Ticket details¶
Ticket details bring together master data, articles, history, links, checklists, time entries, and CMDB assignments.
Overview¶
This page explains how to use Ticket details and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.
Typical workflow¶
Review the ticket header and current properties. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
View articles and attachments. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Load and filter the ticket history. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Review checklists and time entries. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
View linked tickets and Configuration Items. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Print the ticket or an individual article. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Notes¶
Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.
Presence and direct collaboration¶
Currently open by shows other agents viewing this ticket. Message opens direct chat. When nobody else has the ticket open, Invite a colleague invites an online colleague with a ticket link.
An invitation changes neither permissions nor ownership. A confirmed Transfer ticket changes the owner and creates an internal handover note. See Internal chat and ticket collaboration for the workflow.
