If a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. Click on the Split tab in the Activities tabs to start the split:
The screen will default split into two Tickets. You can manually add more splits if you wish by clicking on the '+' icon. The Title, Description and Context (Customer >> Ticket Category etc.) are copied from the current Ticket, but all can be modified. You can choose to keep each separate Ticket with you.
Confirm the Ticket split by clicking the button in the Info card:
After splitting, the original Ticket will be set to ‘Wait– split Ticket’ with links to the new Tickets the original was split into.
Once the split Tickets are resolved and the feedback window if they have one has expired, this original Ticket will be set to fully complete.
For SLA purposes the start date of the original Ticket is copied to each of the Resulting Tickets and the time when the original Ticket has been marked as Resolved is calculated as the time when the last Ticket it has been split into gets resolved.
For example, if Ticket A has been split into Tickets B and C, and Ticket B is resolved at '2022-02-02 01:10:00' and Ticket C is resolved at '2022-02-03 02:00:00', the time marked for when Ticket A is Resolved will be '2022-02-03 02:00:00'.
You can cancel the splitting of a Ticket at any time by navigating away from the Split tab (the main Action button on the Ticket changes away from ‘Split’, so you can be sure you’re not splitting it).
If during the processing of a Ticket query it becomes apparent to you that the request is best handled as a Case, you may choose to convert the Ticket to a Case.
To convert a Ticket into a Case, expand the settings card of a Ticket, select 'Convert to Case' and then select the Case process you want to convert the Ticket into.
The system will then bring up any relevant custom cards for that Case - just fill in any required data and then click on 'Start Case' in the info card.
If your system has be configured to allow you to override the due date upon Case creation, you can select a new due date here.
If your system has been configured to set a schedule for a new Case upon creation in work manager, you can select a schedule here.
You can choose to keep each separate Ticket with you by selecting 'Keep with me' in the settings card and you can choose to send an email to the primary contact for the Ticket informing them that the Ticket has been turned into a Case by selecting the 'Send Automated Emails' option.
Confirm the Ticket promotion up to a Case by clicking the button in the Info card:
You will see a confirmation messages informing you that the Ticket will be closed and replaced by a Case (with the same reference number, but a ‘-C’ ending).
The original Ticket does not form any further part of service delivery and will now be in a state of Waiting with a Resolution Method of 'Case Launched' with a link to that Case.
The original Ticket will move to a state of Closed when the Case that has been launched is Closed.
The new Case launched will be in a state of To Do.
The 'Merge' functionality in Enate lets you merge existing work items together so that queries which arrived separately - but should in fact be processed together - can be processed as one work item.
This is useful when, for example, an incoming email relating to an existing request inadvertently creates a new Ticket instead of auto-appending itself to an already existing request. This can sometimes happen if the incoming email isn't a direct reply to a previously sent Enate email or if the reference number of the initial Ticket isn't part of the email.
Watch this video to find out more about how to use the merge feature or continue reading below.
There are two ways you can merge Tickets in Enate:
To merge a Ticket into another work item, click on the 'merge' tab and select the option to close 'This work item'. Then from the accompanying search field select the work item you want to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.
Please note: when choosing to close THIS Ticket and merge other work items into it, select a Ticket, Case or Action to merge the Ticket into, but note that the work item selected must be running. Additionally, if your search returns more than 50 results, only the most relevant top 50 will be displayed. If your desired work item does not appear in the top 50 results, add more search criteria to narrow down the results.
Select the Merge button from the Info card to confirm.
The Ticket tab will close and be marked as 'Closed' with a resolution method of 'Merged'.
If you click view this ‘closed’ Ticket again, you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.
Communications from the now closed Ticket will now display in the timeline of the remaining work item, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.
To keep this Ticket open and merge other existing Tickets into it, click on the 'merge' tab and select the option to close ‘Other work Items’. Then select for the desired Ticket(s) to merge the Ticket into from the Search bar. You can search by title, reference number or the name of the customer, contract or service that the work item belongs to.
Please note: when choosing to close OTHER work items, you can only select Tickets, but you can select multiple Tickets at one time. If your search returns more than 50 results, only the most relevant top 50 will be displayed. If your desired work item does not appear in the top 50 results, add more search criteria to narrow down the results.
Select the Merge button from the Info card to confirm.
The other Ticket(s) will be set to ‘Closed' with a Resolution method of 'Merged' and a link to the Ticket they were merged into. If you click view the ‘closed’ Ticket(s), you will see its status, who it was resolved by, when it was resolved and its resolution method (i.e. 'Merged'). Additionally, the Info card will display a link to the work item it was merged into.
Communications from the now closed Ticket will now display in the timeline of the remaining Ticket, marked with a green dot to show they are new to this work item and the reference number of the Ticket they originate from. The markers will clear when a user sets the new information icon as read.
