For more information on process tickets, see Using Service Desk processes.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
3. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
In addition, users might create single tickets because they are unaware of processes, or because they do not have access to processes. Changing regular tickets to process tickets enables administrators and ticket owners to take advantage of processes, even if tickets were not originally submitted as process tickets. For more information on process tickets, see Using Service Desk processes.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
2. |
3. |
◦ |
◦ |
Click Apply Changes to save the ticket and continue editing it. |
◦ |
Click Cancel to discard the ticket changes. |
For example, you could use a Ticket Rule to automatically change the status of a ticket from Closed to Reopened if someone other than the owner responds to the ticket. There are four default Ticket Rules, and you can add as many custom Ticket Rules as needed.
You can use and configure system Ticket Rules to meet the needs of your Service Desk environment.
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