Tickets Config Help

You can configure the template for a ticket on the Agent Desktop using a form. 

To create and design a form:

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

2. Specify the values in the following fields.

   Field	Description
   Name	Enter a name for the form.
   Description	This field is optional. Enter the description of the form.
   Published	Select the 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.

4. A new Form page opens.

5. Click .
   The Display subtab opens.
   

1. Specify the fields appropriately and click Save.
2. Click Settings.
   The Field Editor dialog box appears.

3. Configure the fields as required, and then click Save.
   A preview of the form appears on the Design subtab.

   To move a field, on the preview screen, hover over the field that you want to move, and then click or as required.

   To modify the configuration of a field:

   1. On the preview screen, hover over the field whose configuration you want to modify.
   2. Click .
   3. Perform Step 5.

4. Click Save.
   The form design is saved.
   

   • If you want the form to be available on the Designer Desktop, you must publish the form. To publish the form, on the FORMS subtab, select the checkbox next to the form that you want to publish, and then click Publish.
   • If you want the form to be available on the Agent Desktop, you must map the form to the Forms element through the Desktops tab of the Designer screen of the Designer Desktop.

   
   

   To modify the form:

   1. On the FORMS subtab, select the checkbox next to the form that you want to modify.
   2. Click Edit.
      The Edit dialog box appears.
   3. Modify the values in the fields as required.
   4. Click Save.

   To modify the design of the form, on the  FORMS subtab, double-click the form whose design you want to modify, and then perform Steps 4 through 6.

   Copying a Form

   To copy the form:

   1. On the FORMS subtab, select the checkbox next to the form that you want to copy.
   2. Click Copy.
      The Copy dialog box appears.
   3. Modify the value in the Name field.
   4. Click Save.
   Delete a Form

   To delete the form:

   1. On the FORMS subtab, select the checkbox next to the form that you want to delete.
   2. Click Delete.
      The Confirm dialog box appears.
      
   3. Click Yes.

   To filter the forms, on the FORMS subtab, in the Filter box, enter the text based on which you want to filter the forms.

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

To view the history of a form:

1. On the FORMS subtab, double-click the form for which you want to view the history.
2. The Design tab opens.
3. Click the Change History tab.
   A table appears, displaying the following columns:
   • Changed By
   • Changed on
   • Short Description

1. On the Workflows subtab of the Workflows tab, click New.
   The New Ticket Workflow window appears.
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 any of 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.
     
   • On 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.
       

       • 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:
           • 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  next to the action.
     
     

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

   • 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 next to the event.
   • You can modify a design by using next to the design.
   • You can add another event by using the New Event button.
   • You can delete an event by using next to the event.

To view all the tickets to which a workflow was applied, on the WORKFLOWS subtab of the Workflows 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 on: 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 based on which the workflow was 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: Details about the action.

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 History subtab.
A table with the changes appears, displaying the following columns:

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

  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.
  

  • 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.
  

  • 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 change.

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.

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:

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. 
   

   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. 
   

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

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.

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.

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.

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.