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On the Agent Desktop, you use a form to configure the template used for a ticket. To create a form:
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After the form appears in the Design tab. You can add fields, set styles, validate the length, and set conditions for the fields to appear in the form. The following subtabs appear to add fields to the form:
You add fields, labels, set the label position, create a placeholder for fields, and add columns to the form. To design the form:
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To view all the changes made to a workflow (including its design), on the Workflows tab, double-click the workflow for which you want to view the changes, and then click the Change History subtab.
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To configure the ticket display:
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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 of the labels that you create is displayed as an option in the Label field of a ticket. To create a label:
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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.
To create a priority and define its SLA:
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