You can merge one or more tickets with the ticket you are viewing on the Ticket Detail page. Any tickets that you want to merge must belong to the same queue.
When you merge tickets using the Ticket Detail page, the open ticket becomes the primary ticket. All other merged tickets are archived when you merge them. For more details, see Merging tickets.
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. |
a. |
On the Ticket Detail page, in the Related Ticket Information tab, click Add Tickets to Merge/Edit Merged Tickets, and select a ticket from the list that appears. |
a. |
On the Ticket Detail page, open the History tab, and select the Show Merged Ticket History check box. |
b. |
History tab, review the entries related to the merged tickets, as applicable. |
An escalation email is sent at the end of the escalation time limit for tickets with:
• |
A Status of Opened. |
The following example shows the default ticket statuses, priorities, and escalation settings. These settings direct the Service Desk to send an escalation email for tickets with a Status and State of Opened and a Priority of High, after 30 minutes of inactivity.
Service Desk ticket states identify the current state of the ticket. States include Opened, Stalled, and Closed.
Tickets can be escalated only if they are in the Opened state. This requirement is not configurable.
NOTE: Using the default settings, tickets must have a priority of High and a status of Opened to be escalated. |
As soon as a Service Desk ticket is assigned the state of Opened, a timer begins counting toward the escalation time limit.
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