The Ticket Screen
Last updated
Last updated
The Ticket screen has the same overall layout as the Case and Action screen, and the same basic features including adding a note to a work item, sending an email, viewing the files and links attached and viewing the comms/timeline, but it also contains some Ticket-specific features. Watch this video to find out more:
At the top of the Ticket screen, you'll see the title of the Ticket.
Depending on Builder settings, this may be editable throughout the duration of a Ticket.
The title of the Ticket that will appear at the top of the Ticket's tab.
And the title will appear in the 'Title' column of the homepage grid for the Ticket.
You can copy the Ticket's reference and number by clicking on the copy icon in the tab:
The Ticket's due date will display, colour-coded to show if the date is:
On schedule:
Due today:
Late:
If a Ticket has been configured with an override due date option in Builder, then you will be able to override the due date of a Ticket by clicking on the due date in the header and changing the date in the popup.
Please note that if you change the category of the Ticket to a category that does not allow the option of overriding the due date, then the system will recalculate and use the due date that has been configured for that category in Builder.
You can also see whether or not the Ticket has been assigned, and who to.
You are able to reassign and unassign an Ticket, or assign the Ticket to yourself if it has not been assigned to you already.
See here for more information about assigning work in Enate:
Assigning / Reassigning / Unassigning WorkIn the Info Card you can see the status of the Ticket and change the status as needed.
The main label on the left side of the Info Card will display the status the Ticket is currently in. The dropdown button on the right side gives options for the states which you can move it into as part of processing.
See here for more information about processing a Ticket:
Processing a TicketOnce you have selected the new status from the dropdown and filled in any further required information, click the button to confirm.
The border of the Info Card highlights in a colour relating to the current status – once you have clicked the button to change status, the system will process the changes – the border colour and new status will change to confirm that the status update has occurred.
When changing the status of a work item, if you are moving it to a state of 'In Progress', the work item tab will remain open upon confirming the new status. When changing to any other status, e.g. 'Wait' or 'Rejected', the tab will automatically close. A label under the Status will inform you of this in advance.
In addition to showing the Ticket's status, the following information is displayed directly underneath:
Set by - who set the status
Reason - the status change reason - i.e. why was it changed, this could be manual or as part of a process)
Date - when the status was changed
Last Updated By - who last changed some data on the Ticket
Last Updated On - when some data was last changed on the Ticket
Note that not all of the above information will be displayed every time, the information that is shown depends on the status of the Ticket and how the Ticket has been configured in Builder.
The Settings Card shows you detailed information about the Ticket, including:
The name of the Ticket process
The Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories. These can be modified by expanding the card
Expanding the Settings Card will show you:
The name of the Ticket process
Editable versions of the Ticket's context (Customer>Contract>Service>Ticket Process), plus the Ticket's category and sub categories
When, how and who created the Ticket
If this Ticket was created from another work item, the initial request date shows the start date of the original request, allowing you to capture the entire length of time it has taken to complete a request.
Keep with me - users who have this option selected will be auto assigned as the work item's owner or assignee. This can still be changed manually.
Send Automated Emails - the option to send out automated emails e.g. Ticket acknowledgement emails to the Ticket's contacts.
Depending on if record count has been configured to be visible on a Ticket, users will also be able to see and interact with the record count on the Ticket Settings card.
The Contacts Card is where you can specify the people who relate to the Ticket.
By default, the available relationships are:
Primary Contact – the main person you are dealing with for this Ticket. This is mandatory for Tickets.
Requester – the person that raised the initial request. This is mandatory for Tickets.
Subject – who the Ticket is about (this may be neither of the above).
Very often all three will be the same person.
CCs – any further contacts which can be copied on any correspondence. When a contact is tagged only as ‘CC’, it will be displayed in the separate CCs section (hidden until any CC-only contacts exist on the work item.
Note: it is possible to add further relationship types into the system. See here for more information on how to add contact tags.
Auto-populating a Ticket's contacts
When an email arrives from an address which is associated with a system user or an external contact which has been previously recorded in the system, then their details are automatically populated on the contacts tab when the Ticket is created by the system. They will automatically be tagged as the Requester, Subject and Primary Contact. These tags can be removed.
Optionally the first operator to assess the Ticket can also set them as the Primary Contact if deemed appropriated by their assessment. If you tag another contact as any of these relationship types, the tag will be removed from the previous contact.
Manually Populating a Ticket's Contact's
A Ticket's contacts will usually be auto-populated from an initial email. However, if the Ticket's contacts are not auto-populated or if you want to add a different contact to the Ticket, you can add contacts to the Ticket manually by searching for them in the Contacts Card.
If you search for a user in the Contacts Card that does not exist in the system, you can create a new contact by clicking on the ‘Create Contact’ option and filling in the contact's details.
If you have written the email address for the contact, the system will decode and auto-populate the first name and last name of the contact. Once you fill in all the information and click on create contact, the system will redirect you back to the work item.
When you manually add a contact they will be set as the Primary Contact, Requester and Subject by default. You can manually reassign these tags to other users afterwards.
To help you manage activity against your SLAs, Enate allows users to track the time it takes for work items to be completed, both as an overall total and broken out by the various resources who may have worked on it.
The Time Tracker Card in work items tracks the time of each individual browser session that the item is worked on.
See here for more information about time tracking:
Time TrackingAdditionally, a Custom Card can be configured to display custom data.
See here for more information:
Custom CardsWhen you're working on a Ticket, Action or Case, operational issues can occur which have an effect on how you're able to deliver the process. It is important to record these as a way to highlight them for others who may view or work on the item, and to help with longer term efforts to improve process delivery.
Watch this video to find out more about recording defects in Enate.
You can also go to the dedicated article to find out more:
Defects Card and Recording DefectsIf during processing of a Ticket query it becomes apparent that the request is better handled via a specific Case, you can support this by choosing to convert the Ticket into a Case. You can do this via the ‘Convert to Case’ option from the Ticket screen.
See here for more information:
Converting a Ticket into a CaseIf an incoming email creates a new Ticket instead of auto-appending itself to an already existing request, you can merge the Ticket into the other work item. You do this by selecting the 'Merge' option from the Ticket screen.
See here for more information:
Merging a Ticket into another Ticket/Case/ActionIf a Ticket contains multiple separate queries / questions which are better managed separately you can split the Ticket. You do this by clicking on the Split option from the Ticket screen.
See here for more information:
Splitting a TicketWhen a new email or Self Service message has come in for a Ticket that hasn't been read yet, the New Information icon will be highlighted. Clicking on it shows you when the new information was received.
You can choose to mark the new information as read which will set the New Information icon back to normal. You can also mark the information as unread by clicking on the 'Mark as New' option.
This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.
If the ‘Allow Feedback’ setting is ticked in Builder (see here for more information on how to do this), the Customer Feedback icon will appear in the Ticket's Header Ribbon.
It will show you your current feedback rating as well as recent customer feedback. See here for more information about getting Customer Feedback.
