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General tab

Service Desk > Operations > Tickets > Add/Edit > General tab

Summary Information

  • Service Desk - Can only be changed if the ticket is new. Select a desk definition for the new ticket. The desk definition populates a new ticket with pre-defined values and determines what values are possible for you to select in standard and custom fields. Automated processing of tickets is determined by the set of procedures linked to that ticket's service desk. You can select a different service desk provided you've been given access to more than one service desk. Defaults to the service desk selected in the Tickets table.
  • Ticket Number - Blank if the ticket is new. The unique identifier for the ticket. This value cannot be changed. Click the magnifier icon to search for another ticket or KB article, then either view it or edit it.
  • Summary - A one line summary description of the ticket.
  • Submitter Name - The name of the person submitting the ticket. Usually this is the name of the user calling or emailing about a service issue.
  • Submitter Email - The email address of the submitter.
  • Machine ID, Organization, Contact, Phone Number - Associate a ticket using the magnifier icon next to any of these fields. A contact is a staff member of an organization. Use the Machine ID magnifier icon in the ticket editor to associate a ticket with either a machine group or a machine ID. Associating a ticket:
    • Makes the ticket visible to users if their user role uses the Service Desk Technicians role type and the related machine or related organization is within their scope.
    • Can determine the policy assigned to this ticket if the association is created while the ticket is new. See Service Desk > Desk Definition > Processing > Associated Policies for more information.
  • Organization ID - Click the hyperlink beneath the Organization ID to display organization details, if an organization has been associated with the ticket. This includes general information, custom fields, machine groups, departments, staff, and secured data. This same data is available using Organization Tickets.
  • Work Order - Associates the ticket with a work order in Service Billing. Displays only if Enable Service Billing Integration is enabled in Desk Definition > General Info tab. See Creating Billing Entries using Service Desk.
  • Contact Email - Displays a contact email address, if an organization's staff member is associated with the ticket and the email address is defined in the staff member record.
  • Created - The date/time the ticket was created.
  • Promised - The date/time the customer has been promised resolution of the ticket. This can be manually changed by the call taker.
  • Escalation - The date/time an escalation counter was last set for this ticket and the amount of time before the escalation procedure is triggered.
  • Work Performed On - The date and time work was performed on the ticket. This value is independent of the entries entered for hours worked.
  • Status - Status codes represent the state a ticket is in, regardless of any other classification.
  • Priority - Prioritizes service requests.
  • Stage - The stage the ticket is in.
  • Assigned to - The VSA user or pool the ticket is assigned to. The list of assignees available to select includes any member of any non-master scope you belong to, providing that scope is assigned the same service desk you are using. A scope does not have to be currently selected for the Assigned to field to include its members in the list.
  • Last Edit - The date/time the ticket was last edited.
  • Closed - The date/time the ticket was closed by setting the Status field to Closed.
  • Due - The due date/time for the ticket. A value only displays in this field if a goal procedure is linked to the desk definition. The due date can be modified by the Pause Ticket Goal, Resume Ticket Goal and Set Ticket Goal Time service desk procedure commands.
  • Category and SubCategory - Classifies the type of service requested.
  • Severity - Classifies how critical a service request is to an organization's operations.
  • Policy - The policy in effect for this ticket. Policies are assigned by the desk definition used to create the ticket.
  • Owner - This field only displays after a ticket is created. The VSA user ultimately responsible for resolving the ticket.
  • Custom Fields - Additional custom fields may display and are available for data entry, depending on the requirements of your service organization.
  • Description - Double-click the description text box to edit the description. A popup window displays with a toolbar at the top: Word 75% / HTML 100%
    • Expand / Contract - Expands or contracts the edit window.
    • Word 60% / HTML 100% - Hyperlink selected text. You may need to reset links copied and pasted from another source.
    • Word 75% / HTML 100% - Copy selected text from Microsoft Word and paste into text pane.
    • Word 75% / HTML 100% - Insert a table.
    • Word 75% / HTML 100% - Insert a horizontal line as a percentage of the width, or set a fixed width in pixels.
    • Word 75% / HTML 100% - Indent text.
    • Word 75% / HTML 100% - Outdent text.
    • Word 75% / HTML 100% - Set selected text to subscript.
    • Word 75% / HTML 100% - Set selected text to superscript.
    • Word 75% / HTML 100% - Remove formatting of selected text.
    • Word 75% / HTML 100% - Insert special characters and symbols.