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Tickets

On this page you can see tickets in ALVAO Service Desk. It is the default page for members of service teams.

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.
    • 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 requests.
    • Due date - change the deadline to resolve selected requests
    • Approve or reject - approve or reject a ticket. This command is displayed only to the current approvers of the selected ticket.
    • context
    • 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.
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        • 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 requests - merge duplicate requests into one.
        • Delete - delete selected requests. Removed ticketswill 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 ticketsby 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 bar, see custom commands.

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

  • Selected ticket - when you select a ticket in the list, a previw 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.