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About Action Buttons
The action buttons are located in the top right corner of the ticket header and give you the option to clone tickets, copy ticket links, add/remove escalation flags, add/remove VIP flags, assign/un-assign partners, and grab/un-grab tickets.
Cloning Tickets
You can clone tickets instead of creating them from scratch. This can be useful, for example, if a report was not successful and you need a follow-up ticket with the same description and location information. Copying a ticket saves time because you don’t have to create a new one manually.
- Inside the Ticket Details of the ticket you want to clone click the clone ticket button.
- Select the project into which the ticket should be cloned from the dropdown.
- Click on the Continue to clone button.
- Double-check the Ticket Details that are cloned. You can also edit fields in this step, in case you want to change some information for the to-be-cloned ticket.
- Click on Clone.
- The newly cloned ticket should appear inside the Ticket Pool.
Copying Ticket Links
- You can copy a ticket link to share it with other colleagues/teams/managers/helpdesk etc.
- You can copy every ticket inside Work place and the link will redirect to a new tab.
- Let’s take a look at how to do it:
- Inside the Ticket Details of the ticket you want to share click the share button.
- You will get a notification at the top of Work place saying that the link has been copied correctly to your clipboard.
- Now you can paste the link into a chat, email, etc. by clicking Control+V (Windows)/Command+V (Mac).
Adding/Removing Escalation Flags
Escalation flags are usually used on tickets, that need some sort of special attention and cannot be easily handled because they fall for example out of scope.
- To add an escalation flag, click on the Escalation button.
- Provide an escalation reason.
Please note: The reason stated has to contain at least 5 characters. - Click on the Set Escalation button.
Adding/Removing VIP flags
VIP flags are usually used on tickets with a higher priority than usual.
- To add a VIP flag to a ticket, and therefore give the ticket special attention, click the VIP flag button.
Assigning/Un-Assigning Partners
- To add a partner engineer for the ticket click on the Assign partner button.
- You will then be able to select a partner from the drop-down list.
- Click on Save after you have selected the partner which should take over the ticket.
- (Alternative) - You can also rely on the recommended partner feature, by clicking on the Recommended Partner button. Select the Recommended Partner button to do so.
- Select the best-fitting partner for the ticket, the higher the score, the better.
- Click on Save.
Grabbing/Un-Grabbing Tickets
A grabbed ticket indicates that you, the user, are currently working on the ticket. The grabbed indication will be visible to all other users.
- To grab a ticket click on the Grab it button.
- The ticket should be grabbed which is indicated by the button inside the Ticket Details, and as indication inside the Ticket Pool.
