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Computing Services |
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Access a ticket:
Enter the ticket number into the Search box for direct access. Browse to it via
Quick Search -> <queue
name> -> ticket.
Change the status of a ticket:
Open or view the ticket. Click basics -> Choose new
status from
the Status dropdown list. Click Save
Changes
Take a ticket
Open or view the ticket. Click Take from the top navigation
bar
Resolve a ticket
Open or view the ticket. Click Resolve from the top navigation
bar. Choose your userid from the Owner: dropdown list. Enter solution in the
Message field. Click Submit. This method will notify requestors and watchers.
Reply to a ticket without resolving it
Open or view the ticket. Click Reply from the top navigation
bar. Choose your userid from the Owner: dropdown list. Enter message in the
Message field.
Click Submit. The reply will go to requestors and watchers.
Comment on a ticket
Open or view the ticket. Click Comment from the top navigation
bar. Choose your userid from the Owner: dropdown list. Enter message in the
Message field.
Click Submit. The reply will go to watchers. It will NOT go to the requestor.
Resolve a ticket and quote from requestor's text
Open or view the ticket. Scroll down to the relevant history
section. Click Reply on the top right of the relevant history section. This will
quote the contents of that history section in the message field. Choose status
of Resolved from Status dropdown. Choose
your
userid from the Owner: dropdown. Edit quoted text appropriately and enter
solution
in the
Message field. Click Submit. This method will notify requestors and watchers
with appropriately quoted text.
Reply to a ticket without resolving it and quote from requestor's text
Open or view the ticket. Scroll down to the relevant history
section. Click Reply on the top right of the relevant history section. This
will quote the contents of that history section in the message field. Choose
your userid from the Owner: dropdown. Edit quoted text appropriately and
enter solution in the Message field. Click Submit. This method will notify
requestors and watchers
with appropriately quoted text.
Comment on a ticket and quote from requestor's text
Open or view the ticket. Scroll down to the relevant history
section. Click Comment on the top right of the relevant history section. This
will quote the
contents of that history section in the message field. Choose your userid
from the Owner: dropdown. In the Update Type: dropdown change from Response
to requestors to Comments (Not sent to requestors). Edit quoted text
appropriately and enter comments in the Message field. Click Submit. The reply
will go to
watchers.
It will NOT go to the requestor.
Silently resolve a ticket (no notification to other watchers or requestor)
Open or view the ticket. Click basics -> Choose resolved from
the Status dropdown list. Click Save Changes
Bounce a ticket to another queue
You have to be a member of both queues to do this. Open
or view the ticket. Click Basics. From the Queue dropdown choose the queue
you want to bounce the ticket to. Click Save Changes
Assign a ticket to someone else
You can only assign tickets you own or are unowned to
someone else within the same queue. Open or view the ticket. Click people.
Choose the new owner from the Owner dropdown.
Get a ticket back I mistakenly assigned to someone else.
Steal it. You can only steal tickets from people in the same queue. If a ticket
is owed by someone else a Steal option will appear in the top navigation
bar of the Ticket interface.
Merge two tickets into one
Do this when a call has mistakenly been submitted twice
or the root cause of a number of tickets is the same. Open or view the ticket
you want to merge into another. Click Links. In the Merge into: field enter
the ticket number you want to merge the ticket into. The ticket history of
the merged ticket will record the merge and who implemented it.
Merge a number of tickets into one
Repeat the above procedure.
I can't remember which link does what in the ticket management interface.
Click Jumbo - it will concatenate the ticket management screens of Basics,
Dates People and Links