Bitrix Site Manager

Tickets

In this topic

Filter
List of tickets
Operations with tickets

The Tickets form displays users' requests to technical support. This form allows you to do the following:

Each ticket, besides having different states and rankings, can be marked as spam.

Filter

To display only the required tickets, set the filters according to the search criteria. The following table describes the filter fields.

ParameterDescription
*Ticket ID The ticket ID. The required ID's can be separated with commas.
SiteThe site where the ticket was created.
Indicator You can choose one or several markers for filtering tickets:
  • - the last message was added by a client (you are responsible);
  • - the last message was added by a client (you are not responsible);
  • - the last message was added by you ;
  • - the last message was added by a technical support staff member;
  • - ticket is closed.
  • Closed/open Closed - ticket is closed;
    Open - ticket is not closed.
    Definitely spam Defines whether spam, non-spam or all messages should be displayed.
    Probably spam Same as the previous one but for messages with the "probable spam" state.
    Created Range of dates within which a ticket could be created.
    Modified Range of dates within which a ticket could be last modified.
    * Author An author of tickets to be displayed.
    * Modified by Search by the name of a techsupport member who changed the required tickets.
    * Responsible Search by the name of a tech support member responsible for the ticket.
    Problem solving duration Allows to display tickets that took a definite amount of time (days) to be solved.
    Messages Range of messages in the tickets to be displayed.
    Category Category of the tickets to be displayed.
    Emergency Emergency of the tickets to be displayed.
    State State of the tickets to be displayed.
    Answer rate Display tickets with a definite answer rate.
    Source The ticket source. Select web to display tickets posted from the site.
    * Title Mask for the title of the tickets to be displayed.
    * Note Mask for the comment text for the tickets to be displayed.
    * Message text Mask for the message text for the tickets to be displayed. 

    * - these fields allow using logical expressions. You can seen the syntax of expressions by clicking ? next to the appropriate field.

    Context bar

    Button Description
    Add Opens a form in which you can create a new ticket.  
    Excel Exports data from the table to the MS Excel format.

    List of tickets

    Column Description
    Checkbox column Used to select tickets to which the desired actions are to be applied. Available rules and actions can be found in the action bar below the table.
    Action menu
    Clicking the action button of any ticket opens a menu allowing to:
    • Modify - edit the ticket;
    • Open - moves the previously closed ticket to the open state;
    • Mark as a possible spam;
    • Mark as spam;
    • Mark as spam and delete;
    • Delete - delete the ticket.
    ID The ID of the ticket. Click the ID to open the ticket editing form.
    Indicator The ticket status indicator:
  • - the last message was added by a client (you are responsible);
  • - the last message was added by a client (you are not responsible);
  • - the last message was added by you ;
  • - the last message was added by a technical support staff member;
  • - ticket is closed.
  • Subject The ticket subject.
    Author Person who created the ticket, and the time when it was created.
    Modified by Person who last modified the ticket.
    Msg. Number of messages in the ticket.
    Level The level of the ticket.
    Responsible Person who is in charge of this ticket.
    Selected Number of tickets selected to display.
    Checked Number of tickets marked.

    Operations with tickets

    The action bar allows to perform various operations on several tickets simultaneously. To apply an action to a number of tickets, select them in the left column of the table. To notify site users with the access right technical support administrator about the changes, select a command with the notify instruction.

    The following actions are available.

    Close
    Closes a ticket.
    Open
    Opens a ticket. Open tickets allow to create new tickets.
    Deselect the probable spam checkbox
    Deselects the probable spam checkbox of the ticket.
    Mark as probable spam
    Selects the probable spam checkbox of the ticket.
    Mark as spam
    Identifies the tickets as spam.
    Mark as spam and delete
    Identifies the ticket as spam and deletes it.
    Delete
    Deletes a ticket.