View Summary

Similar information is provided using Info Center > Reporting > Reports > Ticketing.

The View Summary page lists all tickets. Each row displays summary data for a single ticket.

New Tickets or New Notes

New tickets, or new notes in existing tickets, are clearly highlighted in one of two ways.

By Date - Tickets with new notes entered in the last 1 day are highlighted in red. New notes entered in the last 7 days are highlighted in yellow. You can adjust these times and colors by clicking the Change Highlight link.
Read Flag - Each ticket is flagged to indicate if the user has viewed all the notes in the ticket. Once viewed, the ticket is marked as read using the icon. If another user or user adds or modifies a note, the flag is switched back to unread for you, showing the icon.

Filtering

The list of tickets displayed depends on several factors:

The list of machines displayed depends on the machine ID / group ID filter and the user's scope.
You can further sort and filter listed tickets by selecting values in the field drop-down lists.
Search does not display any tickets if notes contain none of the words being searched for.
Machine users only have access to tickets for their own machine ID using Portal Access.

Assignees

The assignee list displayed in View Summary and Create/View is based on the scope of the currently logged on user. Ticketing assignment in the Ticketing module always allows you to see master users, regardless of your role or scope.

Open Tickets, Past Due, Closed Tickets, Total Tickets

Shows the number of tickets open, past due, closed, and total for all tickets matching the filtering criteria described above.

Search restricts the list of tickets to only tickets containing any of the words or phrases in the search string. Enclose a phrase in double-quotes ("). Search examines the ticket Summary line, submitter Name, submitter Email, submitter Phone, or any of the Notes.

Note: Using an asterisk (*) in the search field only finds tickets that include an asterisk.

Clicking any of the ticket Summary links in the paging area displays the details of that ticket using the View Ticket page. Words in the ticket notes matching any Search word are highlighted with a green background.

The drop-down list below the Search edit box lists the <last 10 searches> you have made. Selecting any item from the list automatically re-searches for those words.

Sort

Click either ascending or descending to order tickets by the selected column.

Fields...

Allows each user to organize the columns displayed in the table. Clicking Fields... opens a dialog in a new browser window. There, you can select which columns to show or hide and also the order in which columns are displayed. You can show/hide any of the following columns:

ID - Unique ID number automatically assigned to each ticket.
Machine ID - The ticket applied to this machine.
Assignee - Name of the user responsible for solving this problem.
Category - Type of problem this ticket discusses.
Status - Open, Hold, Closed
Priority - High, Normal, Low
SLA Type - Service Level Agreement type
Dispatch Tech - Yes, No
Approval - Required, Not Required
Hours Worked - Hours worked, in decimal format.
Last Modified Date - Last time any note was added to this ticket.
Creation Date - Time when the ticket was first entered.
Due Date - Ticket due date.
Resolution Date - Date the ticket was closed.
Submitter Name - Person who submitted this ticket: user, user name, or machine ID.
Submitter Email - The submitter email address.
Submitter Phone - The submitter phone number.

You can also select additional custom fields you have previously created using Ticketing > Edit Fields.

Automatically submit on field changes / Submit

If Automatically submit on field changes is checked, then the View Summary page redisplays as soon as a single field in the List Fields Filter is changed. If blank, then you can change several of the List Fields Filter at one time. The View Summary page won't redisplay until you click Submit.

(List Fields Filter)

Each field of type List—such as Category, Status, or Priority—are shown as selectable drop-down lists. Selecting values from one or more of these drop-down lists filters the paging area to display only those tickets matching the selected values. Custom List fields are created using Ticketing > Edit Fields.

Mark All Read

Click to mark all tickets as read. Read tickets display a icon. Any changes or note additions inserted by other users reset the ticket to unread. Unread tickets display a icon.

Set Field...

Use Set Field... to change multiple field values on multiple tickets at once. Check the box for all the tickets you wish to change a field value for. Then click Set Field... A dialog box displays that enables you to set a new value for any of the fields.

Select Page

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.

Merge...

To merge tickets, check the box for any two tickets listed, then click the Merge... button. The resulting merged ticket contains all the notes and attachments from both tickets. You are asked which field values you wish to use in the ticket for all field values that are different between the two tickets.

Change Highlight

Click Change Highlight to set and/or modify row highlighting based on date. Highlight tickets in two ways. Tickets with a date within 1 day of the current time are highlighted in red. Tickets with a date within 7 days are highlighted in yellow. You can independently adjust both the number of days and the highlight color. To disable highlighting by date, set each number of days to zero. The highlight date may be last modified date, due date, or creation date.

Select All/Unselect All

Click the Select All link to check all rows on the page. Click the Unselect All link to uncheck all rows on the page.

Column Headings

Clicking any column heading re-orders the table using that column as the sort criteria.

Data Table

Each row of the table lists summary data for a single ticket.

To display the details of the 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.
To display the details of the ticket in the same window click the summary line link.
To toggle the state to read click .
To toggle the state to unread click .