Page Comparison

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View and Track Existing Tickets

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To view your tickets, click WORKSPACES, WORKSPACES> SERVICE DESK, DESK>Service Center,Center> My Tickets.

The application displays a list of all your tickets in the Tickets area. This list also displays the tickets that the analysts create on your behalf.

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You can view the following information under Activity History: Activity Type, Created Date, Created By, and Activity.

For example:

Note: The following fields are updated for a requester under the Activity column: Description, Affected Service, Search CCTI, Source, Urgency, Impact, Priority, Business Criticality (Change Ticket), Severity (Problem and Incident Ticket).

Follow these steps:

1. Navigate to WORKPACES, WORKPACES> Service Center and open the desired ticket.
2. Click Activity History in the anchor links or scroll down to the Activity History section to view the history of the ticket.

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You can also make worklog entries from the Service Center tab.

Follow these steps:

1. Click WORKSPACES, SERVICE DESK, WORKSPACES> SERVICE DESK> Service Center.
   The tickets list is displayed.
2. Click the expand button in a ticket row, type your information in the Worklog field, and click Submit.

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You can add an attachment to an existing ticket. The product allows you to upload a file directly or through a URL as an attachment. You can also use the drag and drop feature to attach five files at a time. 

Note: The drag and drop feature allows the user to quickly insert attachments, for the current ticket or incident. However, using the drag and drop feature, you cannot set the parameters for the attachments to define it as public or non viewable.

You can use the following steps to add an attachment. To add multiple attachments, you must repeat these steps.

Follow these steps:

1. Double-click a ticket to open it in a new tab.
2. Scroll down to the Attachments section and click Add New.
3. Select the Attachment Type and add the attachment.
   
   1. When you select File, click Browse and select the attachment file.
   2. When you select URL, provide the path to the attachment file in the URL field.
4. Enter the name and description of the attachment.
   Note: The Name field automatically takes the name of your attachment file. If you want, you can modify the name to suit your requirements.
5. Select the Global Attachment check box, only if you want the attachment to be public or you want to relate this attachment to another ticket.

          Note: This check box is visible only for the existing tickets or only after you save the ticket.

     6. Select the Not Viewable by End Users check box, only if you want to hide the attachment from the end users.

         Note: This check box is visible only for the existing tickets or only after you save the ticket.

     7. Click Upload.

Your file is attached to the ticket.

You cannot delete an attachment after you have uploaded it. You cannot edit an attachment after it is uploaded into a ticket. Editing include modifying the Name and Description of the attachment.

Follow a Ticket

Follow these steps:

1. Double-click a ticket to open it in a new tab.
2. Scroll down to the Board section and click Follow.

You are now subscribed to the ticket and receive notifications whenever there is a change in it. This feature helps you follow the tickets that other users create, provided you have the required accessOnce related, you can double-click on an existing attachment to download the individual attachment or you can click on Download All Attachments button to download all the related attachments in a zip file.

Search for Tickets

You can filter the Tickets list by status and age of the tickets.

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You can filter search results to display only the tickets that were created during a specified period.

Follow these steps:

1. Click WORKSPACES, WORKSPACES> SERVICE DESK, DESK> Service CenterCenter>, and Search.
2. Enter your keywords in the Search Service Desk field and press Enter.
   The product displays the relevant search results.
3. Select Tickets and any option under Last Modified to limit the search results to your tickets.

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You can configure your tickets list to also display the tickets that other users in your organization create. This option is available only if your administrator provides you such privileges.

Follow these steps:

1. Click WORKSPACES, SERVICE DESK, and WORKSPACES> SERVICE DESK> Service Center.
2. Select the Show My Organization's Tickets check box.

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