How to Update/view the ticket details.
To update/view the ticket details, follow these steps:
First, go to the Service Desk module on side navigation bar and click on "Tickets" section.
Choose the specific ticket that you want to view the details of and open it.
Once you have opened the ticket, locate the "Ticket Details" tab and click on it to update those.
Ticket Details:
1. Ticket Owner: Ticket owner will be auto updated once ticket is assigned to a resource.If a ticket having more than one assignee, First assignee will be updating as ticket owner. This field will be updatable and you can update ticket owner to any resources on assignees list
2. Board: By using automation feature you can get tickets added to any board automatically and update the board name if required from ticket details
3. SLA: By default SLA updated will be SLA selected for the customer and you can update it to required one from list of SLAs added on customer configurations.
4. Impact: By default the impact for ticket will be updated same as priority of ticket. In later it will be handle by DeskDay AI system.
5. Urgency: By default the urgency for ticket will be updated same as priority of ticket. In later it will be handle by DeskDay AI system.
How to Update/view the additional ticket details.
To update/view the additional ticket details, follow these steps:
First, go to the service desk module on side navigation bar and click on "Tickets" section.
Choose the specific ticket that you want to view the details of and open it.
Once you have opened the ticket, locate the "Additional Ticket Details" button on right side bottom section and click on it.
A new window will appear with fields such as Budgeted Hours, Age, Due Date, Source, Location, Ticket Type, Ticket Subtype, Work Type, Work Role, Start Date & Time, Scheduled Hours, Actual Hours, Estimated End Date & Time, End Date & Time, Tags, and so on.
If you wish to change any of the fields, you can edit and update them.
Once you have made the desired changes, click on "Save" to save them.
Additional Ticket Details:
Budgeted Hours: Enter the amount of time estimated to work on that ticket.
Age: Age will be auto calculated by system. It will be the duration since the ticket was created.
Due Date: Due date will be auto-calculated based on SLA resolution time.
Source: Choose the source from which the ticket was raised.
Location: Select the MSP location from which ticket must be worked.
Ticket Type: Choose the type of ticket.
Ticket Subtype: Choose the subtype of the ticket.
Work Type: Choose the work type required for the ticket.
Work Role: Choose the work role required to complete ticket.
Start Date & Time: It will be automatically updated with the time that ticket has been created.
Scheduled Hours: It will be automatically updated with the total scheduled time on the ticket.
Actual Hours: It will be automatically updated with the total time added on time entries inside the ticket.
Estimated End Date & Time: Choose the date and time expected to complete the ticket.
End Date & Time: The actual date and time taken to complete the ticket will be automatically detected and added in this field.
Tags: Relevant tags will be suggested for you to select. Adding tags will help you to filter, Automate, Search tickets and many easily.
Variable Attributes:- You can edit, update, or add variable attributes as desired from the Attributes, "Service Desk Configuration" section, and these changes will be automatically reflected in the Additional Ticket Details section.
Note: Everything will be autosaved once you selected the details.
How to keep track of work hours.
To keep track of work hours for a ticket, follow these steps:
Step 1: Access the service desk module on side navigation bar and click on "Tickets" section.
Step 2: Open the ticket that you will be working on.
Step 3: At the top right corner of the screen, you will see a time tracker. Begin tracking your work hours while you are actively working on the ticket.
Step 4: Once you finished working on ticket, Stop the timer on ticket
Step 5 : You can update the work details on notes section and update required details and save the time entry
You can easily access the tickets with active time entry from Floating button that was at bottom of every screen by default.
The time tracked will be added as the time entry start and end time on ticket which will be editable.
