U17 Pop-Out Help

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titleScreen

The Screen tab of the Ticketing Config window enables you to configure the display of the main area of a ticket and the Detail tab of a ticket for a specific ticket type.

To configure the ticket display:

  1. To configure the display of the main area of a ticket:

    1. On the Screen tab, on the Ticket Highlight subtab, in the Ticket Types section, select the type of ticket for which you want to configure the display.

      Tip

      You can delete a ticket type by hovering over the ticket type in the Ticket Types section and then using Image Removedclicking the delete iconImage Added.


    2. In the Available section, select the fields that you want to be displayed in the main area of the ticket, and then click Image Removed Image Added.
      The selected fields appear in the Selected section.

    3. In the Selected section, select the fields that you do not want to be displayed in the main area of the ticket, and then click Image RemovedImage Added.
      The selected fields appear in the Available section.

      Tip

      You can revert your changes by clicking the reset icon  or Refresh.


    4. If you want to modify the position of a field in the ticket, in the Selected section, drag the field to the position you want. 

      Info

      The order in which the fields appear in the Selected section represents the order in which they appear in the ticket. 


    5. If you want to modify the values in these columns, in the Selected section, click the cell displaying the values, and then enter the value you want.

      Tip
      • The Name, Type, and Column columns in the Selected section represent the label of the field, characteristic (data type) of the field, and the columnar position of the field in the area, respectively.
      • The Required column in the Selected section indicates if a field must contain a value (mandatory field) to create or update a ticket.
      • You can revert your changes by clicking Refresh.
      • You can preview your changes by expanding the Preview section.


  2. To configure the display of the Detail tab of a ticket:

    1. On the Screen tab, perform step 1 on the Ticket Detail subtab.

    2. If you want to modify the value in this column, in the Selected section, click the cell displaying the value, and then select the section you want.

      Info

      The Group column in the Selected section represents the section (for example, General or Other) on the Detail tab in which the field is displayed.


  3. Click Save.
    The display configuration of a ticket for the selected ticket type is saved.

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titleStatus Rules

You can change the status of the tickets by using the Label, Ticket Type, and Status parameters on the Status Rules tab. For example, when you select a label, ticket type, and the Status then selects the status from the Available box, then the status is changed to the selected status.

To change the status of the ticket:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label, Ticket Type, and the Status from the drop-down list.
  3. Select the status from the Available box and move it to the Selected box.

  4. Click Save.

A new status rule is added to the tab.

Info

To modify, double-click and select the status and then modify the status in the Editor window and then Save the changes.


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titleSettings

The Settings tab enables you to define the behavior of the loading process of tickets and their fields.

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titleDefining the Bulk Ticket Upload Process

If you want a ticket that already exists in LiveVox to be overwritten when the same ticket is uploaded to LiveVox, in the General section, select the  Bulk Ticket Upload checkbox. Otherwise, clear the checkbox.


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titleDefining Priorities and Their SLAs

The priority of a ticket indicates the level of urgency and helps you specify the work order of the tickets. 

You can define the options that appear in the Priority field of a ticket by creating ticket priorities. Each of the priorities that you create is displayed as an option in the Priority field of a ticket. By default, the following priorities are available for each ticket type: High, Medium, and Low. You can, however, modify these priorities.

You can also define the service-level agreement (SLA) limit for a ticket priority. 

Info

SLA metrics can be monitored on the ticket dashboard.

To create a priority and define its SLA:

  1. On the Settings tab, in the Priorities section, click New.
     The New window appears.

  2. In the Please enter priority name field, enter a name for the priority, and then click Save.
    The priority is created, and it appears in the Priorities section. 

    Info

    This priority appears as an option in the Priority field of a ticket.


  3. In the row displaying the priority, click the Icon cell, and then select the icon by which you want to represent the priority.

  4. If you want to define the service-level agreement (SLA) hours for the priority, in the row displaying the priority, click the SLA Hours cell, and then enter the value you want. 

    Tip

    If you want the SLA hours to include Saturdays or Sundays, select the Include Saturday or Include Sunday checkbox, respectively.


Tip
  • If you do not want a priority to appear as an option in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, clear the Public checkbox.
  • If you want to set a priority as the default priority in the Priority field of a ticket, in the Priorities section, in the row displaying the priority, select the Default option.
  • The order in which the priorities appear in the Priorities section represents the order in which they appear as options in the Priority field of a ticket. You can modify the position of a priority by dragging the name of the priority in the Priorities section to the position you want.
  • In the Priorities section, you can:
    • Modify the name of a priority by clicking the Name cell in the row displaying the priority and then entering the name you want.
    • Search for a priority by entering in the Filter box the partial or complete name of the priority.
    • Delete a priority by hovering over the row displaying the priority and then using Image Removedclicking the delete iconImage Added.



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titleDefining Statuses

The status of a ticket indicates the progress of a ticket towards completion or resolution.

You can define the options that appear in the Status field of a ticket by creating ticket statuses. Each of the statuses that you create is displayed as an option in the Status field of a ticket. By default, the following priorities are available for each ticket type: Open, In Progress, and Closed. You can, however, modify these statuses.

To create a status:

  1. On the Settings tab, in the Status section, click New.
     The New window appears.
  2. In the Please enter status name field, enter a name for the status, and then click Save.
    The status is created, and it appears in the Status section. This status appears as an option in the Status field of a ticket.
Tip
  • If you do not want a status to appear as an option in the Status field of a ticket, in the Status section, in the row displaying the status, clear the Public checkbox.
  • If you want a comment to be added to a ticket when the ticket moves to a given status, in the Status section, in the row displaying that status, select the Requires Comment checkbox.
  • If you want a ticket to be closed when it moves to a given status, in the Status section, in the row displaying that status, select the Closes Ticket checkbox.
  • The order in which the statuses appear in the Status section represents the order in which they appear as options in the Status field of a ticket. You can modify the position of a status by dragging the name of the status in the Status section to the position you want.
  • In the Status section, you can:
    • Modify the name of a status by clicking the Name cell in the row displaying the status and then entering the name you want.
    • Search for a status by entering in the Filter box the partial or complete name of the status.
    • Delete a status by hovering over the row displaying the status and then using Image Removedclicking the delete iconImage Added.



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titleDefining Labels

You can define the options that appear in the Label field of a ticket by creating ticket labels. Each of the labels that you create is displayed as an option in the Label field of a ticket.

To create a label:

  1. On the Settings tab, in the Labels section, click New.
    The New window appears.
  2. In the Please enter label name field, enter a prefix for the label, and then click Save.
    The label is created, and it appears in the Labels section. This label appears as an option in the Label field of a ticket.
Tip
  • If you do not want a label to appear as an option in the Label field of a ticket, in the Labels section, in the row displaying the label, clear the Public checkbox.
  • If you want to set a label as the default value in the Label field of a ticket, in the Labels section, in the row displaying the label, select the Default option.
  • The order in which the types appear in the Labels section represents the order in which they appear as options in the Label field of a ticket. You can modify the position of a label by dragging the name of the label in the Labels section to the position you want.
  • In the Labels section, you can:
    • Modify the prefix, name, or description of a label by clicking the Prefix, Name, or Description cell in the row displaying the label and then entering the value you want.
    • Search for a label by entering in the Filter box the partial or complete prefix of the label.
    • Delete a label by hovering over the row displaying the label and then using Image Removedand then clicking the delete iconImage Added.



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titleDefining Components

You can define the options that appear in the Components field of a ticket by creating ticket components. Each of the components that you create for a label is displayed as an option in the Components field of a ticket for the associated label.

To create a component for a label:

  1. On the Settings tab, in the Components section, in the drop-down list box, select the label for which you want to create a component, and then click New.
     The New window appears.
  2. In the Please enter component name field, enter a name for the component, and then click Save.
    The component is created for the label, and it appears in the Components section. This component appears as an option in the Components field of a ticket when the associated label is selected in the Label field.
Tip
  • If you do not want a component to appear as an option in the Components field of a ticket, in the Components section, in the row displaying the component, clear the Public checkbox.
  • The order in which the types appear in the Components section represents the order in which they appear as options in the Components field of a ticket. You can modify the position of a component by dragging the name of the component in the Components section to the position you want.
  • In the Types section, you can:
    • Modify the name of a component by clicking the Name cell in the row displaying the component and then entering the name you want.
    • Search for a component by entering in the Filter box the partial or complete name of the component.
    • Delete a component by hovering over the row displaying the component and then using Image Removedclicking the delete iconImage Added.



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titleDefining Types

You can define the options that appear in the Type field of a ticket by creating ticket types. Each of the ticket types that you create is displayed as an option in the Type field of a ticket.

To create a ticket type:

  1. On the Configure tab, go to Ticketing > Tickets Config.
    The Ticketing Config window appears.
  2. On the Settings tab, in the Types section, click New.
    The New window appears.
  3. In the Please enter type name field,  enter a name for the type, and then click Save.
    The type is created, and it appears in the Types section. This type appears as an option in the Type field of a ticket.
Tip
  • If you do not want a type to appear as an option in the Type field of a ticket, in the Types section, in the row displaying the type, clear the Public checkbox.
  • The order in which the types appear in the Types section represents the order in which they appear as options in the Type field of a ticket. You can modify the position of a type by dragging the name of the type in the Types section to the position you want.
  • In the Types section, you can:
    • Modify the name of a type by clicking the Name cell in the row displaying the type and then entering the name you want.
    • Search for a type by entering in the Filter box the partial or complete name of the type.
    • Delete a type by hovering over the row displaying the type and then using Image Removedclicking the delete iconImage Added.