Processing an anonymous ticket
Processing an anonymous ticket |
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In terms of processing by the HelpDesk employees, an anonymous ticket does not differ in its form from the processing of a regular ticket. The most significant difference is that the individual reporting a specific violation does not usually have access to the ticket. This person cannot monitor the progress of work on the ticket or participate actively for instance by adding comments. However, there is an exception to this rule. In the anonymous ticket adding form, the reporter may provide their contact details. This information can then be used by the assignee to contact the reporter and grant access to the ticket, e.g. by setting him as the reporter or by adding him to the list of anonymous ticket observers.
To view an anonymous ticket, you must log in to the HelpDesk using the account of the user who has access to the specific anonymous ticket and then: 1.In the flyout menu on the left side of the window, click the Tickets. 2.In the ticket list, click the selected anonymous ticket: a) click the link in the “Subject” column b) click the specific anonymous ticket line, and then click the “View details” button at the bottom part of the flyout ticket preview on the right side of the window.
Both the graphic and functional layout of an anonymous ticket is identical to that of a regular ticket. The difference is that: 1.The “Created by” field will always display “Anonymous” as the parameter 2.The “Reporter” field by default displays “Anonymous” - changes can be made during the processing of the ticket 3.If the reporter has provided their contact details, they will appear in the ticket content field, below the descriptive content of the ticket
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