Tickets are a living thing in this system, this will explain how they work.
Summary
The summary will only show on existing tickets, you will not see it when entering a new one.
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- the topic will be at the top, followed by the ticket number in square brackets
- just below that is the original submitters login
- to the right, the original submission date/time
- below the original submitter's name will be the original group/sub-group assignment of the ticket
- below the original submission time will be the original priority
Below that, each successive entry will be listed with the same information saved, that way you can track the progress, priority, assignment, etc of the ticket throughout it's life.
TopFields
Group
Simply the highest level group - you will only be able to choose groups at or below your access level.
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Sub-Group
The smaller division of the above group; once again you will only be able to choose groups at or below your access level.
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Status
Only visible on existing tickets. Four levels:
New,
Assigned,
In Progress,
Resolved and
Closed. New tickets are automatically assigned the Status of
New.
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Priority
The priority of your ticket; four level:
Low(default),
Medium(yellow),
High(orange) and
Urgent(red). The will show on the
Search and
My Issues' pages with the corresponding colors
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Topic
The 'title' of the ticket.
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Details
The meat and potatos, everything you would wish to include about the ticket. This has a fully WYSIWYG editor if javascript is enabled.
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Attachments
Users can attach up to 5 files at once to a ticket; increase the number of uploads by clicking the Additional Attachment'' link.
TopSubmission
Submitting a ticket will append a new summary to the ticket and update its assignment and priority. If the administrator has email notification turned on, it will also notify the sub-group that it has been assigned to.
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