Ticket Tab

Top  Previous  Next

Each Ticket when created needs to be linked either to External Customer or Internal Customer (Employee). Agent has an ability to create a new Customer record and link it to a new Ticket on the same Tab. However, it is always advised to search for existing Customer first. To create a new External Customer record or search for existing ones, Agents can use Customer Form on top of the Tab.

If the Ticket needs to be linked to Internal Customer (aka Employee) Agent can use Internal Customer Form instead. Since all employees are maintained by QueWeb System Administrators this Form will be read-only and will not allow creation of new records or modification of the existing ones. If your organization always uses Internal or External Customer Forms, you can easily customize QueWeb to hide one of these Forms; alternatively you can click Minimize Form button and click Save Settings in the Main Toolbar. This will always keep unnecessary Form minimized.

The following table describes all the fields and their meanings in the Ticket Form.

Field Name

Field Type

Description

Comment

Ticket ID

Text

Unique Ticket identifier. Automatically generated with a sequential number from the last generated Ticket id + 1. The field is grayed out and cannot be altered during the change option.

Read-only field

 

Auto-generated

Status

Dropdown

Indicates the Ticket status.

Only one option can be selected for update. New is the default status. Ticket must be saved under New status first before it can be moved to any other status. See Ticket Workflow chapter for more details.

Required field

Default: New

Priority

Dropdown

Indicates the priority of the Ticket.

Possible values are:

1-Critical
2-Serious
3-Moderate
4-Low

This field is used by the Workflow Manager to send out Notifications and Escalations.

Required field

Default:

3 - Moderate

Impact

Dropdown

Says how big the impact of the reported problem is. Possible values are:

All Sites
System Down
Site
Group
Individual

 

Ticket Type

Dropdown

Says what kind the Ticket is.

Possible values are:

BUG
One of possible meanings is “a software bug”
RFE
Request for Enhancement. When a Customer needs an enhancement for the system.
INFO
When client requires more information on any issue.

Required field 

Category

Dropdown

Typically used to indicate the business domain of the reported Ticket. Every Category value can have 0 to many Subcategory values. List of values in the drop down as well as connected subcategories are maintained by QueWeb System Administrator.

 

Subcategory

Dropdown

Indicates the subcategory within business domain relevant to the Ticket. The values in the drop down are dynamic, they will change based on the value selected in the Category field.

Dynamic values

Origin

Dropdown

Tells how the Customer contacted the support.

Possible values are:

Email
Phone
Fax
Voice Mail
Walkup
Self

Required field

Default: Phone

Reason Code

Dropdown

Reason for closure. Gives a short definition why the Ticket was closed.

Possible values are:

Training Issue
Patch/Upgrade
Configuration Issue
Correct Behavior
Documentation Error
Insufficient Evidence
Product Limitation
Support Expired
Withdrawn
Other

Field is required if Status of the Ticket is Closed 

Other

Text

Additional field to better describe why Ticket was closed.

Field is required if Reason Code is Other

Subject

Text

Single line text box to briefly describe Ticket problem.

Required field

Solution

Reference

Allows searching for and linking Solution from the Knowledge Base.

 

Description

Text

Multiline text box to describe what the problem is in more details.

Required field 

Description

Notepad

This field can be used to give a full description of the reported problem.

 

Int. Comments

Notepad

This field can be used to capture any information regarding the Ticket that is for internal use only.

 

Notes

Notepad

Notes about the Ticket.

 

Response

Text

Multiline text box to track the response from Agent to Customer.

 

Response

Notepad

The field can be used to track the response from Agent to Customer in full details.

 

Agent

Reference

Reference to Agent person who accepted the Customer inquiry.

Required field

Workgroup

Reference

Reference to Workgroup that was assigned or responsible for the Ticket resolution.

 

Owner

Reference

Reference to an Agent who is responsible for the Ticket resolution at the moment.

 

Customer

Reference

Reference to External Customer. Either external or internal Customer needs to be selected for the Ticket.

 

Int. Customer

Reference

Reference to Internal Customer (Employee).  Either external or internal Customer needs to be selected for the Ticket.

 

Product

Reference

Reference to Product. Indicates the product the inquiry is about. When Product Form is populated on the Product Tab of the Ticket sub focus this field will auto populate. Value in the Product field will derive possible values in the Component and Reported in Build fields.

Required field

Component

Reference

Reference to the Component of the Product the Customers enquiry is about. The values in the field are derived from the Product field.

 

Reported in Build

Reference

Reference to the build version the Customers enquiry is about. The values in the field are derived from the Product field.

Required field

Reported Environment

Reference

Reference to the environment information at the Customers site where the product is running and that is relevant to the enquiry. Clicking the field caption will bring user to the screen with environment details.

 

Test Environment

Reference

Reference to the environment where the delivered Ticket was tested.

 

Events

Text

Shows the number of Ticket Events that can be reviewed on the Ticket Event Tab. Clicking the field caption will take the user to the corresponding Form.

Read-only

Auto calculated

Communications

Text

Shows the number of Interactions with the Customer regarding this enquiry. Clicking the field caption will take the user to the corresponding screen.

 Read-only

Auto calculated

Reported On

Calendar

Tells the exact day and time when the Ticket was created.

Read-only

Auto calculated

Requested By

Calendar

Agent can use this field to capture information about the date and time when Customer would like to have the enquiry completed.

 

Hold Until

Calendar

Agent can use this field to indicate that no actions are needed regarding this enquiry until some day.

 

In Current Status Since

Calendar

Keeps the date and time information of the moment when Ticket status was changed last time.

Read-only

Auto calculated

Delivered Since

Calendar

Keeps the date and time information of the moment when Ticket was in the Delivered status last time.

Read-only

Auto calculated

Modified On

Calendar

Keeps the date and time when the Ticket was modified last time.

Read-only

Auto calculated.

Assigned On

Calendar

Keeps the date and time information of the moment when Ticket was in the Assigned status last time.

Read-only

Auto calculated.

Owned On

Calendar

Keeps the date and time information of the moment when Ticket was in the Owned status last time.

Read-only

Auto calculated

ETA

Calendar

Estimated Time of Arrival. Agents can use this field to indicate when the Ticket is expected to be delivered or resolved.

 

Last Reopened On

Calendar

Keeps the date and time information of the moment when Ticket was moved from Closed status to New.

Read-only

Auto calculated

Closed On

Calendar

Keeps the date and time information of the moment when Ticket was closed.

Read-only

Auto calculated

Modified By

Reference

Link to an Agent record who modified the Ticket last time.

Read-only

Auto calculated

Owned On

Calendar

Keeps the date and time information of the moment when Ticket was in the Owned status last time.

Read-only

Auto calculated

Days Open

Text

This field shows the amount of days the Ticket has been in an Active Status.  Active Statuses are New, Owned, Assigned and Test Fail.

Read-only

Auto calculated

Reopened Times

Text

Tracks the number of times when Ticket was reopened.

Read-only

Auto calculated