Track, Modify, and Manage Open Tickets

This article contains the following topics:

View and Track Existing Tickets

The Service Center space displays you a list of all your tickets. From this workspace, you can view the summary of each ticket. You can open a ticket in a new tab or a window to view complete details of the ticket. You can edit a ticket and can add more information to it.

To learn how to create tickets, see Submit Tickets.

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

You can export the tickets list using the Print to PDF or Export to CSV options. The data is extracted in the chosen format and you can save the data for future use.

You can view the details of a ticket using the following methods:

• Click the expand icon on a ticket row to view the summary of the ticket on the same page. You can also add a worklog entry on the same page.

• Double-click a ticket row to view the details of the ticket in a new tab.

• Click the arrow button in a ticket row and select one of the following options:

• Edit Ticket in New Tab – Opens the ticket in a new tab.

• Edit Ticket in New Workspace Window – Opens the ticket in a new window.

Note: To view all the details of a ticket and to access the complete set of features that are related to a ticket, open it in a new tab or window. These details and features are not visible on the Service Center view.

The following topics explain the components on the ticket details page.

Ticket Board

To view the progress on your ticket, scroll down to the Board section of the ticket. The Board displays the following items:

• All notifications that are related to the ticket, like changes in status, reason code, ticket assignment, and ownership.

• All worklog entries by you and the analysts.

• Comments on worklog entries.

Ticket Status

The Status field displays the current stage of the ticket in its lifecycle. The current stages are New, Queued, Active, Pending, Complete, Resolved, Closed, and so on. As you ticket progresses to resolution, the status also changes to reflect that progress.

As a Self-Service user, you cannot modify the status of the ticket. However, you can view the status to get information about the progress against a ticket you have created.

Reason Code

A request is moved to a status, either by an analyst or by an auto-route, on the basis of a reason. This reason can be identified by viewing the Reason Code field. The reason code depicts why a ticket is in a particular status. For example, a ticket status could be "Pending" with reason code "Pending Vendor Information".

There can be more than one reason for why the ticket is in a given status. For example, a ticket status could be Pending. The Reason Code could be such as Pending User Call Back, Pending Vendor, or Pending Change Approval.

The administrator defines and controls the reason code and its association with a ticket status. An administrator can configure a reason code as compulsory based on the following items:

• Ticket conditions

• The naming conventions applicable in your organization

Email Notifications

Notification is a message sent to an individual or group when a predefined situation or event occurs. Notifications also keep you informed about the progress made on your tickets. For example, a ticket is logged, updated, resolved, or closed. The application can be set up to send out notification messages to the requester and other identified stakeholders.

A notification can be sent to perform the following tasks:

• Inform the receiver of an event.

• Ask the recipient to take suitable action.

Notifications are also sent to approvers or reviewers when a change request is submitted for approval. Similarly, the administrator can set up to send out notifications when a request breaches a Service Level Target.

As a Self-Service user, you can receive notifications in the following cases:

• A ticket is logged on your behalf.

• Change in the status on a ticket you have logged.

• You are assigned a ticket for approval.

• You have been assigned a Service Feedback form.

• You try to reset or change your password.

You receive notifications about progress on active requests only when the related worklog entry is made client-viewable by your administrator. You also receive notifications when there is a client-viewable update.

Out of Office

When the Out of Office flag is enabled, you do not receive notifications for updates on an active request. When you recently enabled the out-of-office flag, confirm that the flag is removed. When the flag is enabled, notifications can be diverted to your deputy.

Respond to Notifications through Email

The product lets you create and modify tickets through your registered email ID. After you create a ticket, you can add more information using the reply and forward features in your email client.

You can directly respond to email notifications received from the product, by replying to them from your mailbox.

Remember the following rules while responding to a notification from the product:

• The subject line of your email must match the subject of the notification. Do not modify the subject line in any way, and reply to the notification as normal, using your normal mailbox.
• The text in the To, CC, BCC, and Subject fields of your email must not exceed 512 characters.
• The message body in your email must not exceed 4000 characters. This limit is lower for languages that use Unicode characters, such as Japanese.
• When responding to an approval request, the first word of your message body must be either "Approved" or "Rejected." Mention any further comments only after the words Approved or Rejected.

The application processes all requests that do not contain a ticket number in the subject line as new requests. Hence, the response to a notification results in the creation of a ticket, instead of updating the existing ticket. Some of the reasons are:

• The subject line was not configured in a particular format. For example, SRQ#<ticket number>. The email response is appended to the original ticket only if this format is followed in the initial notification. The administrator manages this configuration.
• The subject line of the notification was modified. The subject line does not contain items like the ticket number and Re or RE or FW. When the subject line is modified, the application cannot recognize that the email is related to an existing ticket.

View Activity History

The Activity History section displays the historical information of a ticket. You can review details of all actions that are taken on the ticket. For example, automatic actions, notifications, and manual actions, like change in status, communications sent out, worklogs, assignment, and field updates on a ticket.

For example, the activity history of a ticket is updated when details related to the ticket, related CCTI, or related Affected Service are modified.

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> 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.

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.

Update Existing Tickets

You can update a ticket to add information to the worklog, comment on an existing worklog entry, and add attachments. Most of these options are available only when you open the ticket in a new tab in the application.

If your administrator allows, you can also relate configuration items (CIs) to your ticket.

After you submit a ticket, you cannot modify any fields on the ticket. You can only update the worklog, add attachments, and relate CIs and assets to the ticket. If you want changes in any ticket fields, you can request such changes through the ticket worklog.

You cannot delete a ticket that you have logged. As self-service user, the only action you can take is submit a request.

To close a request that you have incorrectly logged, and you do not want any action, contact the service desk. You cannot close the ticket yourself.

If you navigate away from a screen without saving your changes, the application displays a warning message. If you attempt to log out from a session without saving your changes, the application displays a warning message. If you want to save the changes, click Cancel. Save your change, and then navigate away from that screen.

Add Information to Worklog

Worklogs are manual entries in the ticket to record any additional information that is relevant or significant to the ticket. The application does not capture this information automatically. For example, findings on an issue and telephonic conversations that are related to the issue or issue resolution.

Analysts mostly update worklogs. A Self-Service user, can also add a worklog into the ticket to share information that is related to the request. All updates added to the ticket either in response to a notification from the ticket, or from the Self-Service user interface, get appended to the ticket. They can be seen as communications on the Board section of the ticket.

An analyst can mark a worklog as Client Viewable, thus making it visible to the requester. The product also allows worklog updates to be sent as email to identified recipients. The analyst can select the Send as Email option before saving the worklog to send the worklog as an email.

You can add more information to a ticket or reply to questions posted by the analysts in the worklog.

You can specify the time spent on a worklog. If you add an incorrect time to your worklog, you can adjust the time using the negative values. For example, you spent 10 minutes on your ticket and incorrectly added 20 minutes, you can adjust the time by using -10 (that is 20-10=10). The minimum time that you can spend on a worklog is -999 and the maximum time that you can spend on a worklog is +999. 

Follow these steps:

1. Double-click a ticket to open it in a new tab.
2. Click Worklog, complete the required information, and click Submit.

Your information is added to the ticket. You can view this information in the Board section at the bottom of the ticket page.

If you are not able to view the messages in the Board, click inside the Write Post box. The Board expands and displays the messages, if any.

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

Follow these steps:

1. Click 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.

Your information is added to the ticket.

Comment on Existing Worklog Entries

Follow these steps:

1. Double-click a ticket to open it in a new tab.
2. Scroll down to the worklog item in the message board and click in Write Post.
3. Type your comment and click Share.

Your comment is added as a worklog item in the Board area.

Add Attachments

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.

Once 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.

Follow these steps:

1. In the Tickets area, click Filter and select the filter options.
2. Click Apply.

A filtered list displays.

You can search for tickets that contain specific keywords. Type the keywords in the Search field, at the top of the list, and press Enter.

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

Follow these steps:

1. Click WORKSPACES> SERVICE DESK> Service Center>, 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.

The list now displays only the tickets that were last modified during the specified period.

View Tickets in Your Organization

By default, Self-Service users can see only their own tickets. However, your administrator can enable you to view all the tickets other users at and below your level log. If you are unable to see the tickets that others log, you have permissions to only view your own requests. You can contact your application administrator.

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> Service Center.
2. Select the Show My Organization's Tickets check box.

The tickets list now displays the tickets of all the users in your organization. You can search for other users' tickets in the same way as you would search for your own tickets.

You cannot view the tickets of users who are above your level in your organizational hierarchy.