U17 Pop-Out Help

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titleCreating and Designing a Ticket View

To create and design a ticket view:

  1. On the Views tab, on the VIEWS subtab, click New.
    The New Ticket Search View window appears.

  2. Specify values in the following fields, and then click Save:

    • Name: Identifies the view.

    • Type: Indicates the type of ticket display (that is, ticket dashboard or ticket list) to which the view is applicable.

    • Description: Provides a description of the view. This field is optional.
      The ticket view is created and is available on the VIEWS subtab. The Design tab appears to enable you to design the view.

  3. On the Design tab, specify values in the fields.

    Info

    For information about the fields, see the Subtabs Used When Designing a View topic in the Product Documentation.


  4. Click Save.
    The design of the ticket view is saved.

    Tip

    In the Ticketing Config window, on the Views tab, on the VIEWS subtab, you can:

    • Preview a ticket view by double-clicking the row displaying the view and then clicking the Preview tab.
    • Modify, copy, or delete a ticket view by selecting the row displaying the view and then using Edit, Copy, or Delete, respectively.
    • Modify the design of a ticket view by double-clicking the row displaying the view.
    • View a summary of all changes made to a ticket view by double-clicking the row displaying the view and then clicking the Change History tab.
    • Filter the ticket views by entering in the Filter box the text based on which you want to filter the views.

Screen

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.


Managing a View

You can view your tickets by specifying the criteria in the filter Criteriatab. By default, the filter Criteriatab consists of a few fields. You can specify your choices in the fields and save the changes.

Info

The Summary section displays the following:

  • Filter Criteria: All the selected criteria appear.
  • Fields to Display: All the fields that are present in the Filter Criteria tab will appear.
  • Restrict Editors: If the ticket contains any restricted editors, then the name will appear.
  • Restrict Visibility: If the ticket contains any restricted visibility, then the name will appear.

Screen

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.

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titleConfiguring the Screen Display

To configure the ticket display:

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titleConfiguring the Screen Display

To configure the ticket display:

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

    1. On the Screen tab, double-click the ticket type for which you want to configure the display.
      The Ticket Highlight and Ticket Detail subtabs appear for the ticket type.

    2. On the Ticket Highlight subtab, in the Available section, select the fields that you want to be displayed in the main area of a ticket, and then click the right arrow icon The selected fields appear in the Selected section.

      Tip

      You can filter the fields in the Available section using the Filter box.


    3. In the Selected section, select the field that you do not want to be displayed in the main area of the ticket, and then click the left arrow icon .The selected field is removed from the Selected section, and it appears in the Available section.

    4. To define the position of a field in a ticket, in the Selected section, drag the field to the desired position. 

      Info

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


    5. To modify the properties of the selected fields, in the Selected section, click the cell containing the property you want to modify, and then specify the desired property.

      Info
      • You can revert your changes by clicking Reset.
      • You can preview your changes by expanding the Preview section.


  2. To configure the display of the area on the Detail tab of a ticket, perform the previous step on the Ticket Detail subtab.

    Info

    The Group column in the Selected section represents that section on the Detail tab in which the field appears (for example, Description, General, or Scope). You can modify the value in this column by clicking the cell displaying the value and then selecting the desired section.


  3. Click Save.
    The display of the main area and the area on the Detail tab of a ticket for the selected ticket type is configured.

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titleAdding a Permission

To add a permission:

  1. Click the Edit button.
    The Editor window appears.
  2. Select a Label from the drop-down list.
  3. Select a Permission from the drop-down list.Select the appropriate user (for example, select either the Users, Teams, or Agents).
  4. Select the Users or Team, or Agents option.
  5. From the Available box, select and move the User/Team/Agent to the Selected box.
  6. Click Save.

A new permission is added to the Permissions tab.

Info
  • If you have selected Label and have not selected any user, by default, the permission is visible to all users.
  • To modify user permission, select and double-click on the permission from the Permissions tab, modify the user rights and then click Save.


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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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titleCreating Managing the Status Rules

To create manage 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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titleGeneral Settings

You can update the following options in the General section:

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titleBulk Ticket Upload

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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titleMentions to Followers

If you want to communicate to the ticket followers about updates made to the ticket, in the General section, select the Mentions to Followers checkbox.the Mentions to Followers checkbox.



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titleCreating a Label

You can categorize the tickets using labels. When you create a label and attach the label for the tickets, it is easier to update the tickets based on the selected labels. Each

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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 the Label field of a ticket.

To create a label:

  1. On

    the Settings tab, i

    the Settings tab, in the Labels section, click New.
    The New Label window appears.

    Info

    A label is case sensitive, you have to specify the ticket using the uppercase case, number, and underscore when creating a label

    n 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 ComponentsSpecifying a Label Component for the Label

You can

further define Label components for the labels.

categorize a label at the component level. 

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. Select the follower's name from the drop-down list, and then click Save.
    The Followers list is created, and , and it appears in the Label Follower's section. 


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titleDefining Link Types

In a ticket, you can link the status of another ticket so that it appears in the

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.Links tab of a ticket. You can create the pre-defined status in the Link Types section by specifying the name (status) inward description (enhancing the status description), and the outward description (this description appears in the Links tab of a ticket). 

  1. On the Settings tab, in the Types section, click New.
    The New Link Types window appears.
    Specify the Link Type name, Inward Description, and Outward Description.
  2. Click Save.
    The types list is created, and it appears in the Link Types section. 

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