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