Processing a Ticket

Initial Ticket Submission

When manually starting a Ticket directly in Enate it will sit in a state of 'Draft' until it has been submitted for the first time.

To submit a Ticket, you must:

• Add a Title

• Enter a Ticket description in the section provided (after submitting, this section will disappear and instead will show as the initial submission note).

• Set a Ticket Category in the Settings Tab - see here for more information
• Set a Primary Contact and a Requester in the Contacts section.

Note: For manually created Tickets which have yet to have a title and description entered for them, if you send out an email prior to initial submitting (and saving) of the Ticket, the system will auto-populate the Ticket title and description from the email subject and description respectively. Upon sending an email, the email’s subject and body are copied into the Ticket’s title and description.

Then hit the ‘Submit’ button.

Once you have successfully submitted the Ticket, the Ticket will close and a confirmation pop-up will display showing that the Ticket has been submitted successfully and is now in a state of To Do.

You can click the Ticket reference link on this message to immediately re-open the Ticket (note that the Ticket may still be processing if you re-open the tab immediately). Alternatively, you can re-open using the ‘Recently Accessed’ link at the foot of the navigation dropdown.

When you see a Ticket in a state of To Do, it means that it is not currently being progressed.

The Ticket will sit in a status of To Do until a resource has picked it up - this could be a human resource or a robot resource.

Once you start updating a Ticket in a state of To Do, it will:

• automatically assign to you and

• the status will change to ‘In progress’

You can also choose to change the state yourself.

When a Ticket is in a state of In Progress, this signifies that work is now underway. It will stay in that status until it’s resolved (unless it needs to be moved to a state of Wait).

Setting a Ticket Category

You can change the category of the Ticket after it has been initially categorised and an entry will appear in the timeline showing who changed the Ticket category, when they changed it and what it has been changed to.

Note that you will need to have selected the 'Ticket Category Changed' option from the timeline filter for this to show.

Setting a Ticket back to 'To Do'

If you’ve picked up a Ticket in error, or if your reach the conclusion that it’s not a piece of work you’re going to be able to progress, you can unassign it from yourself, either to another resource or just back to its Queue. This could be after 10 seconds or half an hour, but when you do this the system will automatically set the status back to ‘To Do’ to let everyone know that it’s not going to be progressed until another resource picks it up. You can also just manually set the status back to ‘To Do’ if for example you started working on it in error and need to quickly undo the status change.

Similarly, if a robot resource rejects a piece of work, its status will be set back to ‘To Do’ as part of handing it over for a human resource to carry out.

Using 'Wait' for Tickets

If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some additional information or because of some other temporary blocker, you should choose the ‘Wait’ status.

When placing a Ticket into a state of 'Wait', you need to specify the type of wait. The options are:

• Wait for more information
• Wait Until

Wait for more information for Tickets

Impact on SLA clock: SLA clock PAUSES while a Ticket is in this state, IF the Ticket's Due Date rule (configured during process design) has 'Add Wait Time To Due Date' set to ON. If it is set to OFF, the SLA clock CONTINUES while the Ticket is in this state.

If you’re working on a Ticket and you have to temporarily halt work on it because you’re waiting for some for some information from a third party or client, you should choose 'Wait for more information' and then add the number of days you want to wait for a response.

Upon confirming the 'Wait for more information' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until a response is received.

Once a response has been received, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Alternatively, if you have set the ‘Close if no response received’ to On, then upon reaching the number of days to wait if there has been no response received from the client, the Ticket will automatically close.

Wait Until for Tickets

Impact on SLA clock: SLA clock CONTINUES while Ticket is in this state.

If you’re working on a Ticket and you have to temporarily halt work on it until a specific future date/time, you should choose 'Wait Until'.

When you select 'Wait Until', you must specify the desired follow up date and time.

Upon confirming the 'Wait Until' status, the Ticket will move from your Work Inbox into your Owned Work list, as there is no active work to be carried out on it until the follow up date.

When this date is reached, the Ticket will move back from your Owned Work list into your Work Inbox in a state of To Do, highlighted for you to progress.

Set back to ‘In Progress’

Re-select this option if you wish to take the Ticket off 'Wait'.

Resolving a Ticket

You signify completing a Ticket by marking it as Resolved.

In addition to marking the Ticket as resolved you can specify the 'Resolution Method', with the following options:

• With Customer Response

• No customer response

• Rejected

• Rejected as Spam

The Ticket will then move to a state of Closed, unless a feedback window has been set for it, in which case it will move to a state of Resolved. See below for more information on this.

Resolution Email/Note

When you select to resolve a Ticket, if it has been configured this way in your system (see here for more information), you must either:

• Send a resolution email

or

• Add an internal resolution note

If you mark the Ticket as resolved and have not done either of these, the system will bring up a reminder message:

If you then choose to send a resolution email, the system will show this with a green tick in the email or note:

You will then be able to mark the Ticket as resolved.

If you have already added a resolution

If you have just added a note or sent an email before marking as ‘resolved’, the system will automatically mark this accordingly, and will not ask you to add a further resolution confirmation.

Subsequent Resolution Note / Email display in timeline.

For resolved Tickets, you will be able to see the note / email which was tagged as the resolution highlighted in green with tick marker:

Quick Resolution

For quick resolution, you can also send your resolving email and mark the Ticket as resolved in a single click. Just click the ‘Send and Resolve’ button at the foot of the email you are sending.

Note, this option is not available if you are sending an email from the pop-out screen. You need to come back to the main Ticket browser screen to confirm resolution of the Ticket.

Feedback Window

After a Ticket has been resolved it may sit in that status for a brief period if a Feedback Window has been set for it - during this time period the service recipient may respond and the Ticket may be reopened, either manually using the 'Reopen' button or automatically upon receipt of a new incoming email or feedback within the time period.

Please note that when work items are reopened, the data stored for who resolved it and when it was resolved are persisted, and are not overwritten when the item is resolved for a second time.

After the feedback window has completed without any further response, the Ticket will move to a state of fully 'Closed'. Any subsequent mails received will launch a brand new work item.

Note: You can easily move an item from draft straight through to resolved - a good example of this is a ticket query which gets resolved on first contact.