Ticket Description

A Ticket consists of one or more Ticket Descriptions. Each Ticket Description describes a step in the process of identifying the problem and solving it. The Ticket Descriptions document status changes and steps taken to solve the problem and enable a user to follow the Ticket record in detail.

A new Ticket Description is automatically created and added to a Ticket with every change of its Status. Of course you can create and add a Ticket Description manually, too.
Ticket Descriptions are listed in the Edit View of a Ticket and an individual Ticket Description can be edited directly from the Ticket Edit View.

There is also a Ticket Description Catalog, but it is more usual to view Ticket Descriptions from the Ticket to which they belong.

In the upper section of the Ticket Description are the main descriptive fields themselves. They represent the general information for the Ticket Description.

In Master View, the following fields can be found:

• Statement Type

  The Statement Type of this Ticket Description. This characterizes the shorttext and helps to keep the variations to a minimum by eliminating the need for extra descriptive words. Typical Statement types would describe whether the shorttext was a query, a statement, a suggestion, etc.

• Description Number

  Ticket Descriptions are numbered sequentially to denote their place in the sequence of events.

• Ticket Shorttext

  The Ticket shorttext is a standardized text that is used as a description. The shorttext values are stored and it is recommended to agree on a reasonable number of shorttexts that are used in many Ticket Description.

• Description

  Any extra relevant information can be entered here.

• Checklist-Entry

  Optionally, you can use the Checklist entry field to add some structured information to the description. See topic 'Add a new Ticket Description' for more information.

• Duration

  The estimated duration in hours.

In the Details section, the following fields can be found:

• Reference 1 Type

  This is a Valuemation Object type that is relevant to the Ticket description. A key value for this Object type can be entered in the field Reference 1.

• Reference 1

  A Key Value from the Object type named in Reference 1 Type.

• Reference 2 Type

  This is a Valuemation Object type that is relevant to the Ticket description. A key value for this Object type can be entered in the field Reference 2.

• Reference 2

  A Key Value from the Object type named in Reference 2 Type.

• Report(Y/N)

  If checked, it can be used for reporting purpose.

• Solution

  Marks this Activity as a solution. This marker can be set to flag a solution that may be of interest to others. The Knowledgebase search can be used to search for Activities that have the Solution marker set.

• General Visibility

  With this checkbox it can be controlled if the change initiator is informed about this activity.

The remaining fields of Ticket Description are concerned with protocol.

The following fields are displayed:

• Create Date

  The date on which this Ticket Description was created. This can be important in tracing the progress of a Ticket.

• Ticket Description Creator

  Information about the Person who created this Ticket Description.

• Support Group

  The name of the Support Group.