The Tickets Table

Service Desk > Operations > Tickets

The Tickets page displays all tickets a VSA user is authorized to see in a table format.

Note: The page can be optionally divided into upper and lower panes, by service desk, using the Desk Definition > General Info tab > Show Incident Notes Pane checkbox. If enabled, the table is in the upper pane and the description and notes of a selected ticket display in two separate tabs in the lower pane.

See the following additional topics about using the Tickets table.

• Action Buttons
• Filtering Tickets

Page Selection and Ticket Counts

A page selection bar displays just above the column headings of the Tickets table.

• Page Select - 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 using the sort order of the selected column on that page.
• Selected - The number of rows selected in the table. Includes selections on multiple pages.
• Viewing - The number of rows in the current page and the total number of rows in all pages.

Customizing Columns

This table supports selectable columns, column sorting, column filtering and flexible columns widths.

Standard Fields and Custom Fields

Standard Fields refer to built-in fields provided by a service desk. They display as columns in the ticket table and in field permission dialogs. A standard field is not necessarily available for all combinations of desk definition and user role. Nor does the same standard field necessarily display in both the ticket table and in field permission dialogs. Custom fields—if defined for a service desk—also display as columns in the ticket table and in field permission dialogs.

Tickets Icons

Tickets rows display one of the following icons:

- The ticket has been read since it was last changed.

- The ticket is unread since it was last changed. When a note is added to a ticket, the ticket is reset to unread for other users.

- Email notification is pending since the ticket was last changed. Select the ticket and click Stop Notification to prevent notification.

- The ticket is locked for editing.

Previewing Tickets

To display the details of a ticket in a new window click the new window icon. Hovering the mouse cursor over the icon of a ticket displays a preview window of the latest notes for that ticket. Use this to quickly review tickets in your queue. The number of milliseconds the cursor has to hover can be specified using System > Preferences.

Color Coding of Ticket Rows

Ticket rows are color-coded by their age, from a selected type of date: Creation Date, Due Date, Promised Date, or Date Last Modified. Colors are assigned to:

• Tickets older than a specified number of days from the selected type of date.
• Tickets younger than a specified number of days from the selected type of date.
• Tickets in between these two age groups.

Color coding is defined using Role Preferences and User Preferences. User Preferences has precedence over Role Preferences.

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