Tickets

Overview

This topic is intended for SecureChange handlers who are responsible for processing change requests.

Your Tickets table displays tickets assigned to you and groups that you are part of. At a glance, you can view your tickets status. You can also create and save queries.

To use the Tickets page, you must have permission to View Tickets tab and handle tickets. See Configuring and Assigning User Roles.

View tickets by...

Click the drop-down arrow next to View. Your saved queries and groups appear.

Group

To see tickets assigned to a group, you must be a member of the group. In addition, the group must have the permission Group members can handle tasks assigned to other members.

See Group Ticket Handling.

Saved Query

To save a new query, see Search for Tickets.

Search for Tickets

Click Search. The Advanced Search dialog box appears.

To edit an existing query, select it from Saved searches.

To create a new query, click tickets search results . Choose:

Free Search to search by ticket content or a single field values.
Detailed Search to build a query comprised of different fields values. See Advanced Search Fields for details.

To save the edited/new query, click Save. To view the results of the query, click Search.

The Tickets search results shows up to 10,000 tickets. If more results exist, an indication appears.

The SLA column indicates the ticket's progress based on the Service Level Agreement tracking configured in the workflow.

Adjust table columns

To adjust the width of each column, drag the column dividers.

Sort tickets

By default, the tickets are sorted by ID. To sort the tickets by another criteria, hover your mouse over the relevant column heading until an arrow appears. Select the arrow to sort the tickets.

Customize Columns

From the top right corner of the screen, select

The column options appear.

Select the columns you want to appear in the Tickets display:

Column names with a gray box cannot be removed from the table.
Use to drag column names to change where they appear in the table.

Multi-domain environments include an option for a domain category.

View Ticket Details

Click the link in the Subject column to view the ticket details.

For tickets with multiple tasks: You can also expand the drop-down list in the Status column to see the relevant tasks. Select a task to view its details.

The ticket details appear.

From this view, depending on your permissions, you can manage the ticket as it moves from step to step in the workflow.

View comments

When a Requester adds a comment to an assigned task, the task assignee will see in the Comments column of their Tickets page.