Ticket Summary

This is the area of the software that you are likely to use most of all if you are regularly logging tickets. If you have multiple processes such as Tickets, Problems, Changes etc., you can have separate folders with unique work queues for these, and navigate between them using the Folder drop-down. This example shows the work queue when the Open Tickets button on the Dashboard is clicked:call summary page

HotH Icon Key

TicketsComments
closed call icon: webClosed Ticket
ticket recently updated icon: webTicket recently updated by another person
ticket with attached file icon: webTicket with attached file(s)
exceeded warning date icon: webCall has exceeded Warning Date (but not Action Date)
exceeded action date: webCalls has exceeded Action Date
ticket on hold: webTicket is On Hold (the elapsed time has been stopped by the selection of a Category flagged as ‘stop the clock’)
ticket resolved icon: webResolved Ticket
linked ticket icon: webTicket is linked to other Ticket(s)
Notes
internal note icon: webNote flagged as internal
webguest added note: webNote added by WebGuest
note with attached file: webNote with attached file(s)

 

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