The View Summary page lists all tickets. Each row displays summary data for a single ticket.
New Tickets or New Notes
New tickets, or new notes in existing tickets, are clearly highlighted in one of two ways.
The list of tickets displayed depends on several factors:
The assignee list displayed in View Summary and Create/View is based on the scope of the currently logged on user. Ticketing assignment in the Ticketing module always allows you to see master users, regardless of your role or scope.
Open Tickets, Past Due, Closed Tickets, Total Tickets
Shows the number of tickets open, past due, closed, and total for all tickets matching the filtering criteria described above.
Search restricts the list of tickets to only tickets containing any of the words or phrases in the search string. Enclose a phrase in double-quotes ("). Search examines the ticket Summary line, submitter Name, submitter Email, submitter Phone, or any of the Notes.
Clicking any of the ticket Summary links in the paging area displays the details of that ticket using the View Ticket page. Words in the ticket notes matching any Search word are highlighted with a green background.
<last 10 searches>
The drop-down list below the Search edit box lists the
Click either ascending or descending to order tickets by the selected column.
Allows each user to organize the columns displayed in the table. Clicking Fields... opens a dialog in a new browser window. There, you can select which columns to show or hide and also the order in which columns are displayed. You can show/hide any of the following columns:
You can also select additional custom fields you have previously created using Ticketing > Edit Fields.
Automatically submit on field changes / Submit
If Automatically submit on field changes is checked, then the View Summary page redisplays as soon as a single field in the List Fields Filter is changed. If blank, then you can change several of the List Fields Filter at one time. The View Summary page won't redisplay until you click Submit.
(List Fields Filter)
Each field of type
Mark All Read
Click to mark all tickets as read. Read tickets display a icon. Any changes or note additions inserted by other users reset the ticket to unread. Unread tickets display a icon.
Use Set Field... to change multiple field values on multiple tickets at once. Check the box for all the tickets you wish to change a field value for. Then click Set Field... A dialog box displays that enables you to set a new value for any of the fields.
When more rows of data are selected than can be displayed on a single page, click the and buttons to display the previous and next page. The drop-down list alphabetically lists the first record of each page of data.
To merge tickets, check the box for any two tickets listed, then click the Merge... button. The resulting merged ticket contains all the notes and attachments from both tickets. You are asked which field values you wish to use in the ticket for all field values that are different between the two tickets.
Click Change Highlight to set and/or modify row highlighting based on date. Highlight tickets in two ways. Tickets with a date within 1 day of the current time are highlighted in red. Tickets with a date within 7 days are highlighted in yellow. You can independently adjust both the number of days and the highlight color. To disable highlighting by date, set each number of days to zero. The highlight date may be last modified date, due date, or creation date.
Select All/Unselect All
Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.
Clicking any column heading re-orders the table using that column as the sort criteria.
Each row of the table lists summary data for a single ticket.