Ticket list

The ticket list is one of the main views of the HelpDesk interface. It shows information about trouble tickets sent to the HelpDesk system.

In the left part of the window, there is the main navigation (see Main views) and the quick preview column. The quick preview allows you to rapidly display a data set from the specific area of interest. For instance, you can display new highest-priority tickets, which additionally belong to one of two selected categories.

Ticket list table

The main part of the described view is the ticket list table. It contains the following columns:

•Status (color marking on the left-hand side of the table line)

•ID

•Date of SLA violation

•Priority

•Ticket subject

•Category

•Related device (column hidden in the Administrator view)

•Department (column hidden in the Administrator view)

•Date of creation (column hidden in the Administrator view)

•Date of last update

•Full name of the assignee

•Full name of the requester

To select the displayed columns or their sequence in the table, click the table settings button [gear icon] in the upper right corner of the table. To sort the table contents by a given column, click the arrow at the column name. Below the table you can select how many tickets are to be displayed per page, and also go to the next pages.

Important: Unread tickets are in bold font.

Ticket preview

Click the ticket icon or line on the right-hand side of the interface to open a quick preview of the ticket. The quick preview displays the title and the short ticket excerpt, and the action block. The block enables you to quickly and comfortably add an internal or public comment to the ticket. Below, the last comments, short ticket summary and the navigation bar are shown.

To go the detailed ticket view at once, click its subject.