As a ticket is worked on, comments are displayed when the Comment tab is selected. They are also shown in the History tab along with other history items.
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. |
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Select the Show attachments only check box to filter the comment list and display only comments that have attachments. |
To paste screen shots into tickets:
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You must access the Administrator Console using a supported browser excluding Safari. For a complete list of supported browser, see the Technical Specifications. |
To attach files you must be able to browse to the files from the Administrator Console. You can attach files that are up to 8 MB in size.
When you add screen shots and attachments to a ticket, they appear listed in a separate section of the ticket screen. You can also add images (including screen shots) directly to the Summary and Comment fields. For more information, see Create tickets from the Administrator Console Ticket page.
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2. |
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. |
c. |
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a. |
On Ticket Detail page, scroll down to the Attachments section of the Comments and Attachments tab, and click Add Attachment. |
c. |
a. |
On the Ticket Detail page, scroll down to the bottom of the page, and on the Comments and Attachments tab, in the Attachment section, click Paste Screenshot. |
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d. |
e. |
a. |
b. |
To delete a file attachment, under Add Attachment, locate the file that you want to delete, and click |
c. |
To delete a screen shot, under Paste Screenshot, locate the file containing the screen shot that you want to delete, and click |
d. |
6. |
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. |
Service Desk ticket information can be manually emailed to recipients as needed.
The content and format of the email is controlled by the Email Ticket Manually notification template. Also, the $ticket_fields_visible token in the template displays all of the fields that are visible to the logged-in user who is sending the email. See Configuring email triggers and email templates.
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. |
On the Email ticket page, enter the Email address of the recipient and update the Subject if necessary. |
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