Ticket Notes

Notes can be added to tickets providing a communication channel for engineers/agents working on service desk tickets and for Customers wishing to contact agents directly.


Adding Ticket Notes

Notes automatically records the date and time of creation, the note Author and the Status of the ticket at the time the Note was written. The Notes tab sits at the top or bottom of the ticket screen, and provides a full chronological audit trail.

Manual Notes

Internal Notes

When adding a manual note, the decision can be made as to whether to keep the note as an internal message, so that only support staff can view it. Alternatively, you can enable Customers to view notes on tickets logged via the self-service web portal, in order to provide an additional communication channel and a level of transparency. This is controlled by the Internal tick box, and when selected, the note is Internal. Notes default to being Internal on creation:

If the Internal tick box is selected on the ticket note, the note will be hidden from the Customer (End-User). If the tick box is deselected, the Note will be visible on the ticket when viewed by the Customer via the self-service portal.

Important Notes

HotH enables Notes to be flagged as Important by support staff so they are instantly identifiable.

Once the Important tick box is selected on the Note, the Important sign is displayed next to the Note in the Note trail on the ticket:


Importing Notes

HotH has the ability to load external Notes directly into the databases. 

In addition, HotH also has the ability to export your Notes data from the database to a CSV file.

The files to be imported must be flat files of comma-separated values. Each line in the text file represents a HotH record of a particular type. The first characters in each line indicate the type of record to be loaded. You should also note that special rules apply to some fields, please take advice from Support before loading new data type. You can use Import to execute a SQL string, but again please take advice from support@houseonthehill.com before doing this.

Note: Tickets and Notes are loaded into the current Ticket Folder. Any Notes referenced in the Tickets should belong to the current Folder. HotH does not make these checks.

How to import the file

From the dashboard, go to Import CSV from the Settings Cog settings cog.

import csv file page

Import CSV File Screen

Select the file to import records and click Import. If there are errors they will be listed. You need to review the errors. The error log is listed to the file suppdesk.err. If there are no errors you can navigate away.

In the Windows interface the Import CSV option is on the Database ribbon tab/menu. You need to navigate to where the import file is located.

Import Format

Excel column headings are supplied below to assist. You do not need to supply data for every field, just enter those you need. (Though there are some validation rules, these are not documented here.)

Dates should be entered as DD/MM/YYYY for UK format and MM/DD/YYYY if US format is in use.

Ticket Note Record – Type ER

A Code “ER”
B Call Ref Up to 8 characters. (Call must exist.)
C Author User Tag. Up to 40 characters, mandatory (User must exist.)
D Creation Date 10 characters. If omitted, today’s date is used.
E Creation Time 5 characters HH:MM, 24-hour clock.
If omitted, current time is used.
F Category Type Up to 32 characters. Category must exist.
G Category Status Up to 32 characters. Category must exist.
H Category Priority Up to 32 characters. Category must exist.
I Category Level Up to 32 characters. Category must exist.
J Job Time 5 characters HH:MM, 24-hour clock.
K Note Text Up to 10,000 characters.
L Note Number Up to 6 numeric characters
M Number of Attachments Numeric
N Sub Type Numeric
O Urgency Numeric
P Action Numeric
Q Leave Blank
R Originator Up to 40 characters.
S Contract Up to 25 characters.
T Create Date 10 characters.
U Create Time 5 characters HH:MM, 24-hour clock.
V Internal Up to 8 characters.
W Time Type Up to 12 characters.

 


Exporting Notes

You can export the current Notes into a named file. The output records have the same layout as the corresponding Import records. This is useful if you want to create an import file; create a ‘dummy’ record, populating the required fields with discernible text, such as REF in a reference field. The exported data can then be used as a template for the import layout.

How to Export Notes

To export data, show the Notes records in the summary and filter the list as required.

In the dashboard, navigate to Settings Cog settings cog> More Tools > Export CSV File:

Export CSV File Location

Then select the “Calls” tick-box:

Click Ok and then you are presented with the option:

Click to download your export file below.

Click the Export link to save the file. Ticket Note records are recorded under type ‘ER‘.


Ticket Note Functions

Note Details

The Note displays relevant information at the top of the screen:

Ticket Note Details

Function Buttons

Function buttons are automatically generated based on the Customer, Assignee and “Raised by” details:

When clicked, the email template is automatically generated with the correct recipient in the To Field, and the Note details in the email body. If Pause Before Sending is enabled on the email template, then the mail can be edited before sending:

Ticket Note Email

Copy and Paste Images into Notes

To copy and paste into Notes, Agents or Customers can simply click on the Note and then paste the image using either right-click or Ctrl+V:


WebGuest Update Feature

A query we often receive is how best to alert staff when the WebGuest (End-User) has added a new note to a ticket. HotH has features to assist with this, such as the automatic email “On New Ticket note to assignee”, and the envelope icon that appears in the ticket summary border.

However, HotH provides another feature, the ‘WebGuest Update’, that can help automate the process and progress the workflow on a ticket.

Overview and Setup

The WebGuest Update feature allows a status to automatically move onto another status (the ‘Child Category’) when either:

  1. A new Note is added to the ticket by a WebGuest
  2. A new Note is added to the ticket automatically by an inbound email

This requires two flags to be set on the (first) status you would like the ticket to change from.

Firstly, navigate to Settings Cog settings cog> Service Level Management, then change the Category Field drop-down to be set to Status:

Choose the Status from the summary which you would like to edit and then in the Dependency section set the Child Category you would like the ticket to change to:

Dependency Status Management

In the Actions Section of the Status Configuration panel – tick the WebGuest Update box.

WebGuest Update Tickbox

Operation

In the example above we have created a new child category “On Hold: 3rd Party”.  The WebGuest update flag has been set on a status “Waiting for Information” which would typically be a status code that tickets are designated when awaiting feedback from an end user. So, tickets sitting on status “Waiting for Information” will automatically be moved to “Information Received” under either of the conditions listed in the overview above.

In addition you could configure an “Email to Assignee” on the resulting status, or make sure that this status is included in the default view of tickets that staff are using. For added emphasis the status could even be attributed a specific colour.
Another use of this may be to flag the Closed status as “WebGuest Update” and give it a child status so that notes added to closed tickets are not missed.


Still haven’t found what you’re looking for? Contact documentation@houseonthehill.com

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