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Advanced Ticket Center has been greatly enhanced as part of the June 2018, August 2018, November 2018 and February 2019 releases. Please encourage your analysts to use it for improved performance and endless personalization of their backlog. |
This workspace is designed to give Analysts a high performing and flexible page dedicated to managing their queue of tickets. Advanced Ticket Center, like regular Ticket Center, displays all tickets the user has permission to view. You can also use Views to personalize their backlog of tickets into easily organized groups. For example, an analyst could have a View for high priority Changes and a separate view for an important Organization and so on. Views can be further configured using temporary filters for priority, assigned user, date range and more. The ticket details are displayed in a grid with customizable columns and sorting, enabling the users to personalize the grid based on their needs. According to your preference you can edit the width of all columns in a view in the edit mode and save. This can be unique to each view.
The dashboard lets you visualize your organization’s data in the simplest graphical forms, track performance metrics, monitor unassigned tasks and helps enhance future decision making. To learn about the Dashboard feature in the Advanced Ticket Center, see Dashboard.
Key features in Advanced Ticket Center include:
- View Dashboard that provides you a comprehensive snapshot of your service desk.
- Create multiple personalized Views with custom matching conditions for unlimited personalization and filtering. Save these Views for fast access to frequently used queries.
- A count of the number of tickets in each of your Views.
- Improved performance when loading and searching for tickets.
- The ability to add custom fields to the ticket grid; enabling users to view additional information without opening the tickets
- Adhoc or temporary filters to further slice and dice data in a View including new filter options such as Related Projects
- Search tickets by custom attributes
- View Announcements in the workspace to be alert on new outages, and important organizational events.
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If a View created prior to the Pearl Release, February 2019, is not displaying correctly, just open the View in Edit Mode (by clicking on the pencil icon) and then Save & Apply again. There are some underlying changes made to Advanced Ticket Center that may require to re-save certain Views. This applies only after the Pearl release upgrade. |
Tickets highlighted based on Priority
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- Navigate to the Advanced Ticket Center page under the WORKSPACES navigation menu.
- When you open the Advanced Ticket Center page, you cannot see any Views. All tickets based on your permission will be displayed.
- Create your first view by clicking the CREATE VIEW button on the left side of the screen.
- On the right side of the screen, you need to name your View.
- Specify the ticket type. It helps to create a view for a specific ticket type such as service request view or change request view. By default all ticket types are selected.
- Define the matching criteria. The Matching Criteria allows you to select a standard ticket attribute and set a matching value using equal (=), not equal (!=) or Like depending on the type of the attribute.
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