You can view and maintain all open trouble tickets (Customer, Global, and Stand Alone) that are assigned to you, via the Open Troubles window. The Journal Class column indicates the type of trouble ticket: Trouble, Parent Trouble, Child Trouble, Global Trouble, Parent Global Trouble, Child Global Trouble, Stand Alone Trouble, Parent Stand Alone Trouble, or Child Stand Alone Trouble.
To access all open trouble tickets that are assigned to you:
On the Applications menu, select Customer Management > Open Trouble Tickets.
OR
On the applications toolbar, click Open Trouble Tickets.
OR
Double-click the Trouble Ticket icon displayed in the bottom right-hand corner of the IDI Desktop Client window (icon only appears if you have open trouble tickets assigned to you).
Note
If you hover your cursor over this icon, it will display a pop-up box that tells you how many open trouble tickets are assigned to you and how many of those trouble tickets are Global trouble tickets.
This displays the Open Trouble Tickets window which only displays open trouble tickets assigned to you (the person who is currently logged into the system).
Note
Your User Name appears in the window's title bar. For example, if the title bar in the says “Open Troubles for bnob". “bnob” is the User Name of the person who is currently logged in and requesting the Open Troubles window.
Note
Only accounts matching the limit-to profile of the user, or trouble tickets assigned to the current user, are displayed. If you try to access an account that does not belong to your user limit-to profile (i.e., trouble ticket was assigned to you, but the account is outside of your ULT profile), an error is displayed and the account will not open.
Right-click the trouble ticket and select the function you want to perform from the context menu. The available menu options vary depending on the Journal Class of the trouble ticket you selected.
Menu Option
Trouble
Parent Trouble
Child Trouble
Global / Stand Alone Trouble
Parent Global / Stand Alone Trouble
Child Global / Stand Alone Trouble
X
X
X
X
X
X
X
X
X
X
View Customer**
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Move****
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
* Close is not available for parked trouble tickets (trouble tickets on hold).
** Does not apply to Global or Stand Alone trouble tickets, because they are not associated with a specific customer.
*** Generates a Global trouble ticket.
**** Can only be moved within a customer account. Does not apply to Global or Stand Alone trouble tickets, because they are not associated with a specific customer.