Service Desk Help

Viewing and Managing Tickets

  1. In the Tickets screen, click on the relevant ticket - the ticket page is displayed:
  2. The following information, options and actions are available (make changes where necessary):
Option/Field/Button Description
Star/Ticket ID / Subject The unique Ticket ID and Subject is displayed at the top of the page. Click on the Subject to open and edit if necessary. A gold star marks the ticket as important - for future filtering purposes.
Date / Time /Customer/ User The date and time that the ticket was raised and the customer and user on whose behalf it was raised.
Reply Jumps down to the Reply form
Open

Ticket Status - click to change.

If the ticket was raised by an outage in RMM, the ticket status in Service Desk mirrors the status in RMM - any subsequent changes to the status in RMM are reflected in Service Desk. For example, if a ticket is currently ON HOLD, and the outage subsequently fails in RMM, the ticket status in Service Desk will change from ON HOLD to OPEN.
On hold
Close

Options dropdown:

View History Displays ticket history
Manage attachments Centralised area where you can view, add and delete attachments added to tickets and ticket responses. See Managing Ticket Attachments.
Convert to site visit

Converts the ticket to a site visit. As a result:

  • All in-flight SLAs will be removed from the ticket
  • The ticket will no longer be listed in the Self-serve User Portal
Delete Deletes the ticket

Export dropdown:

As PDF Creates PDF of ticket
As PDF (without internal notes) Creates PDF of ticket without internal notes
Statement of work Creates a statement of work
 
Ticket description

Click on the edit icon to edit and format the description text.

Manage Tasks

You can add and remove tasks assigned to the ticket
Reply tab
Content field Enter response text here (and format if required)
Response options Email template - the response email template used for response emails

Email CC - Email addresses of additional recipient(s) of ticket responses. Separate emails with a comma.

Add original CC Emails - Click to paste the CC'd recipients of the original email into the Email CC field. (The original CC'd recipients are displayed in the Summary panel on the right of the ticket page).

Attachment - Add attachment(s) to ticket response email. For the email response to be sent with the attachment(s), there must be some text in the Reply field. When the response is sent, the attachment is stored in the Responses tab at the bottom of the ticket page. See Managing Ticket Attachments.

Attachments added when creating a ticket can be accessed from the ticket details panel at the top of the ticket page.

The following file types can be uploaded (up to 8Mb):

  • Images - gif, jpg, jpeg, png, bmp

  • Documents - pdf, doc, docx, xls, xlsx, txt, ppt, pptx, csv, xml

  • Audio - wav, mp3

  Use response to create knowledge base article
  Email user response - send email to end user with this response content
Send response

When clicked, immediately sends content of Reply field, by email, to the user who raised the ticket. Using the dropdown, you can also choose to send the response and, at the same time, change the ticket status. Options available are:

  • Send and close ticket
  • Send and set to hold
  • Send and delete ticket
Internal note (private) tab Use the field to add text that won't be displayed to the end-user. Click on the Add note button to add the text.
Responses tab

Lists all responses made to the ticket. You can mark a response as the ticket resolution by ticking the arrow alongside the response - this information is then reported on in the Dashboard Reports - Ticket Closure Report and the Report Builder - Tickets Report.

You can do this for both public and private/internal responses but must enable this option (in the Installation Settings page) for private responses.
Time tracking tab Allows you to add a time entry to the ticket. See Adding a Time Entry to a Ticket.
Costs tab Displays all cost entries added to the ticket and allows you to add new and edit existing. You can also add a billable inventory item to the ticket.
Associated Assets tab Allows you to associate one or more assets to the ticket. The 'Take Control' button is available for 'Workstation' (not 'Server') assets which have been imported from Remote Management & Monitoring.
Stats tab Displays response statistics: Staff member, Response time and Response date.
Notes tab Displays any customer notes recorded in the Customers - Notes tab. See Customer Notes
Contacts tab Displays customer contact information - as recorded in the Customers - Contacts tab. See Customer Contacts
Time-tracking panel (top right)
Start timer

Click to start the timer for billable time tracking. See Using the Timer to Record a Time Entry on a Ticket.

Remember to stop the timer when you have finished working on the ticket in this session (the timer does not stop automatically when you move away from a ticket or open another ticket).
Add time entry

Allows you to manually add a time entry. See Adding a Time Entry to a Ticket

If the customer has a contract set up, make sure you select Contract Hours as the Rate applied when adding a time entry (this ensures that the time recorded is deducted from the hours defined in the contract).
Summary panel (right of screen)
Assigned to The Staff Agent that the ticket is assigned to. Click to change.
Status The ticket status (open, hold, closed, deleted). Click to change.
Sub status The ticket sub status. Click to change.
Priority The ticket priority (query, low, medium, high, urgent). Click to change.
Ticket queue The ticket queue the ticket is assigned to. Click to change.
Customer The customer that the ticket is for.
Source The source of the ticket e.g. Staff (Staff Agent), User (from Self-serve User Portal) etc.
CC Email

Email addresses of all CC'd recipients of original email.

Original email CC'd recipients will not receive all ticket responses by default - if you want to set this up, read the Rely tab - Response options description above.
Due date If you set the Due date, the ticket becomes 'Overdue' when it passes this date. You can then view 'Overdue' tickets from the Views panel (see Tickets), and report on 'Overdue' tickets (see Tickets Report.
Add a tag Any tags already added to the ticket are shown here. You can add a tag directly to the ticket from here by clicking inside the box, entering the tag and pressing return on your keyboard.