Ticket

The view of a ticket mainly consists of the conversation list, supplemented by additional, aggregated information in the header and the ticket extensions.

Header of the ticket

The header of a ticket always contains a preceding icon followed by a text. The source of both can be changed in the layout settings of the ticket. The header is supplemented by detailed information: the ticket number, creation date and the ticket owner.

On the right side of the core information of the header there are:

  • A list of users who have currently opened this ticket
  • A button to print the ticket

Note: The ticket owner has a link to the users data in the Users and Groups application. The prerequisite for this is that the logged in user has the permission Users and Groups.

Note: If a ticket is being processed, this is marked on the icon of the user who is editing it. Only this user has write access at the moment.

Note: If the ticket is part of a bundle, an additional note will be issued.

Note: If the ticket is part of a bundle, an additional note will be issued. It is no longer possible to delete this ticket.

Options

The following options are available to the user via the header:

  • Mark as unread: the ticket is set to the status unread and is exited immediately.
  • Copy URL to ticket: copies the web address of the ticket to the clipboard.
  • Filtering the conversation steps for exclusive selection:
    • Pure conversation: only show steps of the conversation that contain a text or attachments, for example when emails have been sent or received
    • No system steps: show additional processing steps without additional text
    • Show all: also show all internal processing steps
  • Show extensions: display / hides the list of ticket extensions

Conversation list

In the conversation list the sequence of the processing steps of the ticket is being displayed. The list is sorted reverse chronologically (the latest changes are at the top). The most important information of processing steps are:

  • Who triggered this step
  • What was done - this refers to the action taken and the editing text
  • When the step was triggered

Most of the processing steps also have an options button, for example to change the description text.

There is a line with actions between the header of the ticket and the conversation list to process a ticket. Depending on the status of the ticket, this line only contains the allowed actions. The order of the actions changes automatically - for each user individually - with the frequency of their use. For example, if the "Edit" action is used significantly more often than "Close", it will be placed further up in the list of actions.

Ticket Extensions

Ticket extensions provide further information about a ticket. The extensions shown can be changed and sorted in the Ticket Layout Settings.

Note: The visual proportions of the conversation and extension list can be changed by dragging and dropping the separator between the two lists.