Ticket details and replies

Customers can view the ticket information, articles, attachments, and CMDB references released to them and can submit replies.

Overview

This page explains how to use Ticket details and replies 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. Review ticket data and visible articles. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  2. Download attachments. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

  3. Write a reply with text and attachments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

  4. View visible Configuration Items. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

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.