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Ticket Configuration

These switches turn certain functions on and off for the system. Be sure to hit the Save icon after any changes are made.

Log a Ticket Interface
Action Note Visibility	Collapsed	Initial Action note not visible when Log a Ticket pop up appears
Action Note Visibility	Expanded	Initial Action note visible
Timeline Visibility	Collapsed	Timeline is collapsed and not visible
Timeline Visibility	Expanded	Timeline is visible on the right side of the Log a Ticket pop up
Show Team Selection (on Log A Ticket Interface)	Enabled	Team drop down will appear on the log a ticket page
Show Team Selection (on Log A Ticket Interface)	Disabled	Team drop down does not appear as an option
Default to Your Team	Enabled	Ticket will default to the team assigned to the person logging the ticket.
Default to Your Team	Disabled	Ticket will not necessarily default to the team assigned to the person logging the ticket
Show Client Type Selection (on Log A Ticket Interface)	Enabled	Client Type drop down will appear on the log a ticket page
Show Client Type Selection (on Log A Ticket Interface)	Disabled	Client Type drop down does not appear on the log a ticket page
End User Selection Method	Client/End User Dropdowns	Select by Client, then End User
End User Selection Method	User Fynd - Type to Search	Uses User Fynd system. (Ships with this option active)
Confirm Flagged Notes on Log a Ticket (popup)	Enabled	When a new ticket is logged, and the Client Contact is flagged, a pop up box with flagged notes will appear if notes are present
Confirm Flagged Notes on Log a Ticket (popup)	Disabled	When new ticket is logged, and Client Contact is flagged, flagged notes will be shown below the Client information drop downs.
Internal Auto-Assign Ticket	Enabled	When logging a ticket internally, it will automatically log the ticket to the Assigned Staff as set in the Project Ticket Assignments for the client's project
Internal Auto-Assign Ticket	Disabled	When logging a ticket internally, it will assign the ticket to the person logging the ticket.
Support Staff Can Close Ticket	Enabled	Any level of Support staff can close tickets
Support Staff Can Close Ticket	Disabled	User level cannot close tickets
Require Ticket Ownership to add Actions	Enabled	Must be assigned to ticket to add an action
Require Ticket Ownership to add Actions	Disabled	Can add actions if not assigned to ticket.
Recalculate Due Date when Ticket Reopened	Enabled	Recalculate date based on amount of time left on SLA after a ticket has been reopened
Recalculate Due Date when Ticket Reopened	Disabled	Sets date based on the reopened date.
Enable Associated Contacts for	Dropdown	Associate additional end users to tickets. Select from list of Client Type, or check Select All to have all types available. Uncheck if you want no Associated Contacts
Capture Associated Contacts on Append:	Check box/ Dropdown	If checked, any emails into a ticket, which contain an email in the CC: field not previously there will be added as an Associated Contact. Use the dropdown to select the Client Types to use this feature when active.
Show Associated Contacts on Self Service	Check box	If checked, Associated Contacts option will be available to users of the SSI; if unchecked, they will not see the option.
Add/Edit End User	Access Level or Team	Allows selected staff to add or edit End Users.

General Settings
Show Paging for Ticket History	Enabled	Allows for large tickets to show a selected number of actions per page
Show Paging for Ticket History	Disabled	All actions for the ticket will be visible
Page Size	Slider	Select the number of tickets per page. Slider ranges from 10 to 100.
Ticket Reassign Method	Drag & Drop	Provides a drag-and-drop functionality to Ticket Reassign.
Ticket Reassign Method	Classic	Uses arrow keys to move staff to or from Unassigned to Assigned
Secondary User Classification	Drop Down selection	Sets the secondary classification for the Contact Search on the Home Page, so the list for client contact is in alphabetical order by name and then by the secondary classification selected.
Secondary User Classification	Sort	Check sort, and select Ascending or Descending from the drop down.
New Ticket Time	Hours	Number of hours a ticket shows as new (Green) on the Home Page
At Risk - % from due	Percentage	Sets the amount of time from the due date. When this time is reached, the ticket turns yellow, or at risk of going late. If you don't wish this to function in this way, simply set the percentage to 0.
Display MS OCS/Skype Presence*	Enabled	Shows a user's IM status in the Ticket Monitor and within Action Notes.
Display MS OCS/Skype Presence*	Disabled	IM status not visible
Ticket Hierarchy (Parent/Child feature)	Enabled	Allows Parent/Child tickets to be logged
Ticket Hierarchy (Parent/Child feature)	Disabled	Parent/Child is not available as an option within a ticket
Ticket Hierarchy list mimics current homepage view	Enabled	Sorts Parent tickets to mimic the current homepage layout - i.e. grouped by due date, client, state, etc.
Ticket Hierarchy list mimics current homepage view	Disabled	Tickets will sort as normal.
Show time warning on Child Tickets	Enabled	Shows warning user is logging time against a Child ticket and to ensure it has not been accounted for in the Parent.
Show time warning on Child Tickets	Disabled	Warning is disabled
When Ticket is Closed	Go to Ticket Details page	Will go to the ticket details of the closed ticket.
When Ticket is Closed	Go to Homepage	Will go to user's homepage when the ticket is closed.
Starred Tickets	Access Level or Team	Allows selected staff to star tickets on their home page. Also can be set in Permissions area.
Flagged Tickets	Access Level or Team	Allows selected staff to flag tickets. Also can be set in Permissions area.
Set Ticket Due Date	Access Level or Team	Allows selected staff to edit a ticket to change the due date. Also can be set in Permissions area.
Delete Ticket	Access Level or Team	Allows selected staff to Delete tickets NOTE: This can be overridden on a project by project basis if needed. This is found in the Project Details area for the client.

*If visible, you will be able to click on the presence button and send an email, IM or ticket, depending on how your internal systems are set. Works with Microsoft Lync Server.