Tickets

On this page you can see tickets in ALVAO Service Desk.

Options:

• Command panel - This panel displays commands to work with tickets, based on the number of tickets selected and theirs statuses. These commands can also be found in a ticket shortcut menu.

  • New ticket - create a new ticket. Source of ticket can be a Phone call or Email from requester.
  • Tiles/Table - switch display mode of the ticket list.
  • Dashboard - view the overview of the tickets to be solved.
  • Reply to requester - send a message to the requester. This option is configured to display the entire conversation thread with the requester. The response includes all users who are part of the ticket. There is an option to add other recipients to the conversation thread.
    • Send a message - send an email message.
  • New object - you can create new object and link it directly to the selected ticket. This option must be permitted by administrator.
  • Note - an option to add a new note in the ticket log. You can choose the event type from the drop down.
    • Phone call - add a log from a phone call with the requester, supplier, colleague etc .
    • Personal meeting - add a log to capture meeting summary.
    • Other - add a log from any other source of communication.
  • Resolve - resolve selected tickets.
  • Due date - change the deadline to resolve selected tickets
  • Approve or reject - approve or reject a ticket. This command is displayed only to the current approvers of the selected ticket.
  • ...
    • Edit - edit contents of the selected ticket.
    • Change status - change the status of the selected ticket. Moves the ticket to next status in the workflow. You can also select the appropriate status from the drop down menu.
    • Assign - assign the selected ticket to a specific solver group or a specific person within a group.
    • Self assign - this command has the same effect as selecting yourself in the Assign command.
    • Return to the main solver - reassign the ticket to the main group which manages the respective service.
    • Move to another service - move selected tickets to another service.
    • New linked ticket - create a new ticket wich will be linked to the selected ticket.
    • Reopen - reopen the resolved ticket. This command will put the ticket into the system status Reopened.
    • Tag - select the color tag which can be used to mark the selected ticket from the list, see Tickets - Tag column.
    • More
      • Forward ticket - send detailed log of the selected ticket via email. The message is compiled in plain text without formatting and all attachments from all logs are included. The message is compiled in plain text without formatting and all attachments from all log entries are included.
      • Follow ticket - follow the ticket to receive notifications related to it.
      • Merge tickets - merge duplicate tickets into one.
      • Delete - delete selected tickets. Removed tickets will go to the Removed status, they will not appear in the ticket list, but will still be stored in the database. You can view them in the list of tickets by using the command in the view menu - View options - Show removed and, if necessary, cancel their removal again by using the Restore removed command.
  note

  Additional commands defined by the system administrator can be displayed in the command panel, see custom commands.

• Ticket list - shows the tickets which are visible to you based on your role and service.

  The list has the following default views (tabs):

  • Recently seen - tickets that you have recently viewed.
  • To be resolved - tickets that you should solve or assign to another solver.
  • Waiting for requester - tickets waiting for the requester's reply on your message.
  • Assigned to me - tickets assigned directly to you for solution, i.e., you are the current solver of the tickets. This view contains a subset of the To be resolved view.
  • My raised tickets - tickets have you raised, i.e., you are the requester of the tickets.
  • Resolved by me - tickets that you have resolved recently.
  • All - all tickets that you are eligible to view.
  • Following - tickets that you follow, see the Tickets - Ticket - General tab - Followers field.
  • For approval - tickets awaiting your approval.
  • Alerts - tickets with any active alert on theirs due dates.

  All views are available to members of service teams. Other users have only the My raised tickets, Following, and For approval views available.

• Selected ticket - when you select a ticket in the list, a preview pane with that ticket will appear on the right or bottom of the page. You can choose the location of the pane in User menu – Settings – View – Tickets – Selected ticket to view.