For IT teams
Working a ticket
Status, assignment, comments, internal notes, attachments, and assets.
The ticket detail page is where you work on a single ticket: change its status, assign it, reply to the requester, write internal notes, attach files, and link assets. Open it by clicking a row in the ticket queue.
Page layout
The page title is the ticket subject, with its number and kind below it and a badge for the channel the ticket came from. The Back to queue button takes you to the queue with the view you left.
- Main column: Description, Request answers (for requests from the catalog), Resolution (once the ticket is resolved), and Conversation.
- Side column: the status panel, Related assets, Email delivery, SLA, Approval, then Priority, Assignment, Requester, and Attachments.
The Email delivery, SLA, and Approval cards only show when the ticket has them. The buttons you see follow your role's permissions; buttons you are not allowed to use are not shown.
Changing the status
The status panel shows the current status and one button for each valid next step. The flow differs for the two kinds of ticket.
| Kind | Flow |
|---|---|
| Incident | New → Triaged → Assigned → In progress → Resolved → Closed. From In progress you can go to Pending and back. |
| Service request | Submitted → Needs approval → Fulfilling → Completed. A request can also end as Rejected or Cancelled. |
Some steps ask for input first:
- Mark as resolved: fill in the Resolution code (for example
FIXED) and the Resolution summary. The summary is visible to the requester. - Put on hold: choose a Pending reason: Waiting on user, Waiting on vendor, or Waiting internally. The reason decides whether the resolution SLA is paused, see SLA and due times.
- Reject and Cancel: fill in the Reason.
- Close ticket: asks for confirmation, because once closed the conversation locks and no new replies can be added.
A ticket that is Resolved can be reopened with Start working. The panel then records how many times the ticket was reopened.
While a service request is still waiting on an approver's decision, the only button available is Cancel. Only approvers can make the decision, see Approvals.
Priority
On the Priority card, click Edit and choose the Impact and Urgency. Priority is calculated from both. Roles allowed to manage all tickets also see Override priority manually…, which requires an Override reason and is recorded in the audit log. Changing the priority recalculates the ticket's SLA target.
Assignment
- In the Assignment section, click Edit.
- Choose the Team. If your role only covers your own teams, the list only contains teams you are a member of.
- Choose an Agent from that team's members, or (no agent).
- Click Save.
Changing the assignment does not change the ticket status; use the status buttons for that. A ticket that is Closed cannot be reassigned.
Public replies and internal notes
- On the Conversation card, click Write a reply….
- Choose the Public reply or Internal note tab.
- Write the text, attach files if needed, then click Send reply or Save internal note.
A public reply is visible to the requester. If the tenant uses an email channel, the reply is also emailed to the requester, and its status shows on the Email delivery card. The team's first public reply stops the first-response SLA.
An internal note is only visible to the team, is never sent to the requester, and does not count as a response. In the timeline it carries the Internal note label in a different color.
The text you are typing is kept in that browser tab and restored when you open the ticket again. If you leave the page with an unsent reply, you are asked to confirm.
Attachments
Attachments are added together with a reply or note, through Attach file… in the composer. The limit is 10 MB per file. An attachment follows the mode of the text it belongs to: attachments on an internal note are only visible to the team and are marked Internal. All of the ticket's attachments are collected on the Attachments card and can be downloaded from there.
Linking assets
The Related assets card shows if your role may read assets. Linking requires the permission to link assets and the permission to change this ticket.
- Click Link.
- Search by tag, name, serial number, or brand, then click Search.
- Pick an asset from the results.
- Choose the Asset's role on this ticket: Affected, Requested, or Replacement.
- Fill in a Note if needed, then click Link.
The link also appears in the asset's history, see Asset registry. Unlinking only removes the connection; the asset and its history stay intact.
When a ticket changes at the same time
If a colleague changes the same ticket just before you save, your change is refused with a message ending in — data reloaded. Check the latest state, then repeat your change if it is still needed.