About tickets¶
Tickets is the collective name for all Incidents, Service Requests, RFC's and Problems stored within Service Hub.
With tickets you can:
- Search and view tickets details
- Apply routing actions (macros) to update the ticket
- Add new events (with attachments if needed)
There are several ways to start working with tickets. You can either use one of the pre-configured lists (e.g. 'My open tickets' or 'Unsolved tickets in my queues') which are available through the navigation drawer and list selector, create your own custom lists to organize and view the tickets in a way that matches your needs or you can use the search option to find a specific ticket you are looking for.
Properties, time line and data grids¶
Information regarding tickets is structured using different UI-elements. The primary ticket information is displayed on the property cards. Related data (e.g. information about events, activities etc.) is displayed on tabs. The first tab shows a time line that combines events and activities. The other tabs show data grids with unplanned activities and attachments.
Property card¶
The property card provides you with the most important information regarding the ticket. It displays information regarding the ticket, contact, SLA, asset and service. A full detailed list of available properties per contact type can be found here.
Time line¶
The time line is designed to give you a chronological combined overview of all communication and activity conducted to resolve or implement the ticket. The time line shows ticket events and past & future activities.
Data grids¶
On the ticket detail pages two data grids are displayed in dedicated subtabs.
Unplanned
The unplanned data grid lists all activities without a start or end date that are directly related to the ticket. As there is no date present these activities cannot be displayed in the time line view. As soon as these activities are updated with a date, they will be removed from the list and will be present on the time line.
Attachments
The attachment list on the ticket detail page is different from other attachment lists in Service Hub. Attachments cannot be added directly to tickets, instead they are added to ticket events. The attachment list on ticket level is there to provide you with an overview of all files added to the series of Events. As a result you cannot add or remove attachments form this list.
Add new events¶
As long as a ticket is considered 'open' (not resolved or closed) you can add new events to the ticket. There are two ways to add new events.
- Press the Add-icon in the time line header
- Use the entry in the context menu of the property card
Both options open a new form in which you can provide the details like Subject, type, extra time spent and include attachments.
Apply routing actions¶
As with the events you are allowed to apply routing actions to tickets as long as they are 'open'.
To apply a routing action open the context menu on the ticket property card. This will open a new form on top of the time line. The 'Apply routing action'-form will immediately list all available routing actions for the current ticket type. You can filter the list by typing into the filter box. The filter criteria will be applied to the list contents while you type. Select the routing action of choice and press apply.
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