About Tickets

Version 25.4

• Integrating Zinier field service management - IDI’s field service management solution, powered by Zinier, lets service providers fully automate their entire service delivery process—from order capture and provisioning to customer communications. Service providers can automate scheduling, optimize route planning, and track field activities in real-time.

  Note

  Field service management is distributed across several functional areas in the IDI platform. Service providers will need to coordinate with IDI account management and Zinier to enable and fully integrate the field service management functionality with their IDI platform. Refer to the Field Service Management article in the IDI Knowledge Center for details.

  The following is supported in the IDI Tickets platform:

  • You can initiate a field service work order, and then view and manage the work order from a ticket. When field service management is enabled in your system, the Information Center will include a Work Orders tab (truck icon). How to use this tab (when available) is covered in the InfoCenter > Work Orders tab topic.

Version 20.1

• Updated Quicklinks documentation.

Version 19.10

• Allow resolution note to be edited - Previously you were only able to edit the resolution note on changing the ticket status. Now you can edit the Resolution note anytime one is present.

Version 19.9

• Unread messages indicator – The InfoCenter Communications tab and Communications page provide a quick indication of unread messages. For more, see InfoCenter and Managing Emails.

  InfoCenter

  The InfoCenter gives you quick access to Journals, Follow-ups, Activity History, Child Tickets, Workflows and Emails.

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  Click the applicable button to display the corresponding list of items.

  The number of items (for example 0 journals) is indicated next to the associated icon as applicable. Hovering over an icon displays the text label. The text label is also displayed when the tab is selected.

  	Journals
  	Follow-ups
  	Activity History
  	Child Tickets
  	Workflow
  	Communications (Emails) Note This tab is only available when Communications is configured via the Communications web module. If the Ticket has unread messages: This tab displays an orange circle on the envelope icon to indicate this condition Hover text shows the unread message count Any thread that has an unread message is displayed in bold
  	Work Orders Note This tab is only available when field service management is enabled in your system.

Version 19.7

• Editing and replacing documents - Prior to this release, users could only add and delete documents in Tickets. Now users can edit and replace existing documents.

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  • Edit lets you change the Document Name, Confidentiality, and notes

  • Replace opens a dialog for selecting a replacement file

Version 19.2

• Cascading Parent Ticket Status Updates to Child Tickets - When updating the status on a parent Ticket, if one or more open child Ticket exists, you will have an option to cascade the status update to the child Tickets. When a parent Ticket is resolved or closed the resolution type and resolution note will also cascade to child Tickets. If the parent Ticket is being updated to a closed status, the child Tickets will also be closed.

  Note

  The ability to cascade status updates from parent to children is only available when updating a Ticket via the individual view, and not from the Dashboard.

  More

  This dialog lets you change the Assigned user and or Ticket Status. Make a new selection from the applicable drop down menu, or check Assign to Me to assign the Ticket to yourself..

  

  Cascading Parent Ticket Status to Child Tickets

  When updating the status on a parent ticket, if one or more open child ticket exists, you will have an option to cascade the status update to the child tickets. To do this, check the Update Status on Child Tickets option in the dialog. When you check this option:

  • Any open child tickets will be updated with the status of the parent ticket.

  • When a parent ticket is resolved or closed the resolution type and resolution note will also cascade to child tickets.

  • If the parent ticket is being updated to a closed status, the child tickets will also be closed.

  • The Assigned user will not cascade to the child tickets.

    Note

    When no open child tickets exist, the Update Status on Child Tickets option is not displayed.

    

Version 18.11

• Ability to edit Assigned and Status Properties in the same dialog:

  To improve usability, you can now change the Assigned and the Status properties on a ticket in a single dialog. Clicking either pencil icon on the gray banner ion the Tickets page will open a dialog that lets you edit both fields.

Version 18.10

• A new action is available to create a reminder on a follow-up:

  A possible use case for this action would be when a follow-up is created within a specific business or automated process, a reminder can be created to notify the assigned user the follow-up is due.

• Ability to export search results:

  Each results tab (Customer, Equipment, Email or Global) is now exportable by clicking the Export link at the bottom right of the grid.

• Embedded Quicklinks:

  Application and Ticket quicklinks can be embedded directly into Tickets. Users can click an embedded link and continue with their work within Tickets, without leaving the context they were working within

Version 18.6

Ability to close or modify a Ticket by email response.

Version 18.5

• Ability to add Follow-ups and Follow-up Reminders to a Ticket. See Managing Follow-ups.

  Setup is required to support reminders. See Reminder Setup.

  Reminder Setup

  Communications

  Communications must be configured for the environment to support reminders.

  Mailbox Configuration

  A new entry has been added in the Mailbox Configuration in Admin Console for Reminders - Data Management > Mailbox Configuration.

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  This entry contains the from email address for reminders. No action is required for this setting, unless you require a different value for alias or local address.

  Tickets Setting for Reminders

  MANAGE > Settings provides a setting to enable reminder functionality in Tickets. The setting is disabled by default. No reminder functionality is available until the setting is enabled. Toggling this setting requires Manage Configurations permission.

  Note

  This setting is only available if Communications is configured for the environment.

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  Workflow Trigger

  Enabling the setting adds a Recurring Workflow Trigger with the Send Follow-up Reminder action, and makes the Add/Remove Reminder icon available on the Follow-up Details view. Disabling Reminders removes the Trigger and icon. No further configuration is needed.

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  • Interval Offset: This value is set to 1 hour, and is used in the selection criteria for eligible reminders. Reminders will be selected and sent up to 1 hour before they are due to be sent.

  • From Alias: This value is set from the Mailbox Configuration entry for Reminders. It is used as the email alias on the from address for reminder emails.

  • From Address: This is used as the from email address on reminder emails. This is populated from the local address on the Mailbox Configuration for reminders combined with the subdomain and domain from Communications configuration.

Version 17.3

• Pinning custom filters on the Tickets Dashboard - Previous versions of the Tickets web module supported the ability to create custom filters for the Tickets list presentation of the Dashboard. However, you could only display one custom filter at a time. With Version 17.3 you now have the ability to pin and display multiple custom filters simultaneously.

• Initial Email support did not include the ability to forward email attachments. Users needed to send a separate email with the attachments. Now attachments will be forwarded when forwarding an email.

• OmniSearch Enhancements:

  • A new check box on the OmniSearch page lets you choose whether to include or exclude closed Tickets in the search results. When checked, the search results will include Tickets that meet the specified criteria and whose Closed date is not null. When not checked, the Closed From/To fields (under More Options) are disabled and closed Tickets are not included in the results.

  • Multi-select Type & Status criteria - The Type and Status drop down menus under More Options now let you select multiple items.

Version 17.2 SP1

• Improvements for Tickets Settings

  • The configuration of Workflow triggers for Unsolicited Email and Network Monitoring has been enhanced to support viewing/reconfiguring/deleting triggers directly in the Tickets application rather than having to go to Workflow. In addition, these settings now reside on a separate ADVANCED tab on the Settings page.

  • The settings that govern email notification when a Ticket is created, reassigned, or received are now consolidated under the Email Notifications grouping on the BASIC tab.

  • The Display User Alias on Emails setting has been moved to a Global Settings location. This setting is now shared for Tickets and Customer Care (you can set it from either application and the setting applies to both applications)

• Users can now bookmark a Ticket from the Ticket summary page

Version 17.2

• On The Add/Edit Ticket form for Customer Tickets, the Affected Conponents section has been renamed Affected Services/Locations. Also, to facilitate service selection, the following enhancements were made:

  • Select All option

  • Ability to select a service number with a single click

  • Increased the number of service numbers displayed on the dialog from five to ten.

• Email Address Book - The following Address Books are available:

  • Company – Users and User Groups

  • Customer – Email addresses from Customer Contact (applies to tickets with a customer account associated)

• Display IDI Version

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Version 17.1 SP1

• Email Capability

  Note

  (requires Communications Integration to be set up)

  • Send Emails to/Receive Emails from a Ticket (attachments supported)

  • Enable system-generated email notifications on an environment basis

  • Create tickets from unsolicited inbound emails

• Workflow Integration

  • Start and monitor Workflows from a Ticket

Version 17.1

• A new Ticket Class has been added to support ticketing against a piece of equipment inventory

• The Activity tab displays Ticket status updates

• You can choose (through configuration) to display customer alerts on opening a ticket

Web-based Tickets Module Features

The following features are available when creating/viewing Tickets in the web-based module:

Note

These features are not available in the IDI Desktop Desktop Client.

• Emails (when the Communications module is turned on in your system)

• Workflow integration

• Setting Ticket sub-categories. Limiting categories by Ticket type

• Ticket titles

• Setting Impact and Urgency. Impact and Urgency automatically determine Ticket priority

• Default Ticket values based on Type/Category selections

• Adding attachments to a Ticket

• Resolution notes

• Limiting Ticket closure to specific statuses

• Setting Time for Action Dates - Action Dates created in IDI Desktop Client default to midnight Eastern Standard Time of the selected date when saved

• Creating a Global Ticket attached to an account

IDI Desktop Client Features

The following features are available in the Desktop Client:

Note

These features are not available when creating/viewing tickets in web-based Tickets module.

• Setting a status for a Ticket Journal

• Adding a Follow-up to a Ticket

• Creating stand-alone Tickets

• Viewing Global Trouble Tickets created in IDI Desktop Client

• Technician Assignments

• Moving a Journal between Tickets

• Moving a Ticket from customer account to an order

• Duplicating Tickets