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Action Buttons

Service Desk > Operations > Tickets

The following actions are provided to manage selected tickets. In some cases you have to select one or more rows to enable these action buttons.

  • New - Displays the following options.
    • New Ticket - Creates a new ticket.

      Note: You can customize the New Ticket forms displayed when adding and editing tickets.

    • Add Note - Enters notes and reports hours worked for a selected ticket. See The Add Note Dialog.
  • Goto - Enter a known ticket ID to edit the ticket.
  • View - Displays a ticket without allowing any edit changes. Selected users may only have access to view a ticket using this option. You can select multiple tickets and page from one ticket to the next in View mode.
  • Edit - Edits a selected ticket.
  • Delete - Deletes selected tickets.
  • Mark - Displays the following options.
    • Read - Marks selected unviewed tickets as having been previously viewed.
    • Unread - Unmarks selected viewed tickets as having not yet been viewed.
  • Group Updates - Updates multiple tickets at the same time. For example, you can set a group of tickets to Closed. All tickets must be members of the same service desk.
  • Ticket - Displays the following options.
    • Stop Notification - Pending email notification of selected tickets can be stopped using Stop Notification in Tickets. This option is used in conjunction with Email Send Delay in Role Preferences and User Preferences. For example, if Email Send Delay is set to 5 minutes for the role you are using, then you have 5 minutes to cancel any emails that are pending for a ticket using Stop Notification. Applies to ticket rows displaying a Word 60% / HTML 100% icon in the icon column of the ticket table. Stop Notification only stops currently pending email.
    • Archive - Archives selected tickets. See Archived Tickets to review archived tickets or to unarchive tickets.
    • Copy - Copies a selected ticket to a target service desk or knowledge base desk.
    • Link - Links two or more selected items. Linked items display in the Related Tickets tab of a ticket or KB articles. Use Search All to select and link items from different desks.
    • Unlock - Unlocks selected items. An item locks each time you edit it, preventing other users from editing it at the same time. If a user has left an item open and you need to maintain it, you can unlock the item to gain access to it. Doing so prevents the user who originally opened the item from saving his or her changes. Tickets locked by expired or non-existent sessions are automatically unlocked when reapply schema runs.
    • Merge - Merges multiple tickets into a single ticket. Presents differences between tickets as options. You must select which option you want to keep after the merge. Use Search All to select and merge tickets from different service desks.
    • Undo - Reverts changes made during the last save to a ticket's status, priority, stage, category, subcategory, resolution, last edit time and any note made during the last save. All other fields are unchanged. Procedures are not run as a result of an Undo.
  • Statistics - Displays Service Desk statistics, by desk definition and date range.