Page History

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• Assign To - Clicking this will open the Assign Ticket.
• Customer- When clicked, this will open the Customer screen.This is not evailable 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.

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• 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 Status
• Priority -Drop down list box that displays the Tickets Priority. -  See How to Add Ticket Priorities
• 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.
• Module- This will display the Modules entered for the Products selected.

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 Button - This will sava save the Ticket created and notify the customer contact or i21 Agent 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 nor i21 Agent. Draft will not be visible from other customer contact or i21 agent.
• Cancel - Clicking this will ignore any draft that is being entered.
  
  History Tab
  
  This tab will display all Tickets created for the Customer. This allows the user to open the Ticket for the current Ticket by clicking on the Open button.
  
  
  
  
• JIRA issues Tab
  This allows an i21 Agent to add an existing JIRA key by clicking  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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