Using the Tickets Dashboard

To display the Dashboard, with Tickets selected on the Applications menu, click the DASHBOARD button.

The Dashboard gives you a comprehensive view of system-wide Tickets activity.

Active Tickets Overview

This area gives you a quick breakdown of Tickets by Status, Type, Assignments, Commit Date and Ticket Class. The Active Tickets Overview is presented the first time the Dashboard is opened. You can choose to show/hide the Active Tickets Overview as shown here.

On subsequent viewing of the Dashboard, it remembers whether you chose to hide or show this view.

For a given Ticket category, you can use the corresponding filter to narrow the scope by turning on/off category items (View All or just selected items).

Tickets List

The main body of the Dashboard lists active Tickets. You may choose to show All Active or My (current user's) Assigned Tickets.

You can add custom filtered tabs as described below.

The three columns at the far left use icons to indicate Ticket Class (Customer, Equipment or Email), parent/child status (or neither), and on hold status when applicable. Hover over the icon for the definition.

Click on a link in the Ticket column to open the corresponding Ticket in its own view.

The array of buttons above the Tickets list are for managing a selected ticket.

Select a Ticket to work with by checking the leftmost column. Then click the applicable button to:

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  Reassign

  Enter the name of the user to whom the ticket is being assigned in the Assign field or check the Assign to Me check box to reassign the ticket to yourself.

  

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  Update Status

  

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  Change Parent

  Select a new parent from the list, or use the search function if the parent is not already listed.

  

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  Bookmark

  Bookmark success is indicated in the upper right corner of the dashboard.

  

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  Add Journal

  Select a Journal Type from the drop down menu, and then enter the journal in the Description field. As an option you can mark the journal as Internal Only.

  

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  Resume

  Select an on-hold ticket (as indicated by the on-hold symbol.

  

  After clicking the Resume button, click OK to confirm.

  

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  Place on Hold

  Select a Change Reason from the drop down menu.

  

  On saving, On Hold status is indicated in the third column of the selected ticket's row on the dashboard.

  

Custom Filtered Tabs

Use the Filter icon at the far right to refine the dashboard view to suit your needs.

When you save the filter, a new tab is added unpinned as indicated by a left pointing pin. This means the tab will be available for this instance of the dashboard; however, it will not be automatically displayed the next time you return. To pin the filter tab (so it's automatically available the next time you return), click the unpinned icon. The icon points down to indicate the filter is pinned. To remove the tab, click on the pinned icon.

Note

Whether a filter is pinned or not, the definition will remain until you delete it via the filter management dialog.

You can create and display as many filters as you need, and edit or delete existing filters.

If you click the Filter name, the tab will be added unpinned. If you click the Filter's pin button, the tab will be added pinned. Edit (pencil) and Delete (red X) buttons are also provided.

You can make any one of the standard tabs (All Active or My Assigned) or custom tabs your favorite (default) view by clicking the Heart icon while that tab is selected. The favorite tab is indicated by a solid Heart.