--- title: "Using the Individual Ticket View" slug: "using-the-individual-ticket-view" updated: 2026-07-30T11:27:44Z published: 2026-08-11T11:41:58Z canonical: "help.idibilling.com/using-the-individual-ticket-view" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.idibilling.com/llms.txt > Use this file to discover all available pages before exploring further. # Using the Individual Ticket View 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 **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83752.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Equipment View **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83756.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Email **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83757.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) #### Status Information The upper left shows Title, Ticket Class & Priority. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83758.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Customer Icon - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80272.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Equipment Icon - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80273.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Global Icon - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80274.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Email Icon - ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80783.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Priority - Hover to show Impact Urgency: ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83759.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) 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 **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83760.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Red = Past commit date **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83761.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) 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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83762.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) #### 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. . **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.. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/84873.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) #### 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] > Note > > When no open child tickets exist, the Update Status on Child Tickets option is not displayed. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/84872.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) #### Action Icons The upper right area across from the Status Information contains Action Icons. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83763.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81993.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Edit Ticket information: Impact, Urgency, Priority, Action & Commit dates | | --- | --- | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81994.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | 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) | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81995.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Place on Hold | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81996.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Resume | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81997.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Journal management | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83764.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Follow-up management | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82000.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Bookmark the Ticket | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81998.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Unbookmark a bookmarked Ticket | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81999.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Document Storage - Only available if your system is configured to support document storage | > [!NOTE] > 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 **More** 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. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81113.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Ticket Information **More** The Ticket Information section displays additional information originally entered when you created the Ticket. The view varies somewhat for: - Customer/Global **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80904.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Equipment **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80906.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Email **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80908.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) 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 **More** This section displays existing contacts associated to the Ticket. You can edit a selected contact or add new contacts as needed. > [!NOTE] > 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. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81115.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Affected Services/Locations - Customer/Global/Email Only **More** This section lists the Affected Services/Locations associated to this Ticket. You can edit this section as needed. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81116.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) > [!NOTE] > 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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81108.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Affected Customers - Equipment Only **More** This section lists the Affected Customers associated to this Ticket. You can edit a this section as needed. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80290.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) You can edit this list as needed by clicking the Pencil icon. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80055.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - InfoCenter **More** The InfoCenter gives you quick access to Journals, Follow-ups, Activity History, Child Tickets, Workflows and Emails. **(Show picture)** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/85234(1).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) 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. | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81816(1).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Journals | | --- | --- | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83766.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Follow-ups | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83765.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Activity History | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81818(1).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Child Tickets | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81819(1).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Workflow | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81820(1).png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | Communications (Emails) > [!NOTE] > 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 | | ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/90207.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) | [Work Orders](/v1/docs/work-orders-tab-1) > [!NOTE] > 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 **More** Click the Edit icon ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80180.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) on the Actions icon bar. This displays fields directly on the Ticket page. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80182.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Make changes as needed, then click **SAVE** or **CANCEL** to remove the edit fields without accepting any changes. - Pausing/Resuming a Ticket **More** Use the Pause ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80206.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) and Resume ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80207.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D)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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80209.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Resuming an on hold ticket requires you to confirm. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80212.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Both on hold and resume actions are indicated on the Progress bar as well as the Activity tab in the IncoCenter. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83769.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Managing Journals **More** #### 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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83771.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D)Begin entering the journal text here. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83770.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) This displays the full add journal dialog. OR #### Managing Via the Journals Icon on the Actions Icon Bar Click ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/80196.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D). 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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83772.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Click **NEW** to add a new Journal, and use the resulting view to enter the Journal information. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83773.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Click **SAVE** to add the Journal or **CANCEL** to exit this view without saving. - [Managing Follow-ups](/v1/docs/managing-follow-ups) - Managing Child Tickets **More** 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. **Show Picture** ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81940.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) Clicking on a Child Ticket in the list takes you to its associated Ticket page. - Viewing Ticket Activity **More** The Activity tab in the InfoCenter shows all Status changes. Status changes are marked with the purple double-arrow symbol. ![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/81985.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D) - Bookmarking a Ticket - Bookmarking (![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/82036.png?sv=2026-02-06&spr=https&st=2026-11-14T10%3A49%3A39Z&se=2026-11-14T11%3A49%3A39Z&sr=c&sp=r&sig=DeRPosqHA6BgKHL2pVbKDMjQOLkLqpCd8bda%2FPRvUSs%3D)) adds the Ticket to the Bookmarked list on the Tickets OmniSearch page #### Links to Other Management Functions - [Managing Emails](/v1/docs/managing-emails) - [Sending Emails](/v1/docs/sending-emails) - [Managing Workflows](/v1/docs/managing-workflows) - [Document Storage](/v1/docs/document-storage-3) ####