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onboarding:ticketer:creating_viewing_updating_searching_for_tickets [2016/08/16 15:36] – srenshawonboarding:ticketer:creating_viewing_updating_searching_for_tickets [2022/01/06 11:53] (current) – 10.91.120.28
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 +====== Creating, viewing, updating, searching for tickets ======
 +
 +Author: Sophie Renshaw
 +
 +===== Creating A Ticket =====
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-15_at_17.19.10.png?500|}}
 +
 +To create a ticket, click the **Create Ticket** button in the top bar. 
 +
 +This will open the Create Ticket tool allowing the user to fill in all necessary information for a manual ticket to be created.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-15_at_17.21.09.png?1000|}}
 +
 +==== Created By and Create Date ====
 +
 +The Created By and Create Date fields are non-editable and will default to the logged in user and the current date. 
 +
 +==== Priority ====
 +
 +The Priority indicates the level of criticality that this ticket has. 
 +
 +The options range from Level 5 - Informational to Level 1 - Critical. 
 +
 +These can be changed in configuration to add, delete or edit the current priorities. 
 +
 +==== Workflow ====
 +
 +The Workflow field indicates which workflow that the ticket will belong to. 
 +
 +Both of our customers have a number of ticket workflows, depending on the tickets use. 
 +
 +Many of these workflows will not have a manual ticket created in them, as they are entirely automated workflows, allowing only for tickets that are created by the application. 
 +
 +Selecting a workflow will dictate the states that a ticket can enter, the forms that can be attached to it and the emails that will be sent. 
 +
 +==== initial state ====
 +
 +The initial state field is automatically populated as the initial state of whatever workflow is selected. 
 +
 +However it can be changed to create in a different state in the workflow. 
 +
 +==== Market ====
 +
 +The Market field is very important as it dictates what our customers customers will see. 
 +
 +The markets specify which carriers and which region the ticket will belong to. 
 +
 +Multiple carriers will have the same region and similarly multiple regions will have the same carriers, but selecting the correct one is important to ensure that Carriers do not see tickets that do not belong to them. 
 +
 +==== Due date ====
 +
 +The Due date field is an optional field in which a due date can be set. 
 +
 +Similarly for the Time Due field, it is optional in which a due time can be set. 
 +
 +==== Summary ====
 +
 +The Summary field is usually filled in to contain as much information as possible related to the issue or cause for opening the ticket. Common information includes the network element, issue type etc. 
 +
 +At this point owners can also be added to the ticket. 
 +
 +Once all of the necessary field are filled in, clicking **Continue** will create the ticket. 
 +
 +----
 +
 +===== Taking a Look Around a Ticket =====
 +
 +Tickets contain a lot of information and there are a lot of separate sections to a ticket. 
 +
 +Below shows a view of what a ticket looks like in the General (Desktop) Ticketer. 
 +
 +A ticket is made up of 4 main sections. Ticket Information, Status Manager, Running Log and Forms.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_12.59.15.png?1500|}}
 +
 +
 +----
 +
 +
 +==== Ticket Information ====
 +
 +To the far left of the ticket you will see the ticket information panel. 
 +
 +This contains all of the basic ticket information such as:  
 + 
 +  * Region
 +  * Market
 +  * Priority
 +  * Due Date (if applicable)
 +  * Workflow
 +  * Status
 +  * Status By (which user moved it into this status)
 +  * Date Created 
 +  * Last Update 
 +  * Summary
 +  * ticket number located in the top left of the panel (In the case of the example the ticket number is INC-1319652. INC represents the Workflow the ticket is in and the number represents the ticket number).
 +
 +Clicking the **edit** button in the top right of this panel will allow the user to edit some of the field including Market, Priority, Due Date and Summary. 
 +
 +Beneath the Information panel there are a number of buttons available to the user:
 +
 +  * Manage Attachments: Allows the user to add attachments to the ticket
 +  * Ticket History: Opens a popup with information pertaining to different status changes, form additions, owner additions and removals.
 +  * Manage Owners: Allows the user to add and remove owners and smart owner groups
 +  * Send Email: Allows the user to select one or many emails to send from the ticket that includes information related to the ticket. Not all emails will be supported, as many depend on the ticket being in a specific workflow or state or having a form attached.
 +  * Print Ticket: Opens a popup allowing the user to print all information on a ticket
 +  * Contact Details: Opens a popup containing the contact details of the ticket owners and any field techs that are associated to the network element that the ticket is related to. The popup also contains a 'Log Call' button that will add an entry to the running log.
 +  * Refresh Ticket: Will refresh the information on the ticket to be the most up to date.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_13.53.50.png?500|}}
 +
 +
 +----
 +
 +
 +==== Status Manager ====
 +
 +The panel in the centre of the ticket screen is the Status Manager. The options in this panel allows the user to move the ticket to a new state, update it's workflow and, if the user has admin status, move it to an unsupported ticket state. It will also show the state that the ticket was previously in and what legal transitions the ticket has.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_14.12.47.png?500|}}
 +
 +
 +----
 +
 +
 +==== Running Log ====
 +
 +On the right hand side of the ticket the Running Log panels contains information related to changes made to the ticket. These include state changes, ticket owners, form additions and changes. It also allows the user to add their own comments to the running log. Anything added to the running log cannot be deleted.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_14.25.43.png?1000|}}
 +
 +
 +----
 +
 +
 +==== Forms ====
 +
 +Each ticket can have a number of forms added to it. 
 +
 +Some of these forms are automatically added by the Ticketer when the ticket moves into a certain state and other forms can be added manually by the user. 
 +
 +The forms are created and updated by Errigal (a common support ticket would be to create a new form or make changes to an existing form.) 
 +
 +Forms can be added from the drop down menu. 
 +
 +The form fields are then filled in by the user and the Save Form button is clicked to add the form to the ticket and save the field changes. 
 +
 +If the incorrect form has been added or the fields have been populated with incorrect data the Discard Changes button can be clicked and it removed the form and all changes from the ticket.
 +
 +Similarly if editing a form that is already on the ticket, clicking Discard Changes will return the form to the previously unedited version. 
 +
 +It is not possible to close the ticket window or change the tickets state if there are unsaved form additions or changes. 
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_14.27.59.png?1500|}}
 +
 +----
 +
 +===== Visibilities =====
 +
 +Visibilities dictate what tickets a user has access to in the ticketer. There are a number of visibilities available to users. 
 +
 +Users with the Admin Visibility will be able to see all tickets and also have access to all forms that have the Strict Admin visibility. Only a few users will have access to this, usually limited to Errigal accounts and our customers management teams. 
 +
 +Users with the Global Visibility can also see all tickets, except Admin, but will not be able to access forms that are marked as Strict Admin.
 +
 +Below Global, there are the separate carrier visibilities, AT&T, T-Mobile, Verizon, Sprint etc. A user with a top level Carrier visibility, for example ATT, can see all AT&T tickets, no matter if they have a specific region assigned or not. A user with just ATT will not be able to see any other carrier tickets, nor will they be able to see any forms that have a Strict Admin or Strict Global visibility.
 +
 +Within each carrier visibility there are separate regions defined. A user with the T-Mobile - Northern CA visibility will only be able to see tickets that are also within that visibility. They will not be able to see any other T-Mobile tickets, nor will they be able to see any other carrier tickets. Another carrier may also have the same region defined, for example ATT- Northern CA. A user with only the T-Mobile - Northern CA visibility will not be able to see tickets in the ATT - Northern CA visibility. 
 +
 +Visibilities follow a tree-structure. A user with a certain visibility can see everything that is within and below that visibility in the tree but nothing above it. Defining the correct visibilities when creating or editing user accounts is very important to ensure users only see what they are supposed to/allowed to see. 
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_14.41.05.png?400|}}
 +
 +
 +----
 +
 +
 +===== Searching for a Ticket ======
 +
 +To search for a ticket, a user can use the quick search box in the top right hand corner or the advance search.
 +
 +The quick search input allows you to search based on any field in the **Results** tab i.e. Ticket Id, Summary, Form, etc..  
 +
 +
 +The advanced search page, shown below, allows the user to define a number of search parameters such as Ticket options, Date Options, Workflow Options, Market Options, User Options and Search Options.
 +
 +  * Ticket Options: Allows the user to search for Ticket specific options such as ticket number, ticket summary and priority. By default it will show Overdue tickets on top but this can be deselected. There is also the option to show Scheduled Tickets, DIG Tickets, Maintenance Tickets and Closed Tickets.
 +  * Market options: Allows the user to select the visibility level to search for. This can be at the Global level, the Carrier level or even a specific market.
 +  * Date Options: Allows the user to search for tickets that were created, have a state change or have a due date of a specific date range. 
 +  * User Options: Defaults to No Filter but allows the user to search for tickets that specific user have made changes to. This included tickets owned by, tickets created by and tickets that have a status by a specific user.
 +  * Workflow Options: Allows the user to find tickets in a specific workflow and/or state
 +  * Search Options: Dictates how tickets should be sorted as well as their order and what regions should be returned. 
 +
 +The panel on the right summarises the search options that the user has selected. Using this panel, the user can also save the search query if it is one that is frequently used. Once the search parameters have been defined, the Save Search as button can be clicked to save the search. 
 +
 +If a user wants to update a saved search they can click the Save Search button. The dropdown menu will allow the user to select their saved search and clicking the Search button will return the search results to the user in a new window.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_15.12.18.png?1500|}}
 +
 +The search results will open in a new window, shown below. The different colours highlight tickets that are in different workflows and states. Tickets marked in light pink are overdue. Right clicking on tickets will give the user some options to send emails, search for similar tickets or find child tickets.
 +
 +{{:onboarding:ticketer:screen_shot_2016-08-16_at_15.34.11.png?1500|}}
 +
 +
 +----
 +
 +
 +===== Onboarding Self Assessment=====
 +  - Create a new Ticket in the DAS Incident Management Workflow. Give it a Due Date of a week from now and set AT&T - New York as the Market. Include an informative summary and assign some owners to the ticket. Make note of the ticket number.
 +  - In the Ticket window ensure that the ticket has created in the correct workflow and state. Edit the Due Date and Ticket Summary. Update the Market to be AT&T - Arizona. 
 +  - Click the contact details button and ensure that the owners you assigned in the first step are shown. Click the Log Call button and make sure it is shown in the running log. 
 +  - Click the manage owners button and update the ticket owners. 
 +  - Confirm that a form has been added to the ticket. Make some changes to this form. 
 +  - Move the ticket into a new state and make sure the state change is reflected in the running log.
 +  - Make an entry in the running log.
 +  - Add a new form to the ticket, populate the form and click Save Form. Refresh the ticket to make sure the form added correctly.
 +  - Close the ticket.
 +  - Open the search options and define search parameters that will return the ticket you created. Take a screen shot of the results.
 +  - Open the search options and define search parameters that will NOT return the ticket that you created. Take a screen shot of the results.
 +**Ask your mentor to go through these with you to ensure this has been completed correctly**
  

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