Once you are happy with your Ticket configuration, you can test it in Work Manager.
To set a Ticket live, click 'Save'. If there are any validation issues, they will need to be sorted. Once you have saved any further changes, you can now set the Ticket live.
You can also set a Ticket live from the Service Matrix Screen, provided it is in a state of Validated Changes, or Live with Validated Changes:
Setting whether a Ticket will allow feedback is now done in the Ticket type settings in the Service Lines screen. See here for more details.
The customer, contract and service of the Ticket process is displayed on the top-left.
The 'Version' dropdown lets you choose which version of the Process you want. By default you will see the current draft (In Progress version), but can switch to the currently Live version and even previous now retired versions to compare process flow setup.
You can also restore a retired version of a Ticket process by opening the Ticket in edit mode, clicking on the retired version you want to restore, then clicking on 'Restore'.
When you restore a retired version, it will return it to a state of draft that you can then edit, save and set live.
Note that if you already have a draft version of the process in progress, any unsaved changes that you have made will be lost upon clicking 'Restore'.
You can view the status of the Ticket from the 'Status' dropdown.
The 'Show Activity' button lets you see the previous activity for the Ticket Process. You can see who created/deleted/last edited the Ticket Process, so you know who to go to if you need further information. The information will be highlighted in Green if the object has been created, restored, enabled or set live; in yellow if the object has been updated; and in red if the object has been deleted, disabled or retired.
Any validation errors will be displayed with either a red or orange exclamation mark. Clicking on the icon will bring up a list of the validation errors. Clicking on the error itself will highlight the source of the errors where you can correct the information.
Any serious errors will be marked by a red exclamation mark, these need to be resolved before the Ticket Process can be saved.
You can see Custom Cards, Email Templates and Wait for Feedback that are related to the Ticket.
Clicking on the '+' button brings up the Ticket Category Menu where you can add new Ticket Categories.
If you have opened the process in view only mode, click on the blue Edit icon in the toolbar to allow changes to be made.
This will bring up the Save and copy buttons.
Select the ‘+’ button on the top right of the page of a Ticket process in edit mode to bring up the Ticket Category menu.
Select a level 1, then 2, then 3 category from the list of available categories on the left-hand side.
Selecting any Level 1 category will select all of its Level 2 and 3 child categories. Selecting any Level 2 category will select all of its Level 3 child categories, as well as its parent Level 1 category and display. Selecting any Level 3 ticket categories will select its parent Level 1 and 2 categories.
Your selected categories will then be displayed on the right hand side.
Clicking on the ellipsis of a ticket category will show you options to edit and delete the category. The Show Activity button lets you see the activity history of the category - you can see when the category was created and by who and you can see if any subsequent edits have been made, when they were made and by who.
To create a new Ticket Category, click on the '+' icon underneath the existing Ticket Categories and give it a name.
Note: the system will not allow you to add the same category combination twice in the same Ticket process and you can only add a maximum of 500 Ticket Categories per Process.
When you are creating or editing a tier 3 ticket, you will be able to set an initial estimated effort per record timer and chose if you want the record count to be visible to Work Manager users working on that ticket. You will also be able to write a record count description that will be displayed for the Work Manager user. While the description is optional, it is recommended that you write one as it can make clear to Work Manager users how to use the record count.
Select one or more rows in the grid with the checkboxes in the leftmost column, click on the trashcan icon in the bottom right section to delete.
Upon opening the Ticket configuration screen, if you have not yet started to add any Ticket category definitions you will be met with the ‘Clone’ popup. This lets you copy categories and configurations from existing Tickets. Processes from a different Ticket type will be highlighted in grey with a yellow border.
You can filter the processes by customer, contract and service. Contract options will be based the customer selection and the service options will be based on the customer and contract selections.
The Same Process Types Only toggle lets you choose to only view Ticket processes that have the same process type. It is disabled by default.
Once you have selected a source, the categories and configurations from that existing Ticket will be cloned into your new Ticket's screen.
Once you are happy with your Ticket categories, you need to set the following attributes for each category in the table on the Ticket screen:
*mandatory in order to set live.
You can copy and paste attributes in the Ticket Screen. You can select data from multiple cells and paste that data into selected destination cells.
Please note that you cannot copy and paste data between columns and you cannot copy data from the Ticket Category column.
If you are copying just one cell from each column, you can paste it in any number of places:
If you want to copy more that one cell from multiple columns, you must copy the same number of cells from each column:
If the number of cells you select to paste data in is more than the number of cells you have copied, the data you have copied will repeat itself to fill the highlighted cells.
If the number of cells you select to paste data in is less than the number of cells you have copied, you will only paste data to fill the highlighted cells i.e. if you copy the data from 4 cells but select to paste that data into 3 cells, then only the data from the first 3 cells you copied will be pasted.
If you select to paste data into multiple places, the data that is pasted will begin from the start of the first cell you copied.
The data from the first cell you select will be pasted first:
Setting
Description
When is it due?*
Select a value from the dropdown menu of Due Date ‘flavours’ (See here for more information).
Who does it go to?*
Select a value from the dropdown menu of Allocation ‘flavours’ (See here for more information).
From Email Addresses*
The email address from which any outgoing communications are sent out. Multiple addresses can be added, and a single address set as the default. If multiple addresses as set, at runtime users will be presented with a dropdown choice. Whichever address is set as default will be auto-populated into the from address, but alternates can be selected.
Email BCC
Address to copy on all communications for the Ticket.
Keep Ticket Open
The number of days a Ticket will be kept open before being closed.
Allow Title Changes
Whether Service Agents are allowed to modify the Ticket Title if generated from email subject of initial incoming email.
Self Service
Whether or not this category should be displayed as as an option on Self Service submission forms. This allows you to show a subset of categories for end user submission.
This section explains the features available to you once you have created a new Ticket under a Service and are ready to start configuring.
The Ticket screen allows you to set which Ticket categories are selectable when someone is submitting a Ticket, this could be an end user submitting a Self Service form, or a Service Centre agent taking a call.
Each new Ticket category you add will appear in the dropdown lists on the Ticket submission form at runtime. Ticket categories are three levels deep. You choose the categories from a master menu of Ticket categories.
Once you’ve added a category for this Ticket, you set the various attributes necessary to determine how it will act at runtime. Primarily you set ‘Who does it go to’ (i.e. which Queue, and perhaps which position), ‘When is it due’ and some further general settings. The options available for you to pick here are a standardised list of ‘Flavours’, shared between Case, Ticket and Action configuration.
Once you have finished setting these attributes, you can set the Ticket process live.
All that remains is to add an input channel in Configuration Manager to allow users to launch the Ticket, and you are ready to start delivering Service.
At runtime, the user will select the category as part of submission, and the system will subsequently know how to route the work, what behaviour it should have, and when it is due.
