Open a ticket from your inbox or the queue. The Work it panel holds what you can do.
Take it
- Take it makes it yours.
- Assign to someone (desk managers) gives it to anyone who works the desk, and optionally to a group.
Impact, urgency and priority
Choose Impact, urgency and priority. The priority follows from impact and urgency:
| Impact, by urgency | High | Medium | Low |
|---|---|---|---|
| High | P1 | P2 | P3 |
| Medium | P2 | P3 | P4 |
| Low | P3 | P4 | P4 |
You can choose another priority, but you must say why.
Reply, or add a private note
- Reply to the requester is public. The desk's first public reply is the ticket's first response.
- Add a private note is for the desk only. It never shows to the requester, in an export or in a notification, and it does not count as a response.
Move it on
Choose the next state under Move it on and Go. Only the states that make sense next are offered.
- Waiting for the requester or waiting for a supplier asks why. An allowed reason pauses the resolution clock.
- Resolved asks how (Fixed, A workaround, Advice given, No fault found, Referred elsewhere, A duplicate) and what was done, in words for the requester.
- Cancelled asks why.
The requester then confirms it is fixed, which closes it, or says it is not, which reopens it. A desk manager can close a resolved ticket without them. A reopened ticket keeps its first resolution and its clocks' history.
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