Ticket Related Operations

Creating a ticket without an Incident

1. Go to Incidents > Tickets.
2. Click New.
3. Enter a Summary and Description for the ticket. Both of these fields are required.
4. For Assigned To, select a user from the menu.
5. Set any Due Date for the ticket.
6. Select a Priority for the ticket.
7. Click Save.

Creating a ticket from an Incident

1. In the Incident Dashboard, select the incident you want to create a ticket for.
2. Click Ticket.

The Incident ID, Summary and Description for the ticket will be populated from the incident information.

3. Select the person you want to assign the ticket to.
4. Enter a Due Date for the ticket.
5. Set a Priority for the ticket.
6. Click Save.

Closing a ticket

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. For State drop down, select Closed
5. Click

Changing the assignee in a ticket

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. For Assigned drop down, select the new Assignee
5. Click

Changing the due date in a ticket

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. For Due Date edit box, select the date and then the time Click Save.

Adding notes to a ticket

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. Add to Description
5. Click Save

Adding attachments to a ticket

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. Click PDF or PNG under Attach file
5. Include the file and Click Upload.
6. Click Save

Exporting a ticket

1. Go to Incidents > Tickets. 2. Select a ticket
2. Click Export

Viewing Ticket History

1. Go to Incidents > Tickets.
2. Select a ticket
3. Click Edit
4. See Action History on bottom right pane

Searching tickets

This can be done in two ways

Type in key words in Search box

Use the Attribute Value Search –