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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:

Easy navigation
Minimum scrolling and resizing
Optimum viewing experience

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.

Color Coding for Ticket Priority

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:

Critical: Red
High Priority: Orange-Red
Medium: Orange
Low Priority: Yellow
Custom: Gray
None: Blank

Filter Ticket List

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:

Navigate to WORKPACES> SERVICE DESK> Ticket Center> Filter.
Select the relevant items that you want to be filtered on in the ticket list using the check boxes and lookup fields.
To run a filter without saving it for future use, click Apply.
Note: The last applied filter for the Ticket Center ticket list, regardless of if it was saved or not, is automatically applied whenever you access the application.
To save and reuse a filter, enter the name in the Name text box, select the filters, and click Save & Apply.
(Optional) To view the available filters, click the Name drop-down.
(Optional) To edit a filter name, click the pencil icon.
Note: The application does not require filter names to be unique so you can create duplicate names for your filters.

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.

View Ticket Details and Edit Tickets

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:

Recent activity.
Time that is spent on that activity.
Total time that was spent on the ticket.
Phase, status, and reason code.
Who opened or updated the ticket, and the group that the user belongs to.
The owner of the ticket.
The date and time of closure or resolution of the ticket.

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:

Navigate to WORKPACES> SERVICE DESK> Ticket Center, and hover over the ticket in the ticket list.
Click the arrow icon in the far left column.
Click Edit Ticket in New Tab or Edit Ticket in New Workspace Window.

View Activity History

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:

Automatic actions
Notifications
Manual actions like change in status, communication 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, CCTI, or Affected Service are modified.

Discussion

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.

Worklog comments from end users and analysts.
Time spent on the ticket

Note

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.

Communication

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.:

Full Activity History

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:

Navigate to WORKPACES> SERVICE DESK> Ticket Center, and open the desired ticket.
Click Activity History in the anchor links at the top or scroll down to the Activity History section.

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.

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