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  • Time Tracking- Clicking this will open the Time Tracking tab. Click Log hours to log your time entry. Adding of Hours Worked is not available to customers.

           

                   To add estimated hours to an agent view Adding Estimated Hours page

  • Attachments -  Clicking this will open Attachments tab and will allow the user to attach any file related to the Ticket.
  • Jira Tickets - This will open Jira tickets tab. This will allow users to link Jira tickets associated to the Help Desk ticket. This also allows an i21 Agent to add an existing JIRA key by clicking Add button and Create Issue. Customer Contact will only be allowed to view JIRA added in this tab. This tab can be used provided that you have integration with JIRA Issue & Project Tracking Software. 

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