Ticket queue

The ticket queue is the Tickets page in the console. Here you see the tickets you hold, your team's tickets, and tickets nobody has been assigned to yet, then narrow them down with search, filters, sorting, and grouping.

The page only opens for accounts allowed to read team tickets or all tickets. A requester account that opens its address is sent to My tickets in the portal.

Scope tabs

The four tabs above the table decide which tickets are loaded:

The My team tab only appears if your role may read team tickets. If you do not belong to any team, the tab shows You're not a member of any team; ask an admin to add you to a team through Users, teams, and roles.

Search, filters, sorting, and grouping stay in place when you switch tabs. Switching tabs always goes back to page 1.

Searching

Type in the Search by number or subject box. A ticket number must be typed in full; for the subject, part of a word is enough.

Filters

1. Click Filter. The Filter by menu lists the fields you can filter on: Kind, Status, Priority, SLA, Requester, Team, and Assignee.
2. Pick a field, then tick one or more values. The menu stays open so you can tick several values in a row.
3. To go back to the field list, click the field name at the top of the menu.

The SLA filter has two values: SLA at risk and SLA breached. See SLA and due times for what they mean.

Each active filter shows as a chip next to the button, for example Status · is any of · In progress. When more than one value is picked, the chip shows the count, for example 2 selected. Click the cross on a chip to drop that filter, or choose Clear all filters at the bottom of the Filter menu.

When no ticket matches, the page shows No matching tickets with a Clear filter button.

Sorting

The default order is Updated, newest first. There are two ways to change it:

• Click a column header. The first click sorts ascending, the second click flips to descending. Every table column can be sorted: Number, Subject, Status, Priority, SLA, Requester, Team / agent, and Updated.
• Click Sort, pick a field under Sort by, then pick Ascending or Descending under Direction. This menu also includes Created. The icon button next to Sort flips the direction in one click.

Picking the active field again in the Sort menu restores the default order.

Grouping

Click Group and pick Kind, Status, Priority, SLA, or Team. Pick None to go back to a plain table.

Pages and rows per page

Below the table you see the row range and the total, for example 1–25 of 130. Choose Rows per page (10, 25, 50, or 100; the default is 25) and move between pages with the page numbers or the arrow buttons.

The view lives in the URL

The tab, search, filters, sort, grouping, page, and page size are written into the page address. This means:

• You can copy the address and send it to a colleague; they open the same view, with contents according to their own access.
• The browser's back button restores the previous view.
• After opening a ticket and pressing Back to queue, you return to the same page, scroll position, and row.

Click a row to open the ticket. To open it in a new tab, Ctrl-click the ticket number. Working on the ticket page is covered in Working a ticket.

Creating a new ticket

The New ticket button appears if your role may create tickets.

1. Click New ticket.
2. Choose the Kind: Incident (disruption) or Service request.
3. Fill in the Subject (required) and the Description.
4. Choose the Impact and Urgency. Priority is calculated from both.
5. Click Create ticket. The ticket opens on its detail page right away.

A ticket created here is recorded with you as the requester. An incident gets its SLA from the default incident policy, if one exists. A service request created here does not use a catalog form, an approval flow, or an SLA; for that, the request has to be submitted through the catalog in the portal, see Reporting incidents and requesting services.