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Create/View

Ticketing > Create/View

The Create/View page creates new tickets, or adds or modify notes in existing tickets. Begin by entering a ticket number in the Ticket ID field. If you don't know the number of the ticket, use View Summary or Delete/Archive to locate and select the ticket. The ticket will be displayed using this page.

Editing an Existing Ticket

When an existing ticket first displays on this page, the header fields show the most recent settings for the ticket.

  • Making changes to any of the list type fields immediately creates a new note for the ticket, identifying the change.
  • Making changes to any of the non-list type fields—such as the Summary field, Submitter information, or fields that accept freeform text entries or numbers—requires you to click Update afterwards to create a new note.
  • Edit any previous note for a ticket by clicking the edit icon next to the note you wish to edit. This populates the header fields with the settings for this note. It also highlights the row of the note being edited in light yellow. You can change the contents of the note, including the timestamp for the note. Click Change to confirm the changes you have made.
  • Delete notes by clicking the delete icon next to the note.
  • Split a ticket into two tickets by clicking the split icon next to the note. The new ticket contains the note and all more recent notes. The original ticket is closed.

Note: View, edit and delete privileges for tickets and fields are controlled using Ticketing > Access Policy. Users and administrators are notified about ticket changes based on Ticketing > Notify Policy. Change the number automatically assigned to the next new ticket using Edit Fields.

Creating a New Ticket

Perform the following steps to create a new ticket.

  1. All tickets must be assigned to either a machine ID or a group ID.
    1. Click the Select machine ID or Group ID link to display a dialog box.
    2. Select either machine or group from the Select <name> ID to assign trouble ticket to drop-down list.
    3. Select a specific machine or group to assign your new ticket to.
    4. Once you've selected a machine or group, the dialog box closes and an edit icon displays next to machine ID or group ID you have selected. You can click this icon to associate a ticket with a different machine ID or group ID.
  2. Enter a short description of the problem in the Summary field.
  3. The Submitter fields are populated as follows:
    • If a machine ID was selected in step 1, the submitter User Name, User Email and User Phone fields are populated with contact data maintained for this machine ID using Ticketing > Edit Profile. This information can be updated if need be.
    • If a group ID was selected in step 1, these submitter fields can be filled in manually, if applicable.
    • If a ticket was created based on a user's or administrator’s email using Ticketing > Email Reader, the Submitter Email field is populated with the sender's email address.
  4. The Date Created is automatically assigned. This is the date the ticket is created.
  5. The Age / Closed date is automatically assigned. Age lists the number of hours/days since the creation date for open and hold tickets. If the ticket has been closed then Age is replaced with Closed and displays the date and time this ticket was closed.
  6. The default due date for a ticket is determined by the Ticketing > Due Date Policy. It's based on the ticket attributes you enter when a new ticket is entered. If the due date policy is in force for a ticket, then a policy icon displays next to the due date. You can override the existing due date by clicking the edit icon next to the due date. The policy icon is replaced by a manual override icon next to the due date. Click the Apply button to reset the due date to the policy enforced due date. If the due date does not match any of the defined due date policies, then the Due Date label is highlighted. If no due date policies are defined then the system default due date is used, which is one week from the creation date of the ticket. When a ticket is overdue, the due date displays in bolded dark red text, both in the View Summary page and in Ticketing reports. It also displays in red text in the header of the Create/View page. You can optionally send an email for overdue tickets using Ticketing > Notify Policy. A ticket is resolved when its status is set to closed and the resolution date is recorded.
  7. Classify the ticket using the built-in Assignee, Category, Status, and Priority fields. You can also classify the ticket using additional List type fields that have been created for tickets using Ticketing > Edit Fields.

    Note: All List field changes are immediately saved in the ticket.

  8. Enter details of the problem in the Notes edit box. Click the Note Size link to change the number of rows available for your note text.
  9. To attach a file, such as a screen shot, to the ticket, click Browse... below the note entry area. Locate the file you wish to attach on your local computer. Click Open in the browse window to upload the file to the VSA server. Once the file has been successfully uploaded, tag text is automatically entered into the note in this format: <attached file:filename.ext>. This tag appears as a hyperlink in a note for the ticket. Display/download the file at any time by clicking that link.

    Note: The following list of filename extensions display as images or text in the note, instead of displaying as a hyperlinked filename: gif, jpg, png, bmp, txt, sql.

    Note: A bin suffix is added to the filenames of all other attachments, except for the following extensions: exe, doc, wri, pdf, wav, snd, xml. For example, to view a Word 2007 attachment with a docx.bin at the end of the filename, the attachment should be downloaded, then either renamed to remove the bin suffix, or Word 2007 should be manually selected to open the file. Some applications may require the bin suffix be removed from the filename in all cases to open the file in that application.

    Note: Ticket note attachments are typically located in the <KaseyaInstallDirectory>\WebPages\ManagedFiles directory.

  10. Check the Suppress email notification checkbox if you won't want email recipients to be notified about the ticket. In most cases you'll want to leave this blank.
  11. Complete the creation of the ticket in one of two ways:
    • Click Submit to complete the creation of the ticket and to notify both user and administrator email recipients.
    • Click New Hidden to complete the creation of the ticket to notify only administrators email recipients. Use hidden notes to record data or analysis that may be too detailed or confusing to users but useful to other administrators.

      Note: Hidden notes are never included in email notifications.

Assignees

The assignee list presented in View Summary and in Create/View is created based on the access rights of the currently logged on user. There are three basic sets of rights in the system: master administrator, standard administrator, and user. The assignee list for each is generated as follows.

  • Master Administrators - Includes all administrators in the VSA.
  • Standard Administrators - Includes any administrator matching one of the following criteria:
    • Any administrator that has access to any machine group that the logged on standard administrator also has access to.
    • All administrators that are members of the same administrator role as the standard administrator.
    • All administrators that have access to all groups.
    • The currently logged in standard administrator.
  • Users - Includes all administrators that have access to the same machine group the currently logged in user's machine is in.

Assignee Policy Icon

By default a always enforce assignee policy icon displays next to the assignee field. This indicates that assignee names are automatically selected using Assignee Policy. Click the icon once to display the override the assignee policy icon . This overrides the assignee policy and allows you to select an assignee manually.

Note: If no assignee policy is defined for the combination of list fields values selected, then toggling between the and icons has no effect.

Displaying the "Create/View" Page Using a URL

The following URL displays the Create/View web page for a specific ticket ID

http://...?ticid=<TicketID>

For example:

http://demo.kaseya.com?ticid=1234Ticket ID

Enter the ticket ID to view/edit an existing ticket. Leave blank to create a new ticket.

Time/Admin

Lists the time a change was made to a ticket and the administrator or user who made the change.

Notes Table

Lists all notes relating to this ticket in ascending or descending time order. Each note is time stamped and labeled with the logon name of the person entering the note.

Note: User entered notes are labeled with the machine ID they logged in with. See User Access for details.

Hide

If checked, the note is hidden from users but not other administrators. The default setting is determined by the as hidden note checkbox in Ticketing > Access Policy. Access policies are applied by administrator group. If you belong to more than one administrative group, the most restrictive policy has precedence.