The Stand Alone Trouble Ticket Search Results window displays Stand Alone trouble tickets that match the specified search criteria. If no search criteria are specified, all Stand Alone trouble tickets are returned in the search results.
(More)
1st column
Flag indicating the status of the trouble ticket.
Red flag indicates the most severe status.
Yellow flag indicates a work-around is available, immediate attention is required.
Green flag indicates a closed trouble ticket.
Orange flag indicates a trouble ticket that is due today.
2nd column
Application that generated the trouble ticket.
Customer Management
Journal Class
Identifies the type of trouble ticket.
Trouble | Customer-related trouble ticket with no Child trouble tickets assigned to it. |
Parent Trouble | Customer-related trouble ticket with Child trouble tickets assigned to it. |
Child Trouble | Customer-related trouble ticket that is linked to a Parent trouble ticket |
Global Trouble | Trouble ticket that applies to more than one customer and has no Child trouble tickets assigned to it |
Parent Global Trouble | Trouble ticket that applies to more than one customer and has no Child trouble tickets assigned to it |
Child Global Trouble | Trouble ticket that applies to more than one customer and is linked to a Parent trouble ticket |
Stand Alone Trouble | Trouble ticket that does not apply to a customer and has no Child trouble tickets assigned to |
Parent Stand Alone Trouble | Trouble ticket that does not apply to a customer and has Child trouble tickets assigned to it |
Child Stand Alone Trouble | Trouble ticket that does not apply to a customer and is linked to a Parent trouble ticket |
Journal Type
Classification of the problem.
First Name
First name of the individual who reported the problem.
Last Name
Last name of the individual who reported the problem.
Description
First few words of the trouble ticket Description. Click a row to see its complete description in Description section below the list.
Assigned To
Individual or group assigned to the trouble ticket.
Action Date
Date the trouble ticket began processing.
Journal Status
Status of the problem.
Entered By
User ID of the individual who enter the trouble ticket into the system.
Entry Date
Date the trouble ticket was entered into the system.
Close Date
Date the trouble ticket was closed.
Closed By
User ID of the individual who closed the trouble ticket.
ID
System-generated ID of the trouble ticket.
(Show picture)
From the Stand Alone Search Results window, you can perform the trouble ticket functions described below. To perform a function, right-click on the desired trouble ticket and select the desired function from the context menu. The menu options that are available vary depending upon the Journal Class of the trouble ticket you selected.
Menu Option | Stand Alone Trouble | Parent Stand Alone Trouble | Child Stand Alone Trouble |
|---|---|---|---|
Edit* | X | X | X |
View* | X | X | X |
Close Trouble Ticket** | X | X | |
Duplicate Trouble Ticket | X | X | X |
Park Trouble Ticket | X | X | |
Bulk Assign Child Trouble Tickets | X | X | X |
New > Trouble Ticket*** | X | X | X |
* Edit appears when a Stand Alone trouble ticket is open. Once it is closed, View appears in the menu.
** Close is not available for parked Stand Alone trouble tickets (trouble tickets on hold).
*** Generates a Stand Alone trouble ticket.