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:

Details - displays basic information about a ticket.
History - displays a chronological record of every change made, and actions taken against a ticket.
Activity Log - displays the time spent and specific services rendered with respect to a ticket.

This information integrates with the contracts and assets areas.

Action Plans - enables you to establish a specific set of steps to complete to fix the problem mentioned in the ticket.
Maintenance Notes - displays specific actions taken for an issue.

 

Helpdesk_ticket_details

Figure 1 Ticket Details

Tasks
Folders
Documents

The details are displayed in the following categories:

Primary Contact - provides a brief description of the person having an issue.
Ticket Information - provides basic information about the issue such as location and category.
Assignment - provides information on the person responsible for resolving this issue in the organization.
Resolution - provides information on the solution for the issue, the cause of the issue, and the date on which it was resolved.

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.

 

Helpdesk_ticket_history

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 action_icon, a context menu is displayed with the following options:

View the details of activities
Modify existing activities
Delete activities

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:

Service contract number
Description of service provided
Time taken for its execution including travel time
Activity date

 

Helpdesk_activitylog

Figure 3 The Activity Log

 

Helpdesk_add_activitylog

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.

 

Helpdesk_maintnotes

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.

 

Helpdesk_add_maintnote

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.

 

Helpdesk_tickettask

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:

Storing technical information about the issue
Archiving narratives about the issue and its resolution
Uploading correspondence related to the issue with the customers

 

Helpdesk_ticketdocument

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.

 

helpdesk_correspondencetab

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:

Printable Ticket Forms - provides the output as a PDF file for printing.

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.

Exporting Tickets - enables you to filter tickets and manage them.

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.

 

Helpdesk_ticket_exportnew

Figure 10 Ticket Export - New

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.

 

Helpdesk_export_ticketdata

Figure 11 Export Ticket Data