Viewing Ticket Details |
Top Previous Next |
To view the list of tickets, click View Details or Modify from the context menu, as shown in Figure. A list of sub-tabs is displayed on the right, and ticket information is displayed below the name of the ticket. Click the ticket number to view the details, and tabs to modify and delete the ticket. Each sub-tab represents information on different categories of tickets. The following sub-tabs are displayed, as shown in Figure 1:
This information integrates with the contracts and assets areas.
Figure 1 Ticket Details
The details are displayed in the following categories:
Viewing Ticket History The History sub-tab contains a detailed chronological history of each action taken and modifications to a ticket, from its creation to its resolution. You cannot make any modifications to this tab as it is a read-only display. You can review ticket workflow, or do post-issue analysis. The ticket History page is shown in Figure 2.
Figure 2 The Ticket History Page Adding Activities Click the Activity Log sub-tab on the Ticket Details page to view a list of activities that have been performed against an issue. The issue may be associated with a contract. When you click
You can add new activities and schedule follow-up activities. The activities page is displayed, as shown in Figure 3. Enter the following details, as shown in Figure 4:
Figure 3 The Activity Log
Figure 4 Add Activity Log Adding Maintenance Notes The Maintenance Notes tab on the Ticket Details page, enables you to enter specific actions taken for an issue that is related to an asset on contract. The page is shown in Figure 5.
Figure 5 Maintenance Note To add a maintenance note, an asset must be entered in the ticket creation process, by clicking Add Maintenance Note, as shown in Figure 6.
Figure 6 Add Maintenance Note You can enter details about the replacement parts that may be required, so that follow-up by another person becomes easier. Adding Action Plans Ticket action plans are similar to Accounts action plans. To create an action plan, click the Add Action Plan link located at the top of the page. Action Plans can also be added for the ticket from the Add Ticket and Modify Ticket pages. Note: For more details, refer to Adding an Action Plan. Adding Tasks The Tasks page can be accessed by clicking the Tasks sub-tab on the Ticket Details page. Tasks are actions assigned to a person in a department. Tasks are useful in situations where specific actions must be taken to resolve an issue, even when the actions are cross-department. When an action is assigned to an individual, they are notified, both on the ConcourseSuite dashboard and through email. You can click Add a Task on the Tasks page, to add a ticket task, as shown in Figure 7.
Figure 7 Ticket Tasks Using Folders Folders are useful for collecting different kinds of information relating to an issue that is not covered by the basic application. Folders in help desk are identical to folders in ConcourseSuite. You may create as many folders as you want. Folders are defined in the Admin module. They can have any number of fields with various types. Using Documents You must always store documents with an issue. Storing documents with an issue helps you organize information as specified below:
Figure 8 Ticket Document The ticket information can be uploaded from a file by clicking Submit File, as shown in Figure 8. Accessing the Correspondence Page All correspondence through emails to and from a contact can be accessed on the Correspondence page. Click the Correspondence tab to access this page. Select the option Sent (Outbox) to access the list of messages sent using Help Desk, as shown in Figure 9.
Figure 9 Accessing the Outbox on Correspondence Page Select Messages (Inbox) to access the list of messages received. Viewing Miscellaneous Actions The other actions that can be performed on a ticket are as follows:
It is useful when you want to print a ticket in a formal view so that a technician can take it to the customer site.
You can also include or delete information and create a report in HTML or spreadsheet format for downloading. To export a ticket, click Export on the menu bar. The Export Data page is displayed, as shown in Figure 10.
You can download the data in the .CSV format, as shown in Figure 11. After downloading, you can format and view the data using Excel or any other database program.
Figure 11 Export Ticket Data |