Working with Customer Trouble Tickets

Trouble Tickets are used to record customer, carrier and internal problems and track problem resolution.

A problem that only pertains to a single customer is recorded and tracked via a Customer trouble ticket, which is defined in this section.
A problem that affects multiple customers is recorded and tracked in a Global trouble ticket. See Global Trouble Tickets.
A problem that is reported by a non-customer is recorded and tracked in a Stand Alone trouble ticket. See Stand Alone Trouble Tickets.

Assigning Trouble Tickets

Trouble tickets can be assigned manually when the trouble ticket is entered via the IDI Desktop Client or automatically to a specific user group.

For information regarding the auto-assign feature see Auto-assigning Follow-ups and Trouble Tickets.

Grouping Trouble Tickets

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

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