U17 Pop-Out Help

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You can change the status of a ticket using the Label, Ticket Type, and Status parameters on the Status Rules tab. 

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titleChanging Creating the Status Rules

To change the create a status of a ticket:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label, Ticket Type, and 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 an existing status rule, double-click the rule and select the status and then modify the status in the Editor window, click Save.


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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 Label 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 desired position.
  • 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 the partial or complete prefix of the label in the Filter box.
    • Delete a label by hovering over the row displaying the label and then clicking the delete icon.


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titleDefining Label Components

You can further define Label components for the labels.

To create a label component:

  1. On the Settings tab, in the Label Components section, click New.
    The New Component window appears.

  2. In the Please enter label name field, enter a prefix for the label, and then click Save.
    The label component is created, and it appears in the Label Component 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 the partial or complete name of the component in the Filter box .
      • Delete a component by hovering over the row displaying the component and then clicking the delete icon.


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titleDefining Label Followers

You can add followers to the ticket. When you add the followers, they are notified by email of any updates or changes to the ticket.

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

  2. In the Please enter Follower name field, select the follower one after the otherSelect the follower's name from the drop-down list, and then click Save.
    The Followers list is created, and it appears in the Followers  Label Follower's section. 


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titleDefining Link Types

You can add followers to the ticket. When you add the followers, they are notified by email of any updates or changes to the ticket.

  1. On the Settings tab, in in the Types section, click click New.
    The New  window Link Types window appears.
    In the Please enter Specify the Link Type namefield, select the follower one after the other, and then c, Inward Description, and Outward Description.
  2. Click Save.
    The Types types list is created, and it appears in the Types section Link Types section. 


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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

You can monitor the SLA metrics 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 that you want to represent the priority.

  4. 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 desired value. 

    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 desired position.
  • 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 a new name.
    • Search for a priority by entering the partial or complete name of the priority in the Filter box .
    • Delete a priority by hovering over the row displaying the priority and then clicking the delete icon.


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