ticket followers are: the ticket submitter, and the "assigned-to" person.
A technician or an administrator can add one or more followers to an ticket.
Also, any user who post a message can addres to particular recipients, rather than all followers.
Ticket life-cycle

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