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.
To display only the required tickets, set the filters according to the search criteria. The following table describes the filter fields.
|*Ticket ID||The ticket ID. The required ID's can be separated with commas.|
|Site||The site where the ticket was created.|
|Indicator||You can choose one or several markers for filtering tickets:
|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.
|Add||Opens a form in which you can create a new ticket.|
|Excel||Exports data from the table to the MS Excel format.|
|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:
|ID||The ID of the ticket. Click the ID to open the ticket editing form.|
|Indicator||The ticket status indicator:
|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.|
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.
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