This article contains the following topics:
As an analyst, you can view and manage your tickets and ticket queues. You can view a list of tickets that are assigned to you and your support groups. Besides working on a requested service, you can take multiple actions on a ticket. You can classify a ticket on the type of the request, determine the progression, and update solution details. The Administrator routes a new ticket to its respective support group and also defines the routing rules. |
The responsive layout in the Ticket Details page gets adjusted with the user's screen size and orientation.This allows users to see more columns of fields based on the screen width, to provide:
Note: The administrator has the ability to enable or disable the responsive layout for Ticket Details. For more information, see Service Desk Parameters.
This article explains how to view ticket details and perform some basic tasks on the tickets page. The information is applicable to all ticket types, namely Service Request, Change Request, Incident, and Problem.
A visual indicator of a ticket's priority makes it easier for analysts to identify what needs to be worked on quickly.
Following are the list of color codes added to display the relative importance of tickets in both the list and grid views in the priority cell in Ticket Center:
You can filter the ticket list to view tickets matching certain conditions. For example, you can filter the ticket list to view Incident tickets that are in active, and approved status. You can also save, edit, view, and delete a filter that is applied for filtering the ticket lists.
Follow these steps:
Note: The filters that are saved in the browser cache in the previous releases of Serviceaide Intelligent Service Management, are automatically applied for the first time. These filters are applied independent of the browser type such as Google Chrome or Mozilla Firefox.
You can view a new ticket in a new workspace tab or a new workspace window. Opening the ticket in a new workspace window allows you to navigate to a different workspace without closing the ticket. Opening the ticket in a new workspace tab allows you to view multiple tickets. You can view the ticket details, update the ticket, or act on the ticket.
The Summary section of the ticket displays the following information:
Details of the resolution or closure of the ticket are displayed only if the ticket is reopened at any point in its lifecycle. |
Follow these steps:
The Activity History section displays the historical information of a ticket. You can review details of the following actions that are taken on the ticket:
For example, the activity history of a ticket is updated when details related to the ticket, CCTI, or Affected Service are modified.
You can view the following information by selecting the Discussion tab, in the Activity History section. The worklog is displayed in a conversational manner, with different colors for the client and analysts' comments. It helps the analysts to identify each comment and take action accordingly.
The logged in user's conversation is always right aligned and rest of the user's conversation will be left aligned. For example, for a request, if a self-service user logs in, can view his worklog entries right aligned and other conversations left aligned. Similarly, for the same request, if the analyst logs in, can also view his worklog entries right aligned and other conversations left aligned. Anyone who has not added any worklog, can view the conversation history left aligned. |
This image displays the logged in user as a self-service user.
This image displays the logged in user as an administrator.
Email communications are captured on the Communication tab which helps get a quick view of the email interactions. Email updates are also visible on the Full Activity History. You can view the following information by selecting the Communication tab in the Activity History section.:
You can view the following information by selecting the Full Activity History tab in the Activity History section: Activity Type, Created Date, Created By, and Activity.
For example:
Activity Type | Created Date | Created By | Activity |
---|---|---|---|
Action | 07/22/2014 | Washington, Adam | Action Taken: Take Ownership; Changed the status to: Active with Reason Code: In Progress |
Note: The following fields are updated for a requester in the Activity column: Description, Affected Service, Search CCTI, Source, Urgency, Impact, Priority, Business Criticality (Change Ticket), Severity (Problem and Incident Ticket).
Follow these steps:
You can use the Filter option to filter the list By Activity Name, By User, and By Creation Date. You can also filter the list to include, Related Ticket Activity, Related CI Activity, and Affected CI Activity.