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Ticket

On this page you can see one specific ticket in ALVAO Service Desk.

Options:

  • Command panel - contains similar commands as the Tickets page.
  • Ticket header
    • Requester portrait with service icon and user presence. The user's presence is displayed next to the requester's and other participants' names.
    • Ticket Tag - a ticket identifier consisting of a prefix, ticket number and suffix, e.g. T123ALVAO.
    • Ticket Name - the short name of the ticket
    • Requester - the user who submitted the ticket.
    • Requested for - the user for whom the ticket was created. Only displayed if different from the requester.
    • Solver - the member of the service team who is currently assigned to solve the ticket.
    • Status - the status of the ticket, see the Solving process tab.
    • Current target/due date - the target that the solver is currently supposed to achieve in the request, see tickets table - column Current target.
  • Tabs

    • Communication - this tab displays the ticket log, i.e. sent and received email messages, internal notes of the service team, minutes of phone calls and personal meetings, records of changes in the values of ticket fields, etc. Ticket log records are usually collapsed by default. You can expand them by clicking on them to see their full content. Or, you can use the Expand all command from the drop down menu after the tab title.

      The menu in the top-right corner of each record contains following commands:

      • Reply - reply to the message by email.
      • Forward - forward the message by email.
      • Edit - edit the log record. Users can edit only the records that they have created.
      • Translate - translate the record into your preferred language. Then, you can go back by clicking the Show original button. This command is available only with the ALVAO Automatic Content Translation module.
      • Mark as Important - sets the Important flag of the record.
      • Mark as Ticket solution - sets the Ticket solution flag of the record.
      tip

      To get link to a particular ticket log record, right-click the record subject and choose Copy link command from the browser's shortcut menu. Use the Open link in new tab command to view the record in a new browser tab.

      The tab title changes according to the view you can select in the drop-down menu next to the tab title:

      • Communication (default view) - this view displays only records that contain some message or attachment from users. The requester of a ticket only has this view available and can only see records with the Show to requester option enabled.
      • Important - the view only displays events marked as important or as resolving a ticket.
      • Requester - displays only communication involving the requester of the ticket.
      • Attachments - displays all communication containing any attachment.
      • Detailed log - view all ticket log entries.
      • Expand all - expand all records displayed on this tab.
      • Search - a search input box shows up at the top of the tab. Enter at least part of the author’s name, recipient’s name, subject, text, or attachment name, press Enter, and then the found log records appear on the tab.

    • General - this tab displays the values of the ticket fields, see the columns in the tickets table.

      With the ALVAO Automatic Content Translation module, hover over the value of any text field and use the Translate command that appears after the text to translate the text into your preferred language. You can then return to the original text by clicking on the Show original command.

    • Workflow - on this tab you see a diagram showing the current status of the ticket in the context of the entire solving process, i.e. the sequence of ticket statuses from creation to closure. The solving process is determined by service process.

      tip

      Click on a particular status in the diagram to easily invoke the Go to status command.

    • Links - this tab displays the tickets that are linked to this ticket in a table. After the tab name, you can see the number of tickets linked.

      In the command bar, you will also find the following commands.

      • Add link - add a new link to another ticket
      • Edit link - edit selected link
      • Delete link - remove selected link

      The table contains the same columns as the tickets table and you can also enable the display of nested links in it.

      The tab is only displayed to members of the ticket service team.

    • Objects - on this tab, you will find the objects from ALVAO Asset Management that are linked to this ticket (see the Objects ticket field). The number of linked objects is displayed after the tab name.

      In the command panel you will also find the following commands:

      • Add object - bind another object to this ticket
      • Remove Object - remove the link to the selected object
      • Open in new tab (icon after the tab name) - view linked objects in the browser new tab.

    • Approvals - on this tab, you can monitor and control the approval of the ticket. After the tab name, you can see the number of active approval steps. The approval steps and their details are displayed in a table.

      In addition, you can find the following commands in the command panel:

      • Cancel approval process - cancel the selected approval step.

    • Custom tabs can be viewed here as well. See Application templates for examples.