Accessing the View Tickets Page

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The basic unit of information in a help desk is a ticket. A ticket is a problem or request. It can be entered into the system in different ways, from someone in your organization or from a person with a problem or request.

Click View to access the View Tickets page. This page is divided into the following sections:

Tickets Assigned to Me
Other Tickets in My Department
Tickets Created by Me
All Tickets
Assigned to One of My Groups

You can select to view only those tickets that are relevant to you, as shown in Figure 1.

 

Helpdesk_mainscreen

Figure 1 The Help Desk Main Screen

Click Show more to view all tickets in a particular category. To go back to the previous view, click the Return to Overview link, as shown in Figure 2.

 

Helpdesk_specific_tcktlist_group

Figure 2 Specific Ticket List Group

The page displays different columns of information about each ticket:

Clicking action_icon, displays a context menu with the following options, only if you have access to perform these tasks:
View details of a ticket
Modify a ticket
Delete a ticket
The ticket number which indicates a serial number incremented by one for each new ticket.
The priority of the ticket.
The estimated resolution date, if one was entered.
The current age of the ticket in days and hours, from when it was first opened.
The company or account to which the ticket refers.
The person who is assigned the responsibility of resolving the issue.