Ticket priorities
Enter priorities for tickets if you want to grade them in order of importance.
To create or edit a ticket priority
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In the Manager, select the Help Desk > Basic configuration data > Priorities category.
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In the result list, select the ticket priority and run the Change main data task.
- OR -
Click 
in the result list.
-
Edit the main data.
- Save the changes.
Enter the following data for a ticket priority.
Table 3: Ticket priorities main data
|
Priority |
Name of the ticket priority. The following priorities are predefined:
|
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the ticket priority is used or disabled. |
Ticket types
Enter ticket types if you require further categorization.
To create or edit a ticket type
-
In the Manager, select the Help desk > Basic configuration data > Ticket type category.
-
In the result list, select the ticket type and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
- Save the changes.
Enter the following main data for a ticket type.
Table 4: Ticket type main data
|
Ticket type |
Type of ticket such as, device error, software error or operator error. |
|
Parent ticket type |
By specifying a parent ticket type, you build a hierarchical structure. |
|
Product |
To enter possible ticket types for a product, assign a product to the ticket type. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the ticket type is used or disabled. |
Related topics
Assigning permitted products to ticket types
Specify which products the ticket types can be used with.
To assign products to a ticket type
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In the Manager, select the Help desk > Basic configuration data > Ticket type category.
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Select the ticket type in the result list.
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Select the Assign permitted products task.
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In the Add assignments pane, assign the products.
TIP: In the Remove assignments pane, you can remove product assignments.
To remove an assignment
- Save the changes.
Related topics
Assigning knowledge base items to tickets types
Specify which ticket types to assign the knowledge base items to.
To assign items to a ticket type
-
In the Manager, select the Help desk > Basic configuration data > Ticket type category.
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Select the ticket type in the result list.
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Select the Assign thesaurus task.
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In the Add assignments pane, assign the knowledge base items.
TIP: In the Remove assignments pane, you can remove item assignments.
To remove an assignment
- Save the changes.
Related topics
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