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The Ticketing Config window enables you to define the forms, workflows, views, settings, and display for tickets.

...

Forms

The Forms tab enables you to configure the fields that appear

...

while creating a ticket, accounts, and contacts. Agents using the U-CRM Agent Desktop can use web forms when creating accounts, contacts, and tickets. 

Expand
titleForms Tab

The Forms tab contains the following subtabs:

  • Design: Used to design the form
  • Settings: Used to create and design the appearance of the form
  • Preview: Used to preview your design
  • Activity: Used to view the tickets that were created using the form
  • Change History: Used to view the history of the changes made to the form and who had made the changes.


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:

  • Display: Specify the Field Type, Label, Placeholder, and Column.
  • Style: Specify the Label Color and Font Size. You can also specify whether the text should be Bold or Italic.
  • Validation: Specify the Minimum Length and Maximum Length of the field. You set the condition by choosing No, Always, and On-Conditions.
  • Conditional: Specify whether the field should be Display or Hide. Select the When the Form Field type, and also set the value in the Has the Value.

You add fields, labels, set the label position, create a placeholder for fields, and add columns to the form. 

To design the form:

  • On the New Form window, click Image Removed.
    The Display subtab opens.

    • You can create either a stand-alone form or associate the form to Accounts, Contacts, or Tickets.

  • To associate an entity to a form, enable Associate to Entity.
    • Expand
    titleCreating a Form

    On the Agent Desktop, you use a form to configure the template used for a ticket. 

    To create and design a form:

    1. On the Ticketing Config screen window, click the Forms tab and then click New.
      The Create Form window appears.

    2. Specify the values in the following fields. 

      1. Name: Specify the name for the form.
      2. Description: Provide information about the form. This field is optional.

      3. Published: Select this checkbox if you want the form to be automatically published when it is created.

    3. Click Save.
      The form is created, and the Design subtab opens.

    Expand
    titleDesign
      1. Info
        • If you haven't selected the Publish checkbox while creating the form, you can opt to publish the form later. To publish the form at a later stage, from the Ticket Config > Forms window, select the checkbox next to the form, the Publish button is enabled, click Publish. The form is published and anImage Added icon appears in the Published column.
        • To unpublish an already published form, select the checkbox and then click Publish button. The form gets unpublished and an Image Added icon appears in the Published column.


    2. Click Save.
      The form is created, and the Design subtab opens.


    Expand
    titleDesigning a Form

    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:

    • Display: Specify the Field Type, Label, Placeholder, and Column.
    • Style: Specify the Label Color and Font Size. You can also specify whether the text should be Bold or Italic.
    • Validation: Specify the Minimum Length and Maximum Length of the field. You set the condition by choosing No, Always, and On-Conditions.
    • Conditional: You can define a condition for a field to be displayed and also set a rule as to when it must be displayed. Select the When the Form Field type, and also set the value in the Has the Value.

    You add fields, labels, set the label position, create a placeholder for fields, and add columns to the form. 

    To design the form:

    1. On the New Form window, click Image Added.
      The Design subtab opens.

    2. You can create either a stand-alone field or have the field to be either from Accounts, Contacts, or Tickets.

      1. You can use a field from Accounts, Contacts, or Tickets. Enable Associate to Entity option.

      2. In the Entity field, select an Entity and then select the Field for the entity from the drop-down list.

        Info

        If you select Entity, you must also add a field for the entity you have selected. For example, if you select the Entity as Accounts, then you must add fields to the Accounts entity.  


      3.  If you select the Field as Billing then in the Label text-box the Billing field appears.
      4. In the Label field, specify a name for the form.
      5. In the Label Position, select the required position from the drop-down list.
      6. Specify the Placeholder and then select Column from the drop-down list.

    3. Click Style and specify the Label Color and Font Size.

      Info

      If you want the font to be bold or italics, enable the appropriate checkboxes. If you do not select any of the options then the font will remain normal.


    4. Click the Validation tab if you have any label constraints, you can specify that the field is a mandatory field or is any based on various conditions.

    5. To specify the conditions for the fields, click the Conditions tab and specify the required conditions. 

    6. Click Save.

      Info

      You can edit the fields, move the fields up or down, and delete the fields using the following icons:Image Added.



    In the Entity field, select an Entity and then select the Field for the entity from the drop-down list.

    Expand
    titleSettings Tab

    The Settings subtab enables you to specify the Messages, Theme, Layout, and Attachments for a form.

    To update the settings:

    1. Specify values in the following fields.
      Messages

      • Form titles: Specify a form title. This title is displayed on the web form when an agent creates a record on the U-CRM Agent Desktop

      • Submit button: Specify the text for the button.

      • Success text: This message is displayed when creating a ticket.
      • Error text: Specify the error message.

      Theme

      • Form: Select the form color.
      • Fields: Select the field color.
      • Submit button: 
    Info

    If you select Entity, you must also add a field for the entity you have selected. For example, if you select the Entity as Accounts, then you must add fields to the Accounts entity.  

  •  If you select the Field as Billing then in the Label text-box the Billing field appears.
  • In the Label field, specify a name for the form.
  • In the Label Position, select the required position from the drop-down list.
  • Specify the Placeholder and then select Column from the drop-down list.

    • Click Style and specify the Label Color and Font Size.

    Info

    If you want the font to be bold or italics, enable the appropriate checkboxes. If you do not select any of the options then the font will remain normal.

  • Click the Validation tab if you have any label constraints, you can specify that the label is a mandatory field or is any based on various conditions.

  • To specify the conditions for the labels, click the Conditions tab and specify the required conditions. 

    • Click Save.

    Info

    You can edit the fields, move the fields up or down, and delete the fields using the following icons:Image Removed.

    Expand
    titleSettings

    The Settings subtab enables you to update the window title and Submit button, and add attachments.

    To update the settings:

    1. Specify values in the following fields.

      • Form titles: Specify a form title. This title is displayed on the web form when an agent creates a record on the U-CRM Agent Desktop

      • Submit button: Specify the text for the button.

      • Success text: This message is displayed when creating a ticket.
      • Error text: Specify the error message.
        Theme
      • Form: Select the form color.
      • Fields: Select the field color.
      • Submit button: Select the Submit button color.

      Layout

      • Columns:  Select Select the columns from the list.

      Attachments

      • Enable Attachments: If you enable this option, the Attachments box appears.
      • Max # number of Attachments: Specify the number of attachments that you can attach.

      • Required: Enable this option if the attachments are mandatory.

    2. After updating the form, click Save.

    expand
    1. Info
      title
    Preview
    1. info
      • If you wish to delete the
    You can view the design
      • updates to the form, click the Delete button.
      • Click the Refresh button to view the updated changes to the form.



    Expand
    titlePreviewing the Form

    You can view the design updates to the form in the in the Preview tab. You can specify the values in the fields and test the form.

    Note

    Ensure that you save the changes in the Design tab to get the latest updates in the form.



    Expand
    titleTracking the Activities of a Form

    You can view the form history in the Activity tab.

    To view all the tickets that were created using a form:

    1. On the Forms subtab, double-click the form for which you want to view the tickets.
      The Design subtab opens.
    2. Click the Activity subtab.
      A table appears, displaying the tickets that were created using the form. The table contains the following columns:
      • Entity
      • Number (that is, the number of the ticket)
      • Created By
      • Created Date

    ...

    title
    Expand
    titleChange History of the Form

    The Change History tab contains a table with the history of all changes made to the service. The table contains the following columns.

    Column

    Description

    Changed ByName of the user who modified the form
    Changed OnDate and time when the user modified the form, represented in Eastern Time
    Short Description

    A short description of the modification done to the form.

    Expand


    Workflows

    You can configure a workflow for tickets so that they undergo a standard process that reduces manual work, saves time, and minimizes errors. A ticket workflow ensures that all tickets are handled in a consistent and timely manner. The Workflows tab of the Ticketing Config window enables you to configure workflows for tickets based on certain conditions when the ticket is created or updated, or when a nightly run is initiated.

    Expand
    titleConfiguring the Workflows

     You You can configure a ticket workflow to generate any of the following events:

    • Send an email or SMS
    • Create a work queue task
    • Update a field in a ticket
    • Call an API function
    • Stop the workflow

    The Workflows tab displays the following subtabs:

    Workflows: Enables you to create a workflow.

    enables you to create a workflow for different ticket types, the tab consists of the following subtabs:

    • Design: Enables you to configure a workflow.
    • Activity: Enables you to view all the tickets to which a workflow is applied.

    • History: Enables you to view all the changes made to a workflow.

    ...

    Expand
    titleCreating and Designing a Workflow

    To create and design a workflow:

    1. On the Workflows subtab of the Workflows tab, click New event.
    2. Specify values in the fields, and then click Save.
      The ticket workflow is created, and the Design subtab appears.

    3. Click New Event.

    4. Specify values in the following sections, as required:

      • Involves these events: Actions when you want the workflow to be triggered (for example, when the ticket is created or updated, or when a nightly run is initiated). If you select the Update Ticket trigger, the workflow is triggered only when a specific field in the ticket is updated.
      • Tickets with these properties: Properties for the tickets on which you want the workflow to be applied. The default value is Always, which indicates that the workflow is applied to tickets regardless of their properties. You can modify the value by using the Edit button.
      • Perform these actions: Resulting actions for the workflow, such as:
        • Send SMS: Sends an SMS.
        • Send Email: Sends an email.
        • Create WQ Task: Creates a work queue task.
        • Update Ticket Field: Modifies the value in a field in the ticket. 
        • Call Function: Calls an API function.

        • Stop Workflow Execution: Stops the workflow.
          After you specify a value in the Action Type field, click Add, and then specify values in the fields that appear.

          Info
          • When you add the Send SMS action, the Send SMS to section appears, displaying the following fields:

            • Template: Enables you to select an SMS template. The message in the selected template appears in the section.

            • To: Enables you to specify a phone number or select one of the following options and then it will use the value contained to send the SMS:
              • contact.phone1: Phone number of the contact associated with the ticket.
              • ticket.phone1: Primary phone number associated with the ticket.
              • ticket.phone2: Secondary phone number associated with the ticket.
          • When you add the Send Email action, the Send EMAIL to section appears, displaying the following fields:

            • Template: Enables you to select an email template. The message in the selected template appears in the section.

            • To: Enables you to specify an email address number or select one of the following options:
              • contact.email: Email address of the contact associated with the ticket.
              • ticket.email: Email address associated with the ticket.
            • CC and BCC: Enables you to add CC and BCC email addresses. This is available in both Template and free-form options.
          • When creating a work queue task, you can specify the due date and due time for the task.
          • You can delete an action by using the delete iconnext to the action.



    5. Click Save.
      The workflow is designed, and the event appears on the Design subtab.

      Info
      • For the same event (Create Ticket, Update Ticket, or Nightly Run), you can add another design (that is, specify additional ticket properties and actions for the workflow) by using the plus icon  next to the event.
      • You can modify a design by using the pencil icon  next to the design.
      • You can add another event by using the New Event button.
      • You can delete an event by using the delete iconnext to the event.


    Info
    • To filter the workflows, on the WORKFLOWS subtabWorkflows tab, in the Filter box, specify the text based on which you want to filter the workflows.
    • To modify a workflow, on the WORKFLOWS subtab Workflows tab, click the row displaying the workflow, and then use the Edit button.
    • To apply a workflow to a ticket, you must publish the workflow. To publish a workflow, on the WORKFLOWS subtabWorkflows tab, click the row displaying the workflow, and then click Publish.
    • The Edit button is disabled for a published workflow.
    • To copy a workflow, on the WORKFLOWS subtabWorkflows tab, click the row displaying the workflow, and then click Copy. If the workflow that you copied is already published, you cannot publish the copy unless you unpublish the copied workflow.
    • To unpublish a workflow, on the WORKFLOWS subtab Workflows tab, click the row displaying the workflow, and then click Unpublish.
    • If a workflow is published, you cannot modify it unless you create another version of it. To create another version, on the WORKFLOWS subtab Workflows tab, double-click the row displaying the published workflow, and then click New Version. The new version of the published workflow will be in the draft state. You can publish the new version; however, doing so deletes the published version.

    • To delete a workflow, on the WORKFLOWS subtabWorkflows tab, click the row displaying the workflow, and then use the Delete button.


    ...

    Expand
    titleViewing the Workflow Activity

    To view all the tickets to which a workflow was applied, on the WORKFLOWS subtab of the Workflows tabWorkflows tab, double-click the workflow for which you want to view the tickets, and then click the Activity subtab.
    A table with the tickets to which the workflow was applied appears. The table displays the following columns:

    • Version: Version of the workflow that was applied to the ticket.
    • Executed onat: Date and time when the workflow was applied to the ticket.
    • Ticket: Number of the ticket.
    • Ticket Name: Subject of the ticket.
    • Event: Event (trigger) when the workflow was applied to the ticket (that is, when the ticket was created or updated, or when a nightly run was initiated).
    • Condition: Properties of the ticket that determines if the workflow is applied to the ticket. The value Always indicates that the workflow was applied to the ticket regardless of its properties.
    • Action: Action resulting from the workflow.
    • Action Body: Information about the action.

    Info

    You view the tickets using the search option, specify the Ticket Number, Start Date and Time, and End Date and Time.



    Expand
    titleViewing the Workflow History

    To view all the changes made to a workflow (including its design), on the WORKFLOWS subtab of the Workflows tab, double-click the workflow for which you want to view the changes, and then click the Change History subtab.
    A table with the changes appears, displaying the following columns:

    • Version: Version of the workflow on which the change was made.

      Info

      If any change is made to a workflow after it is published, the version of the workflow is incremented.


    • Changed on: Date and time of the change.
    • Updated by: ID of the user who made the change.

    • Entity: Entity that was changed.

      Info
      • The value WORKFLOW indicates that the workflow was changed.
      • The value TRIGGER indicates that the design of the workflow was changed.


    • Ticket Type: Section of the workflow design that was changed.

      Info
      • The value EVENT indicates that the Involves any of these events section of the design was changed.
      • The value CONDITION indicates that the On tickets with these properties section of the design was changed.
      • The value ACTION indicates that the Perform these actions section of the design was changed.


    • Operation: Type of change made to the workflow (for example, create, update, publish, unpublish, or delete).
    • Details: Description of the changeDescription of the change.

    Views

    A ticket view is a customized view of a table containing tickets, intended to help you and your agents to easily segment, find, track, prioritize, or manage tickets, without the need for a manual search. You can define a ticket view based on the properties of a ticket and also define who can view or modify the ticket view. 

    Expand
    titleTypes of Ticket Views

    The following describes the types of ticket views: 

    • Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
    • List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
      For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.


    Expand
    titleViews

    A ticket view is a customized view of a table containing tickets, intended to help you and your agents to easily segment, find, track, prioritize, or manage tickets, without the need for a manual search. You can define a ticket view based on the properties of a ticket and also define who can view or modify the ticket view. 

    The following describes the types of ticket views: 

    • Dashboard: Ticket views of this type appear as options in the Select a predefined view field in a ticket dashboard window.
    • List: Ticket views of this type appear as options in the Select a predefined view field on the Tickets tab that appears when you click Ticketing > Tickets on the Configure tab.
      For agents and agent teams, ticket views appear as options in the Select a predefined view field in the ticket list section on their Agent Desktops.
    Creating 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

    Expand
    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.

      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.
    Expand

    1. 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.


    Managing a View

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

    For more information on managing ticket filters, see Managing a Ticket.  

    title
    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.

    expand
    Expand
    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.
    		title

    Permissions

    Permissions allow managers to determine which agents have access to which Ticket Forms, either by agent team or at the desktop level.

    expand
    Expand
    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.
    4. Select the appropriate user (for example, select either the Users, Teamsthe Users or Team, or Agents )option.
    5. Select Users/Team/Agents from From the Available box, select and move it 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 tickets of this type are visible to all users.
    • To modify a user permission, select and double-click on the permission and select the required user and from the Permissions tab, modify the user rights and then click Save.
    		title


    Status Rules

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

    title
    Expand
    titleManaging the Status Rules

    To manage a . To change the 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 a an existing status rule, double-click the rule and select the status and then modify the status in the Editor window, and then Save the changes.

    Expand

    click Save.


    Settings

    The Settings tab enables you to define how a ticket and associated fields are uploaded to LiveVox. You can define the acceptable values for different fields within ticketing.

    Expand
    titleGeneral Settings

    You can update the following options in the General section: to LiveVox. 

    Expand
    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

     Bulk Ticket Upload checkbox. Otherwise, clear the checkbox.


    Expand
    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.

    , select the Mentions to Followers checkbox. You enable that when an agent is assigned to a ticket they automatically are added as a follower of a ticket and will get all updates on the ticket.



    Expand
    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

    Expand
    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, 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

      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 , form that is used by the customers then 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 in the dropdown 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.



    Expand
    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 form that is available for your customer's use, 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  window appears.Followers window appears.

    2. Select the follower's name from the drop-down listIn the Please enter Follower name field, select the follower one after the other, 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.In a ticket, you can link tickets, KB (Knowledge Base articles), or URL to a ticket so that it appears in the 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 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. 


    Expand
    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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