Global Trouble Tickets

A Global trouble ticket is used to track a problem that affects more than one customer. A Global trouble ticket does not have a specific customer assigned to it.

As with Customer trouble tickets, you may wish to group like Global trouble tickets together and process them as a collective unit. In this scenario, you select a trouble ticket as the Parent trouble ticket and link all of the Child Global trouble tickets to the Parent. The Child Global trouble tickets remain open until the Parent trouble ticket is closed. When the Parent trouble ticket is closed, all of its Child Global trouble tickets are automatically closed. The Child Global trouble tickets inherit the Parent trouble ticket's Resolution and Close Date.

If you wish to close a Child Global trouble ticket without closing the Parent trouble ticket, you must unlink the Child Global trouble ticket from its Parent first. Then you can close the trouble ticket.

In order to access Global trouble tickets, Trouble Tickets must be enabled under Security > Profiles > Permission Profiles > Application > CostGuard Client > Customer Management > Customers in your Permission Profile.

Global trouble tickets can be accessed from the Applications menu:

1. Click Customer Management > Global Troubles Tickets. This displays the Global Trouble Tickets window.

   Note

   Only open Global trouble tickets are displayed. Closed Global trouble tickets can only be viewed via the Trouble Ticket Search function - see Trouble Ticket Search.

   From this window, you can perform the following functions by right-clicking on the desired Global trouble ticket and selecting the function you wish to perform:

• Edit an existing Global trouble ticket. See Modifying a Global Trouble Ticket.

• Close an open, unparked, non-child Global trouble ticket. See Closing a Global Trouble Ticket.

• Duplicate an existing Global trouble ticket. See Duplicating a Global Trouble Ticket.

• Park/unpark an open, non-child Global trouble ticket. See Parking/Unparking a Global Trouble Ticket.

• Assign all open Global trouble tickets to a parent trouble ticket. See Bulk Assign Child Global Trouble Tickets.

• Create a new Global trouble ticket. See Adding a Global Trouble Ticket.

  Notes:

  • The functions that you can perform are determined from the Trouble Tickets permissions that are assigned to you in your Permission Profile. These permissions are the same permissions that are used for customer trouble tickets. See Trouble Tickets Permissions for more detailed information.

  • You can also view and modify Global trouble tickets from the Open Troubles window. See Open Trouble Tickets.