Organization Tickets

Service Desk > Operations > Organization Tickets

The Organization Tickets page displays all tickets associated with a selected organization.

Group by Columns

Right-clicking on a column heading in the ticket table of the Organization Tickets page displays two options not available on the Tickets page.

• Group by this field - Selects the "group by" column used to display tickets in the ticket table.
• Show in Groups - If checked, displays tickets in groups using the selected "group by" column.

Actions

• Search - Enter a search string in the Search edit box. Rows containing the search string in any of the columns in the upper panel are displayed: ID, Organization, Contact Name, Phone Number, Email Address, Tickets
• View - Filters the list of organizations displayed in the upper panel. Similar to named filters in the Tickets table.

The details of a selected organization are displayed using the following tabs:

• General - Displays general information about an organization.
• Custom Fields - Displays custom fields and their values defined for an organization.
• Machine Groups - Displays the machine groups of an organization.
• Departments - Displays the departments of an organization.
• Staff - Displays the staff members of an organization.
• Secure Data - Stores data that remains encrypted in the database. For example, you could store the password necessary to connect to a customer's remote website.

  Note: Secure data entered here is the same data displayed in Secured Data in Service Billing and in the Service Desk ticket editor when the hyperlink of an organization ID is selected on the General tab.

• Tickets - Lists and accesses tickets associated with an organization. See Action Buttons for more information about each of these buttons.
  • New - Creates a new 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.
  • Add Note - Enters notes and reports hours worked for a selected ticket. See The Add Note Dialog.