How to use the Ticket details tabs
Below the action buttons you can see various tabs, which can provide information related to the ticket: Overview, Device, Parts, History, Attachments, Intervention and Invoicing.
Quick copy works on every data available from Ticket Details from every tab. You just have to mark the text you need and then the quick copy button will show up above it. When the button is clicked, the text is copied without unnecessary formatting.
Apart from ticket’s basic information in the Ticket details section, you can find here Indications and Conditions descriptions in the corresponding tabs.
In the ‘Ticket Details’ tab you can additionally search for tickets related to the same CNE parent number, Client, Category and Appointment (if there is any already set up). Simply click on the magnifier button (placed next to those categories) to open the list of related tickets.
Once you hover your mouse over the Appointment details a tool tip, which shows your time depending on time-zone selected settings, will appear.
Additionally, the option ‘Open History’ under the Memos in Ticket Details navigates you to the Ticket history.
Device tab may show technical details of the item, such as: Type, Model, Asset Tag, Serial, Mac Address, Hostname, Product Line, Swapped Devices, Replaced Devices, Warranty Type, Total Gross Weight and if the device is under warranty or not.
The Swap Device and / or Replace Device Section appear as separate sections depending on the project and if applicable:
A swap takes place, when the current original device is meanwhile being fixed.
A replacement takes place in case the device is so broken that it can’t be fixed.
In this tab you are able to find the details regarding parts, which are required for the intervention fulfilment. You can personalize columns, that contain information you are interested in. To do that, simply click on the column icon to ‘Add’ or ‘Remove’ columns:
If parts’ booking is allowed, they can be added to the ticket on the ‘Add new part’ tab:
You can search for parts by Article Name or Entry ID.
When there is no default stock selected for the project, the Stock in Parts tab will be empty and users will have to select the correct stock.
It is important to always check that the correct stock is selected when booking parts.
In the History tab you can find the path, that the ticket went through from the Ticket’s entry point until it’s current status.
Actions related to particular tickets taken in DISPATCH and FSA, will also be visible in the Ticket’s history.
The following information can be seen in the history:
General ticket history, including e.g. system information, notifications (customer specials), added memos etc.
Timelog, Calllog, Ticket info, LSDT updates, Maillog
The timelog displays technical information about the status and timestamps of tickets.
The calllog displays info about unsuccessful attempts to call the end user (in case unsuccessful attempts were made).
The ticket info displays eg. info about added memos (via the Info option).
LSDT updates display the updates of the tickets’ Latest Service Delivery time (in case it was updated).
The Mailllog displays emails sent by Gepard via the MEMO button (mail option) or Customer special mails (in case it was configured).
Here you can find all files attached to the ticket. You can also attach a file yourself by pressing ‘Attach new file’ button. To open a file, just click on it.
Under the Attachments tab you can also ‘Add note’. By default, the note type is set as public. To make it private, just switch the toggle to the right.
While looking at the ticket and checking the Notes, please remember to press the button ‘Refresh’. Then all the new Notes that have been added by someone else in the same moment will be visible.
Under this tab you can find details about the Onsite Intervention: all appointments’ list and the Engineer’s Report, including onsite and travel time, part usage (if applicable) and a general summary. Checklists logs can also be found in this tab. The logs are related to the particular intervention. In case there is more than one intervention, existing logs will not be overwritten. Additionally, if a higher number of checklist logs is available, they will be clustered and thus more transparent.
On this step, you can also search for tickets assigned to the same engineer, by clicking the magnifier button near the engineer’s name:
If any additional work (beyond the contract) has been done during the onsite intervention, invoicing exception can be added there.
All exceptions which have been added by engineer, will be listed under second tab and wait for approval.