Ticket Management

This article contains the following topics:
casm171
This article contains the following topics:
A ticket can be an incident, problem, change order, issue or request
Use the Quick Profile
You can view detailed information about the contacts and organizations that make up your enterprise. Depending on your role, you can access the Quick Profile in the following ways:
  • For the roles that use the Quick Profile frequently, click the Quick Profiles tab.
  • For the roles that use the Quick Profile less often, select the View, Quick Profile command on the menu bar of a Scoreboard tab.
  • For the roles that create new tickets using the Quick Profile, click the Quick Profile button on ticket detail pages.
You can use the Quick Profile as follows:
  • Shows contact and organization information, environment, and history in the left pane.
  • Display the windows for different types of contact history depending on your latest selection in the right pane.
  • View the Scratchpad, which allows you to enter description information to the record you are creating in the bottom pane.
Quick Profile Scratchpad
You can use the Scratchpad Area at the bottom of the Quick Profile screen to merge information about the current user into new incidents, requests, issues, change orders, and activity logs. You can merge the text and contact information into a new record. You can also use existing templates to create records.
The type of tickets that you can create from the Scratchpad Area depends on the Preferred Document setting for the Access type of the selected contact. Your administrator determines this setting. This setting also determines the type of tickets that the "Quick" button labels use in the Scratchpad Area.
The Quick Profile Scratchpad lets you perform the following tasks:
  • Check the spelling of the text in the scratchpad by clicking Spelling.
  • Search the knowledge base using the keywords that are entered in the scratchpad by clicking Search Knowledge.
  • Clear all text from the scratchpad by clicking Clear Scratchpad.
  • Create a ticket using the data from the scratchpad and immediate close the ticket by clicking Quick Close.
  • Create a ticket quickly using the selected template by clicking Quick. No detail page displays, but a message indicating the results of the quick create process is displayed.
  • Create a ticket by opening the detail page for the ticket type that is selected in the Type field. The text that is entered in the Scratchpad Area displays in the Description field of the new ticket, and the current contact is the Affected End User of the new ticket.
Quick Profile Contact Information
The left pane of the Quick Profile displays the following contact and organization information, environment, and history details for the selected contact:
  • Information
    Displays general information about the contact, such as name, status, access type, and system login information. When a contact requires special handling, a banner indicates the handling classification.
  • Environment
    Displays a list of the configuration items associated with the selected contact, and the number of incidents, problems, requests, change orders, and issues for each configuration item. Click Update Environment to add or remove configuration items for this contact.
  • Issue History
    Displays a list of the issues for which the selected contact is the Affected End User. You can search for a specific issue, filter the list of issues displayed, or create an issue from this list.
  • Request History
    Displays a list of the requests for which the selected contact is the Affected End User. You can search for a specific request, filter the list of requests displayed, or create a request from this list.
  • Incident History
    Displays a list of the incidents for which the selected contact is the Affected End User. You can search for a specific incident, filter the list of incidents displayed, or create an incident from this list.
  • Problem History
    Displays a list of the problems for which the selected contact is the Affected End User. You can search for a specific problem, filter the list of problems displayed, or create a problem from this list.
  • Change Order History
    Displays a list of the change orders for which the selected contact is the Affected End User. You can search for a specific change order, filter the list of change orders displayed, or create a change order from this list.
Add Activities to a Ticket
HID_AddActivitiestoTicket
You can record all the actions that you are taking to resolve the ticket on the Activities tab. Activities can include actions such as research, calling a customer, and transferring responsibility to a different analyst. Some activities, such as "Initial" or "Field Update" are posted automatically when you create the ticket or update a field. Others, such as returning a call, changing the status, or transferring the ticket are posted when you select items from the Activities menu or from the Activities page itself.
Follow these steps:
  1. On the Service Desk tab, browse to the ticket type such as, Incidents, Problems, Requests, Change Orders, or Issues.
  2. Navigate to Assigned or Unassigned, and select the priority for the desired ticket.
  3. Open the desired ticket from the list that appears.
  4. On the menu bar, click Activities, and then select one of the following options:
    • Update Status
       to update the status of the ticket.
    • Callback
       to record the time that is spent on the call.
    • Research
       to record the time spent conducting the research.
    • Log Comment
       to record your comments.
    • Solution
       to enter a description of the solution.
    • Transfer
       to reassign a problem to another technician.
    • Escalate
       to escalate the priority of a problem.
    • Manual Notify
       to send a manual notification to the user.
  5. Edit the fields as appropriate. The following fields require explanation:
    • Internal?
      Select this check box if the activity must only be visible to internal users.
    • Time Stamp
      Specifies the date and time the activity began. This field shows the system date and time the activity record was opened. This field cannot be edited.
    • Date of Activity
      The date and time the activity was performed. Defaults to the date and time the activity record was opened, but can be changed.
    • Time Spent
      Specifies the amount of time that is spent on the activity. Enter this value in hours, minutes, and seconds (hh:mm:ss).
    • Related Ticket Activity Type
      Specifies the type of activity that is generated for a related ticket, for example, Update Status
    • Change
      Select an existing change order to which you want to attach the ticket.
    • Impact 
      Indicates the effect that the record has on tasks being performed. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
  6. Click Save.
    The activity is recorded on the Activities tab on the ticket details page.
Provide a Reason for Escalating the Ticket
If your priority calculation settings let you change Urgency and Impact values, you provide a reason for escalating the ticket. If priority calculation is not enabled, you can edit the priority field.
Follow these steps:
  1. Open a ticket, such as an Incident or a Problem.
    The Ticket Detail page appears.
  2. Modify the Urgency or Impact of the ticket.
  3. Click Save.
    The Escalate Detail page appears and displays the current, read-only values for Priority, Urgency, and Impact.
  4. Enter a reason for why you want to change the Urgency or Impact values.
  5. Click Accept.
    The ticket is modified and the activity log updates with your changes.
Send a Manual Notification to a Temporary Email Address
You can send a manual notification to a temporary email address. For example, one that is not associated with a contact record. This operation is available only if the Administrator has installed the notification_allow_temp_address Update Options (Options Manager, Notifications).
Follow these steps:
  1. On the Service Desk tab, browse to the ticket type such as, Incidents, Problems, Requests, Change Orders, or Issues.
  2. Navigate to Assigned or Unassigned, and select the priority for the desired ticket.
  3. Open the desired ticket from the list that appears.
  4. On the menu bar, click Activities, Manual Notify.
    The Manual Notification page appears.
  5. Complete the following field, and click Add Email.
    • Email address
      Specifies an SMTP address for an email recipient. You can specify temporary email addresses (for example, addresses not associated with a contact record). Separate multiple addresses with a semi-colon. This field appears only if the Administrator installed the notification_allow_temp_address Update Options (Options Manager, Notifications).
    The address is added to the Recipients list.
  6. Complete the remaining fields as appropriate.
    You can also add a personalized response such as a generic or administrator signature to the notification. The response is added at the end of the message text. For more information about personalized responses, see Personalized Responses.
  7. Click Notify.
    The manual notification is sent and the activity is recorded on the Activities tab of the ticket Detail page.
Attach to Existing Change Order
You can attach an incident, problem, or request, to a related change order. Change orders are requested changes that vary from the original scope of a specific project or task.
Follow these steps:
  1. On the Service Desk tab, select the incident, problem, or request to which you want to attach the change order. 
    The ticket detail page appears.
  2. Select Activities, Attach to Existing Change Order on the menu bar.
    The Attach Change Order to Incident page appears.
  3. Click Change.
    The Change Order Search page opens.
  4. Enter the search criteria that you want to use and click Search.
    A list of change orders matching the search criteria appears.
  5. Select the desired change order from the list.
    The Attach Change Order to Incident page displays the selected change order number in the Change field.
    If you know the Change Order number, you can type it in the Change field.
  6. (Optional) Enter the comments in the Remarks field.
  7. Click Attach.
    The ticket is attached to the change order, and the activity is recorded on the Activities tab on the ticket detail page.
Detach Change Order
You can end the association between an incident and an attached change order.
Follow these steps:
  1. On the Service Desk tab, select the desired incident, problem, or request from which you want to detach the change order. 
    The ticket detail page appears.
  2. Select Activities, Detach Change Order on the menu bar.
    The Detach Change Order from Incident page appears.
  3. Click Detach.
    The ticket is detached from the change order, and the activity is recorded on the Activities tab on the ticket detail page.
Solution
When a problem is resolved, the solution can be recorded with the problem record for future reference.
To log a solution for a problem
  1. Select the problem from the Problem List page on the Service Desk tab.
    The Problem Detail page appears.
  2. Select Activities, Solution on the menu bar.
    The Create New Activity page appears.
  3. Change the date of the activity, if appropriate, and record the time spent resolving the problem.
  4. Enter the description of the solution in the User Description field. For example, if a workaround for the problem was discovered, document the workaround here.
    See Activities Fields for field descriptions.
  5. Click Save.
    The solution is recorded on the Activities tab and on the Solutions tab on the Problem Detail page.
    OR
    Click Save and Submit Knowledge to save the solution as a Knowledge Document.
Activities Fields
The following fields are present on one or more of the pages available through the Activities menu on ticket detail pages:
Number
Specifies the number of the item for which activity is being recorded. Cannot be edited.
Summary
Specifies the summary description of the record. Cannot be edited.
Activity Type
Specifies the type of activity being recorded. For example, if you select Log Comment from the Activities menu, the Activity Type is Log Comment. Cannot be edited.
Current Status
Specifies the current status of the record. Cannot be edited.
New Status
Specifies a new status to be assigned to the record.
Current Priority
Specifies the current priority level of the record. Cannot be edited.
New Priority
Specifies a new priority level to be assigned to the ticket.
Current Assignee
Specifies the analyst currently assigned to the ticket. Cannot be edited.
New Assignee
Specifies a new analyst to be assigned to the ticket.
Current Group
Specifies the group currently assigned to the ticket. Cannot be edited.
New Group
Specifies a new group to be assigned to the ticket.
Analyst
Specifies the name of analyst who performed the activity. This is the currently logged in user. Cannot be edited.
Internal?
Select this check box if the activity should only be visible to internal users.
Time Stamp
Specifies the date and time the activity began. This is the system date and time the activity record was opened. Cannot be edited.
Date of Activity
The date and time the activity was performed. Defaults to the date and time the activity record was opened, but can be changed.
Time Spent
Specifies the amount of time spent on the activity. Enter this value in hours, minutes, and seconds (hh:mm:ss).
Related Ticket Activity Type
Specifies the type of activity generated for a related ticket, for example, Update Status.
User Description
Specifies the description of the action taken. Click Spelling to check the spelling of the text entered. Click Submit Knowledge to submit the solution to the Knowledge Base.
System Description
Specifies the system description of the action taken. Cannot be edited.
Personalized Response
Specifies the personalized response you want to send for this item. See Personalized Responses for more information.
The Personalized Response field is present only if an active personalized response exists.
Recipients
Specifies the contacts who will receive manual notification pertaining to the ticket. Click Add Recipient to search the contact list, or Remove Recipient to remove the contact from the notification list.
Urgency
Specifies the urgency level associated with the manual notification. Select the appropriate urgency code from the drop-down list.
Current Urgency
Specifies the current value for Area Urgency that is assigned to this ticket.
New Urgency
Specifies the new Urgency that is assigned to this ticket.
Preferred Method
Specifies the preferred method for delivering the manual notification message (for example, Email or Pager_Email).
Message Title
Specifies the subject heading that will appear on the manual notification.
Message Text
Specifies the text that will appear in the body of the manual notification message.
Change
Select an existing change order to which you want to attach the ticket.
Remarks
Enter text explaining why the ticket is being attached to an existing change order.
Impact
Indicates the effect the record has on tasks being performed. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
Current Impact
Specifies the current value for Service Impact that is assigned to this ticket.
New Impact
Specifies the new Service Impact that is assigned to this ticket.
Impact
Indicates the effect the record has on tasks being performed. Your system administrator can modify the default impact codes, so they can vary from one installation to another.
Current Urgency
The current value for Area Urgency that is assigned to this ticket.
Current Impact
The current value for Service Impact that is assigned to this ticket.
New Urgency
Specifies the new Urgency that is assigned to this ticket.
New Impact
Specifies the new Service Impact that is assigned to this ticket.
Create a Quick Close Ticket
You can create a Quick Close ticket, for example, a Quick Close Issue. The Quick Close option of the Quick Profile feature lets you open and close a new ticket in one step, for example, if you resolve the issue in the same session.
To create a quick close ticket
  1. Select View, Quick Profile on the Service Desk tab.
    The Quick Profile Contact Search page opens.
  2. Complete one or more of the search fields for the contact, and click Search.
    The Quick Profile Contact List populates with those contacts that match your search criteria.
  3. Select a contact.
    The right pane displays the information for that contact.
  4. Click Quick Close.
    The ticket is created.
Quick Profile Search Fields
If you are using multi-tenancy, a tenant drop-down list appears in the search filter. If you select <empty> in this drop-down list, the search is public.
Last Name/First Name/Middle Name
The last, first, and middle names of the contact. Only the Last Name field is required.
Contact Type
The contact type from the drop-down list.
Status
Indicates whether the contact is Active or Inactive.
Contact ID
A unique identifier for the contact. If the default user authentication is being used, the value in this field is used as the password when the user logs in.
User ID
The user name of the contact. This value is used to log the contact into the system.
Access Type
The access type from the drop-down list. The access type determines the functions the contact can access.
Location
The contact's location. Enter the location directly, or click the search icon to search for the desired location.
Organization
The contact's organization. Enter the organization directly, or click the search icon to search for the desired organization.
Department
The contact's department. Enter the department directly, or click the search icon to search for the desired department.
Phone Number
The contact's telephone number.
You can click the More icon to display the Additional Search Arguments field. This field is intended only for expert users who understand SQL and Majic and can use it to specify search arguments that are not available in the standard search filter fields. You can enter a SQL WHERE clause in this field to specify an additional search argument.