The Ticket Screen
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:
Ticket Title
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. While a Ticket is in a status of Draft the title can always be edited, whatever the Builder setting says.
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:
Due Date
The Ticket's due date will display, colour-coded to show if the date is:
On schedule:
Due today:
Late:
Override Due Date
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.
When a Ticket is in a status of Waiting with a wait type of 'Wait for more information', and the Ticket's Due Date rule has 'Add Wait Time To Due Date' set to On, the due date is hidden while the Ticket waits. In its place the system shows the time that was left when the Ticket was put into that status.
Assignee
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 WorkChanging a Ticket's Status
The status button sits in the header ribbon at the top of the Ticket screen, next to the Save Changes button. It shows an icon and the name of the status the Ticket is currently in, and it is colour-coded to that status. Click it to open the dropdown of statuses you can move the Ticket into.
The dropdown always offers the same four statuses:
To Do
In Progress
Waiting
Resolved
Closed only appears in the dropdown when the Ticket is already Closed, and it cannot be selected. You move a Ticket to Closed by resolving it, not by choosing Closed.
Draft is not offered in the dropdown either. A manually created Ticket starts in Draft and leaves Draft the first time you save it.
Confirming the change
Selecting a status from the dropdown does not change the Ticket on its own. To change a Ticket's status:
Click the status button in the header ribbon and select the new status.
Fill in any further information the Info Card now asks for. Waiting asks for a wait type and its settings, Resolved asks for a resolution method.
Click Save Changes in the header ribbon. On a Ticket that is still in Draft, this button reads Save.
The border of the Info Card highlights in a colour relating to the current status. Once you have clicked to save, the system will process the changes, and the border colour and new status will change to confirm that the status update has occurred.
When you save a move to To Do, Waiting, Resolved or Closed, a confirmation message appears, for example 'Ticket 10040-T successfully submitted as To Do'. Clicking the message reopens the Ticket. No confirmation message appears for a move to In Progress.
What happens to the tab
If you move the Ticket to In Progress, the Ticket tab stays open. For every other status the tab closes and you are returned to the page you came from. A label under the status tells you this in advance.
When you cannot change the status
Selecting a status also assigns the Ticket to you if nobody is working on it. The status button is disabled, and the Save Changes button is hidden, when:
The Ticket is assigned to another user. The Info Card shows 'Please assign this work item to yourself before making any changes.'
The Ticket is Resolved or Closed. A Resolved Ticket can still be reopened, see Processing a Ticket.
The Ticket is Waiting on related work items, which happens after you split it or convert it into a Case. The Ticket resolves itself when the split Tickets or the launched Case resolve.
If your Work Manager role does not include the 'Assign work item to self' permission and the Ticket is unassigned, selecting a status has no effect and the message 'Work item cannot be auto-assigned to you at the moment.' appears.
See here for more information about processing a Ticket:
Processing a TicketStatus information in the Info Card
While a Ticket is in Draft, To Do, In Progress or Waiting, the Info Card shows:
Status Set By
The user or robot who set the current status. Not shown when the system set it.
Reason
Why the status changed. See the table below.
Date/Time
When the Ticket entered its current status.
Last Updated By
Who last changed data on the Ticket.
Last Updated On
When data was last changed on the Ticket. Shown in place of Last Updated By when no user has updated the Ticket.
Last Reopened By
The user who last reopened the Ticket, with the date and time. Only shown if the Ticket has been reopened.
Started By
The user, or the method, that created the Ticket, with the date and time.
Initial Request
The start date of the original request, when the Ticket was created from another work item.
Once the Ticket is Resolved or Closed, the Info Card shows Resolved By, Reason, Date/Time and Resolution Method instead.
These are the reasons the system records against a Ticket's status:
Newly Created
The Ticket has not been updated since it was created.
Updated By Resource
A user or a robot changed the status.
Updated By Integration
An integration changed the status.
New Information Received
An email or Self Service message arrived.
Timeout
A wait expired.
Schedule Date and Time Reached
A 'Wait Until' follow up date and time was reached.
All Split Tickets Completed
Every Ticket this Ticket was split into has been resolved.
Feedback Window Passed
The feedback window closed with no response.
Blocked By Business Rule
A business rule stopped the Ticket continuing.
Updated By Enate
The Enate system changed the status.
Cancelled
The Ticket was cancelled.
Updated By Support Team
A member of the support team changed the status.
Unknown
The information was not captured, usually because the Ticket predates an upgrade.
Side Panel
Viewing a Ticket's Settings
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.
A Ticket cannot be saved, and therefore cannot leave Draft, until a Ticket category has been set here.
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.
Ticket's Contacts
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.
Exactly one contact must be tagged as Primary Contact and exactly one as Requester before you can save any status change. There are two exceptions: a Ticket created as a linked work item, and a Ticket you are resolving as 'Rejected As Spam'.
Populating a Ticket's Contacts Card
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.
A contact that was created automatically from an email address, and still shows the email address in place of a name, blocks any status change until you give it a name.
Time Tracking
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 TrackingCustom Card
Additionally, a Custom Card can be configured to display custom data.
See here for more information:
Custom CardsDefects Card and Recording Defects
When 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 DefectsAny defect you have added must have a category, a description and a party at fault before you can save a status change.
Activities Launched from the Ticket Screen
Convert to a Case
If 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.
The Ticket then moves to a status of Waiting on related work items and its tab closes. It resolves itself once the launched Case has been resolved.
See here for more information:
Converting a Ticket into a CaseMerging a Ticket
If 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.
The Ticket you merge is resolved with a resolution method of 'Merged'.
See here for more information:
Merging a Ticket into another Ticket/Case/ActionSplitting a Ticket
If 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.
The original Ticket then moves to a status of Waiting on related work items and resolves itself once all of the split Tickets have been resolved.
See here for more information:
Splitting a TicketFurther Info on Ticket Screen
New Information Received
When 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.
Enate does not distinguish between an email and a Self Service message here. Either one sets the New Information icon, and either one can move the Ticket out of a wait for more information or reopen it during its feedback window.
Standard Operating Procedure
This provides a link to the Standard Operating Procedure for the work item that has been set in Builder.
Customer Feedback
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.
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