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Ticketing Overview
The Ticketing module manages service requests. These service requests, and your response to them, are documented using tickets.
The ticketing system automatically notifies designated VSA users and ticket submitters by email for such system events as ticket creation, changes, or resolutions. The system organizes tickets by machine ID, group ID, organization ID, department ID or staff ID. You may wish to create a "generic" organization in System > Manage to hold tickets of a global nature, such as general network problems.
Visibility of Tickets in Other Modules
Tickets can also be viewed using Live Connect and in Info Center > View Dashboard.
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Lists all tickets. Each row displays summary data for a single ticket. |
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Create new tickets, or add or modify notes in existing tickets. |
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Permanently delete tickets or move tickets into archival storage. |
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Migrate Ticketing tickets to and from Service Desk tickets. |
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Determine when email notifications are sent out by the Ticketing module. |
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Determine who can edit and/or display fields in tickets. |
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Create policies to automatically assign users to a new or existing ticket. |
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Define default due dates for new tickets based on field values and email subject lines. |
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Define, modify, or create ticket fields used to classify tickets. |
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Setup automatic polling of a POP3 email server to generate new ticket entries. |
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Define default field values for new tickets received using the Email Reader. |
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