Ticket list¶

The agent ticket list displays tickets according to search and view parameters.

Overview¶

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

Typical workflow¶

Open the ticket list. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Select and save columns. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Open tickets. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Narrow the list view using available criteria. 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.