Ticket properties and actions

Authorized agents change ticket values using the tool areas in the ticket details.

Overview

This page explains how to use Ticket properties and actions and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Change the priority. Open the existing record, change only the required fields, and check dependent assignments before saving.

2. Move the ticket to another queue. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Set the owner. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Set the responsible agent. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

5. Change the customer user. Open the existing record, change only the required fields, and check dependent assignments before saving.

6. Change the service. Open the existing record, change only the required fields, and check dependent assignments before saving.

7. Close the ticket or change its status. Open the existing record, change only the required fields, and check dependent assignments before saving.

8. Save dynamic fields when making changes. 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.