Take an Action on a Ticket

Add a Worklog to a Ticket

Worklogs are manual entries in the ticket to record the work progress. Worklogs are used to track the time that is spent on working to resolve or close each ticket. You can add a worklog to a ticket after submitting the ticket or from within the ticket list. You can add worklogs to a locked ticket. You can also share or hide worklogs from a requester and send your worklog as an email. 

For more information about work log and work log notifications, see Worklog and Worklog Notifications.

Follow these steps:

1. Navigate to WORKPACES> SERVICE DESK> Ticket Center, and click the arrow icon in the row listing the ticket.

2. Specify the work log type and work log.

   The various work log types are:- Client Note- Update- Work- First Contact- Resolved

3. To send work log as an email, select Send as an e-mail .

4. You can share or hide your work log from the requestor by selecting the Client Viewable option. 

5. Specify the minimum time spent on the work log using the up and down arrow in the Time Spent(Min) field.
6. Click Submit.

Note: You can create a maximum of 1000 work logs for each ticket. You cannot modify or delete a work log added to a ticket.

If you add incorrect time to your worklog, you can adjust the time using the negative values. For example, if you spent 10 minutes on your ticket, but incorrectly added 20 minutes, add -10 to adjust the time. The total is 20-10=10.

The minimum and maximum time that you can add for a worklog are:

Minimum Time = -99999

Maximum Time = +99999

You can also adjust the time by passing a negative value through SOAP services. Use the work_time_spent attribute in the updateWorklog action. For more information about working with SOAP, see Execute Workflow Actions Through Web Services.

Take Bulk Action on Tickets

The administrator configures the bulk actions available to you. Bulk actions are workflow actions, and can be applied to multiple tickets selected from the ticket list. You can take a bulk action when you want to apply the same action on more than one ticket. For example, you can take ownership of multiple tickets, or can assign multiple tickets to another group. You cannot execute a bulk action on a locked ticket.

Follow these steps:

1. Navigate to WORKPACES> SERVICE DESK> Ticket Center. 
2. Select the check box against the tickets that you want to apply bulk actions to.

3. Click Bulk Actions and click the action that you want to apply from the list of actions.
   
   

Note: You cannot execute actions such as Delete Attachments, Relate or Unrelate CIs, and Relate or Unrelate Tickets on locked tickets.

Copy to New

As an administrator you can copy an existing ticket information to a new ticket. Information specified in the following sections can be copied from an existing ticket to a new ticket.:

• Ticket Information
• Additional Information (Custom fields)