You can navigate to a specific Ticket either via the Ticket Omni Search or by clicking the link in the Dashboard.
Basic Views
The view varies slightly for Customer/Global, Equipment, and Email tickets, but for the most part the views are identical.
Customer/Global View
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Equipment View
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Email
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Status Information
The upper left shows Title, Ticket Class & Priority.
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Customer Icon - 
Equipment Icon - 
Global Icon - 
Email Icon - 
Priority - Hover to show Impact Urgency:
Below that, the Progress bar shows how long ago the Ticket was opened, when the Ticket was put on hold or resumed, (if applicable) and how many days to reach the commit date.
Green = Commit date not reached yet
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Red = Past commit date
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The gray banner below the Progress bar shows Ticket Type, Category, who is assigned, Status, and on hold reason if applicable. Edit (pencil) icons are available for each item.
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Reassigning and Making Status Updates
The edit icons for Assigned and Status display a dialog that lets you edit both properties in the same dialog. .
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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.
Action Icons
The upper right area across from the Status Information contains Action Icons.
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| Edit Ticket information: Impact, Urgency, Priority, Action & Commit dates |
| Communications - Open Communications page with more comprehensive email management functionality that is available via the InfoCenter (Only available if your system is configured to support Communications) |
| Place on Hold |
| Resume |
| Journal management |
| Follow-up management |
| Bookmark the Ticket |
| Unbookmark a bookmarked Ticket |
| Document Storage - Only available if your system is configured to support document storage |
Note
Icons for Document Storage (paper clip) and Email Management (envelope) are only available when those functions are enabled in your system.
For more on using Action icons, see Editing and Management Functions below.
Information Sections
The Information Sections reflect the Ticket configuration and vary slightly based on Ticket Class. Edit and Add icons are provided as applicable in these sections:
Description
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This section displays the Ticket Description as entered when the Ticket was created. You can edit the description as needed by clicking the Pencil icon.
Ticket Information
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The Ticket Information section displays additional information originally entered when you created the Ticket. The view varies somewhat for:
Customer/Global
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Equipment
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Email
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You can edit any one of the following fields by clicking the Pencil icon.
Parent Ticket
Facilitator
Carrier
Carrier Reference
Tracking Number
On Email and Network Monitoring Tickets you can also edit Customer Name. This is particularly useful on Network Monitoring Tickets when you need to manually associate a customer account to the Ticket.
Contacts - Customer/Global/Email Only
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This section displays existing contacts associated to the Ticket. You can edit a selected contact or add new contacts as needed.
Note
Contacts cannot be edited on Email Tickets unless a customer account is associated to the Ticket. This association is optional. If a customer account is associated, the Contacts section can be updated to pull in customer contact information.
Affected Services/Locations - Customer/Global/Email Only
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This section lists the Affected Services/Locations associated to this Ticket. You can edit this section as needed.
Note
Affected Services/Locations cannot be edited on Email Tickets unless a customer account is associated to the Ticket. This association is optional. If a customer account is associated, the Affected Services/Locations section can be updated to pull in service location information.
Click the Pencil icon to display the Affected Services/Locations selection dialog.
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Affected Customers - Equipment Only
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This section lists the Affected Customers associated to this Ticket. You can edit a this section as needed.
You can edit this list as needed by clicking the Pencil icon.
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InfoCenter
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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.
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Journals
Follow-ups
Activity History
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Child Tickets
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Workflow
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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
Note
This tab is only available when field service management is enabled in your system.
Editing and Management Functions
The following editing and management functions are available either via the Action icons, the InfoCenter tabs, or both.
Editing a Ticket
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Click the Edit icon
on the Actions icon bar.This displays fields directly on the Ticket page.
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Make changes as needed, then click SAVE or CANCEL to remove the edit fields without accepting any changes.
Pausing/Resuming a Ticket
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Use the Pause
and Resume 
icons on the Actions icon bar to place the ticket on hold or resume an on hold ticket. Placing a ticket on hold requires you to specify the on hold reason.
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Resuming an on hold ticket requires you to confirm.
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Both on hold and resume actions are indicated on the Progress bar as well as the Activity tab in the IncoCenter.
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Managing Journals
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Managing from the InfoCenter
You can manage Journals from the Journals tab in the InfoCenter. To add a Journal from this view, begin by entering the Journal text. This displays the other fields for entering a Journal.
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Begin entering the journal text here.
This displays the full add journal dialog.
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Managing Via the Journals Icon on the Actions Icon Bar
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.This view is similar to the Journals view in the InfoCenter with the addition of a search function. Clicking More Options in the search tool lets you search by date range.
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Click NEW to add a new Journal, and use the resulting view to enter the Journal information.
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Click SAVE to add the Journal or CANCEL to exit this view without saving.
Managing Child Tickets
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When affected customers are added to an Equipment Ticket, you have the option to create Child Tickets for them. This option is only available at the time the Equipment Ticket is being created.
When an Equipment Ticket has one or more Child Tickets, the Child Tickets tab is displayed in the InfoCenter. The tab indicates the number of Child Tickets. Clicking the tab lists the Child Tickets.
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Clicking on a Child Ticket in the list takes you to its associated Ticket page.
Viewing Ticket Activity
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The Activity tab in the InfoCenter shows all Status changes. Status changes are marked with the purple double-arrow symbol.
Bookmarking a Ticket - Bookmarking (
) adds the Ticket to the Bookmarked list on the Tickets OmniSearch page