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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 Customer’s enquiry is about. The values in the field are derived from the Product field. |
Reported in Build | Reference | Reference to the build version the Customer’s 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 Customer’s 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