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Message

Use this form to send an email message regarding the selected ticket. The message will be sent from the ticket service email address and will be recorded on the Ticket - Communication tab.

Ticket requesters have limited options in this form. In case they have no additional roles in services, they can send messages only to the solver of the ticket.

Options:

  • Command panel
    • Send - send a message
    • Attachments- list of message attachments.
      • Add attachment - for more information, see Attachments in Note.
    • Message - if, in the course of writing a message, you decide that you do not want to send the text you have written as a message, but just want to save it into the ticket log, e.g. as a note or minutes of a personal meeting, select the desired event type from this menu. This will change the form to Note.
    • Change status - move to another ticket status according to the solving process.
  • To - enter at least part of the message recipient's name, then select that recipient from the drop-down menu. You can also type the recipient's email address directly into the line.
  • Copy - in the case of a secondary recipient, enter the secondary recipient of the message.
  • Subject - check and edit the subject of the message.
  • Text - write the message text.
  • Attachments- list of attachments to the message.
    • Add attachment - for more information, see Attachments in Note.
  • Show to requester - turn on if you want the Requester to see the message on the Communications tab of the selected ticket.
  • Wait for response - turn on if you want to count the time between sending the message and receiving a response from the requester as waiting for the requester. Time is only counted in the waiting for a requester if the message is addressed to the requester.
  • Important - enable this option if there is an important event, such as a ticket being submitted or clarified. On the Communications tab, the event will be highlighted with a blue flag symbol.
  • Ticket solution - enable this option if the event contains a description of how to resolve the ticket. On the Communications tab, the event will be highlighted with a green flag symbol.
  • Cost report - if applicable, show the work time spent resolving the ticket.