Open trouble tickets are used on two levels.
For the User Currently Logged In to the IDI Desktop Client
The open trouble ticket icon is displayed in the lower right corner of the Client window when the user who is currently logged in has open trouble tickets assigned. Hovering the cursor over the icon displays a message indicating the number of open trouble tickets.
Double-clicking the icon opens the Trouble Ticket Edit Window directly if there is only one open trouble ticket assigned to the user, or displays a list if there are multiple open trouble tickets. From that list you can double-click a row to open the corresponding trouble ticket. See Editing a Trouble Ticket for details.
Open Trouble Tickets for a Specific Customer
The customer window displays a trouble ticket icon when the customer has open trouble tickets. By default, the icon is only displayed when a severity level 1 (red flag) trouble ticket is open. As an option, you can configure the system to display this icon when a trouble ticket of any severity level is open. See Display All Open Trouble Tickets.
Clicking the icon displays a message indicating the number of open trouble tickets. Double-clicking the icon opens the Trouble Ticket Edit Window directly if there is only one open trouble ticket for the customer, or displays a list if there are multiple open trouble tickets. See Editing a Trouble Ticket for details.