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Service Tickets

The Service Tickets list is a central place to manage work on tickets.

The ticket list is grouped into branch sections based on the current status of the ticket in its progress to completion.

The icon will expand a branch within the ticket list.

The icon will collapse a branch within the ticket list.

Creating and editing a Service Ticket

Use the icon to add a new Service Ticket

The icon will open an existing Ticket.

Tickets can have the following status codes. - Raised - Ticket created but not actioned yet.

  • Allocated - Ticket allocated to a Controller
  • Scheduled - Task(s) have been created for users.
  • Started - one or more tasks have been started.
  • Tasks Completed - one or more tasks have been completed.
  • Completed - the ticket has been completed.
  • Cancelled - the ticket has been cancelled.

Service_tickets

Service Ticket Action Menu

The ticket Action Menu menu options available are as follows : Ticket Manager

  • Requery - refresh the ticket list (other users may be updating tickets)

  • Show Tickets for ... - set list to only show tickets related to yourself.

  • Show Completed Tickets (Past Month)

  • Show Completed Tickets (All)
  • Show Closed Tickets
  • Filter Options

Setting the following filters will reduce the ticket list to show the tickets you are interested in.

ticket filters

  • Grouping Options Setting the following filters will organise the ticket list to show the tickets you are interested in.

ticket groups

Service Ticket Item Menu

The ticket Item Menu will allow you to view options related to the ticket. Service_tickets

The item menu options shown may vary dependent on the ticket status.

  • View - Opens the Service Ticket in edit mode. Entry is as per the Quick Entry option.

  • Task List - The Task List shows existing Tasks for this Ticket. You can create new Tasks from this list.

  • Ticket History - a complete Ticket History is maintained.

  • Task History - a complete Task History is maintained.

  • Part Issues - Any parts (Inventrory) issued to this ticket from Tasks will be listed here. Parts Used The Item Menu can be used to delete parts from the list if permissions allow. The Action Menu has a Download option to save the parts list to a file.

  • Ticket Process - will display the Tickets progress through date and time tracked states applicable to this Ticket, together with any limits set. Process

  • Comments - The Comments displays comments related to this Ticket.

  • Create Task - Allows you to create Tasks for this Ticket.

  • Attachments - View and manage Attachments for this Ticket.

  • Allocate Ticket - (or Re-Allocate) allows you to pass control of the Ticket to another User (Controller) see : Allocate