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  • 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.
  • Database- This will display the Database setup of the selected product.

Details Tab

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    Editor
    Editor
    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.
     
  • 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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