Page History
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This can be the Title or Subject of the Ticket.
Ticket Toolbar
- New - Click this to create new Ticket.
- Save - Click this to Save the Ticket but will not actually send email notification.
- Undo - Undo any changes since the last save.
Duplicate- This will create new Ticket copying the Customer Details and Ticket Details from the current opened Ticket.
Note Duplicate will not be available to customers.
Duplicate button is not available to customers.
Assign To - Click to assign ticket to a selected agent
- Close Ticket - Click to close the current ticket
- Reopen Ticket - Click to reopen the closed ticket
- Watch - Click to open Watch Ticket screen (Customer contact only have the Details tab)
- Print - Click to print the ticket. User can print the Details or the Hours Worked.
- Escalate - Click to escalate ticket. Escalate is only available for tickets that are modified/created after an hour. Notification will be sent to the Agent wherein the Escalation is checked.
- Add to Calendar - Click to open the event invitation screen.
- Participants - Click to open the Participants tab and allow user to add participants to the ticket.
- Attachments Attach File - Clicking this will open Attachments tab Attachments tab and will allow the user to attach any file related to to the Ticket.
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- Add Hours Worked- Clicking this will open the Hours Worked tab.
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- Adding of Hours Worked
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- is not
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- available to customers.
- Add Note Internal Notes - This will open Internal Notes tab. This will allow the i21 Agent save information for the Ticket. This is not available on Customer Contact login.
| Note |
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Internal Notes tab: This will not be available to customers. |
- Assign To - Clicking this will open the Assign Ticket.
- Customer- When clicked, this will open the Customer screen.This is not available on Customer Contact login.
- Contact -This will open the specific Customer Contact screen selected on the Ticket. This is not available on Customer Contact login.
- Watch - This will open the Watch Ticket screen.
- Print - This will open the Report Selection screen that will Print Ticket Details and Hours Worked.
- Escalate - This will allow an agent or customer contact to escalate a ticket and it will automatically send an email to the appropriate agent(s)\
- Close Ticket/Reopen Ticket - This will change the status of the ticket to close or reopen. An email will be generated to the customer and agent for this ticket change.
Customer Details
Customer Details
- Ticket No - This is unique Ticket No that is generated each time new ticket is created. This is based on Ticket Number entered in the Starting Numbers | Help Desk module.
- Created By- This is a read only field that displays the i21 agent or Customer Contact who created the Ticket.
- Created Date- This is a read only field and the date when the Ticket is created.
- Customer Customer - This is the Name field in the Customer screen.
- Contact - This is the Full Name of selected Customer Contact screen.
- Phone - This is the Phone field set up in the Customer Contact screen.
- Mobile - This is the Mobile field set up in the Customer Contact screen.
- Timezone - This is selected Timezone in the Customer Contact screen.
- SLA Plan - The Service Level Agreement Plan set up in Customer screen | Setup tab | Help Desk. Reply Due- Displays the number of Days, Hours and Minutes before a
Ticket
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TIcket Details
- Company -
- Ticket No - This is unique Ticket No that is generated each time new ticket is created. This is based on Ticket Number entered in the Starting Numbers | Help Desk module.
- Priority -Drop down list box that displays the Tickets Priority. - See How to Add Ticket Priorities
- Module- This will display the Modules entered for the Products selected.
- Assigned To -
- Created By- This is a read only field that displays the i21 agent or Customer Contact who created the Ticket.
- Created Date- This is a read only field and the date when the Ticket is created.
- Type - Drop down list box that displays the Tickets Types. - See How to Add Ticket Types
- Status- Drop down list box that displays the Tickets Status. - See How to Add Ticket StatusPriority
- Project - Drop down list box that displays the Tickets Priority. - See How to Add Ticket Prioritiesthat contains the Projects associated with the customer.
- Sequence - Ticket Sequence number (only have value if ticket is associated with a project)
- Go Live - Go Live date of the project
- Milestone - Drop down that contains the Milestone. Can only be saved to ticket with associated project.
Other Details
- SLA Plan - The Service Level Agreement Plan set up in Customer screen | Setup tab | Help Desk.
- Reply Due- Displays the number of Days, Hours and Minutes before a Ticket is due based on the SLA Plan. This time will reset after each reply from an agent.
- Product- Drop down list box that displays the Products. See How to Add Products
- Version- This will display the Version entered for the Products selected.
- O/S- This will display the O/S setup of the selected product.
- ACU Version- This will display the ACU Version setup of the selected product.
- DatabaseModule- This will display the Modules entered for the Products selectedDatabase setup of the selected product.
Details Tab
Editor - The "What You See Is What You Get" (WYSIWYG) editor allows for a Word like entry of data in a ticket. This comes with the several features to format your data before sending.Anchor Editor Editor
- Send - This will save the Ticket created and notify the customer contact or i21 Agent through email for any reply created and sent.
- Save as Draft - This will save the data in the Editor area but will not send an email to the customer contact login nor assigned i21 Agent's email address. Drafts will not be visible from other customer contact or i21 agent.
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Overview
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