How to use the Action buttons
In the middle of the Ticket Details you can find the Action buttons area. Depending on the project and your access level (role), you may see different buttons.
Buttons highlighted in green indicate the happy path. The happy path is usually the ideal next step for the ticket.
Buttons highlighted in red indicate an exceptional path in the ticket’s processing.
Please note, that using some of the buttons (e.g. set an appointment) will trigger opening of a form and may require filling out / modifying some data or selection from a drop down list:
Form ID is displayed in the upper-right corner of the form. In case of a problem with form, you will immediately know what is Form’s ID, which will help developers to identify a problem more quickly.
If we want to include additional information in the ticket we can do it, by adding a Memo.
The ticket memo will also be visible in a separate row in the Tickets’ history:
This option is available only for GEPARD users with a role other than the customer role. A customer who has access to GEPARD will not see this option at all. If somebody adds an internal memo, a person with a customer role will not see it under ticket’s history. Internal memo is visible only for users with non-customer role.
The external memo can be configured and used for projects with an interface (Gepard & Customer ticketing system). If it is set up on a project, then if somebody adds such an External Memo to the ticket, it will be visible under ticket’s history. The information will be sent also to the Customer ticketing system (its exact form depends on the configuration made by IT).
In case there is no interface on the project (and thus external memo is not configured), the option is still visible in Gepard under MEMO button but you won’t be able to save the message.
All types: Memo, Internal Memo and External Memo have the form of a free text field in Gepard and – if added, they are saved in the ticket’s history and visible in Gepard, MyDispatch and FSA.
This option is visible as a row in the ticket’s history, in the TICKETINFO part. You can remove your Memo and info in case they have been added my mistake. Click on the trash button in the ticket history or Ticket Info to do so.
Important: You can not remove somebody else’s memo or info.
When adding a MEMO you can add ticket info automatically by selecting the right type of ticket info. This allows for manually setting the right ticket info, however, in the standard process it is not essential to use this dropdown since options are automatically triggered in the standard process.
This option can be used, when you want to send an e-mail to the external user (outside of the GEPARD system). The messages will go straight to the recipient’s private mailbox (e.g. Outlook).
Aliases can be used in the Mail functionality and Mail templates. Aliases are expressions, which contain a certain value taken from ticket, and when mail with such an alias is sent, then it will be turned into real data taken from the ticket.
Example: If user puts in aliases like [@CNI] or [@CNE] then in the final email, in place where these aliases were entered recipient will see the CNI and CNE numbers from the ticket, from which the mail was sent. Aliases can be used in the addressee, subject and body section of the email.
To use aliases in the email just click on the field and enter “[@”, then the aliases will appear.
If you want a specific mail template to be implemented for your project, please, raise your request via IT ticket.
All sent emails are saved under the HISTORY / MAILLOG section.
To indicate that you are currently working on a ticket, you can mark it by using the ‘GRAB IT’ action button.
This information will be visible in the ticket as shown above, as well as in the assignee column in the ticket list as shown below: