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The Ticket Editor

Service Desk > Operations > Tickets > New or Edit

Note: The ticket layout described below is for the standard Fixed_Width_Tabbed editing template used to create a ticket based on the ITIL Incident definition template. You may see a different order and selection of fields if a different editing template and desk definition is used.

Adding / Editing a Ticket

Click New to display the Create a New Ticket window. To edit an existing ticket, click a row then click the Edit button, or double-click a row.

Ticket Editor Action Buttons

  • Save - Save changes without closing the ticket.
  • Save and Close - Save and close the ticket.
  • Copy ticket - Create a KB article by copying the contents of the ticket.
  • Cancel - Close the ticket without saving any changes.

    Note: See Time Tracking and Service Desk for an introduction to timers in Service Desk.

  • Start Timer - Starts a timer associated with the ticket.
    • The ticket does not have to be saved to keep the timer going.
    • You can close the ticket, log out of the VSA, then log back in later. The timer continues to track elapsed time.
    • If a ticket timer is already running and you re-open a ticket in the ticket editor, the Pause Timer and Apply Timer buttons display. You can now pause or apply the elapsed time.
    • When you start a timer in the ticket timer, it displays as one of the standard timers in the upper-right hand corner of the VSA.
      • A timer created using the Start Timer button in the ticket editor always displays the number of the ticket it is linked to, for example, Ticket CS009345.
      • You can pause and apply a timer linked to a ticket using the timer controls in the upper-right hand corner of the VSA and the time will be applied to the ticket just as if you did so from within the ticket editor.

        Note: If you happen to create additional timers linked to the same ticket number using the timer control panel in the upper-right hand corner of the VSA, the timer furthest to the left is the one that is always selected if the ticket is re-opened in the ticket editor. Typically this is the timer that has been running the longest, since timers are created from left to right.

  • Pause Timer - Pauses the timer associated with the ticket.
  • Apply Timer Time - Populates the Hours Worked field with the elapsed time. You can override the time displayed in the Hours Worked field before you save the ticket.

Tickets are added and edited using the following tabs in the ticket editor dialog.

Note: Some of the fields in the ticket editor may be hidden or view only, based on settings in Role Preferences.