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Definitions
| Element | Description |
|---|---|
| Status | indicates the status in which a ticket currently is (e.g. 'VALIDATION') |
| Project | indicates the Project Name (e.g. PrinterCorp_XXX) |
| Company | indicates the Company Name of the end user (e.g. Printer Corporate) |
| Assignee | displays the user name of a person, that has grabbed the ticket |
| CNI | Call Number Internal. Internal ticket number, which is now used synonymously with the Ticket ID (e.g. 466758) |
| SLA | Service Level Agreement, (e.g. NBD – Next business day) |
| CNE parent | Call Number External. It is a number sent by the customer’s system for a particular task, that refers to a single ticket in work place (e.g. WO-004203327) |
| Country | End User's country |
| LSDT | Latest Service Delivery Time (e.g. 27.07.2018) |
| Device | Model's name |
| Category | Ticket's category, (e.g. Desktop) |
| Subcategory | Ticket’s subcategory, (e.g. preventive maintenance) |
| City | End user's city |
| Enduser | indicates the name of a contact person, requesting the intervention |
| Conditions | refers to a condition specified for the ticket and determined according to project’s requirement |
| Indications | refers to condition specified for the ticket and determined according to project's requirements |
| Fixed to date | The 'Fixed to' date of the scheduled appointment |
| Error code | Error code of a particular ticket is displayed (in case there is an error existing) |
| Partner name | If the ticket is assigned to a partner engineer the name of the partner will be displayed |
Info/Alert/Part
| Symbol | Notification type | Description |
|---|---|---|
 | Parts symbol (Rectangles) | Ticket contains spare parts. |
 | Appointment symbol (Calendar) | Ticket has an appointment date. |
 | Ticket grabbed (Black hand) Ticket grabbed by user symbol (Blue hand) | Ticket was grabbed by someone else or by yourself. |
 | Blue Info symbol (Information) | Ticket has a important information stored (typical indication, eg. too many repair attempts). |
 | Warning symbol (Yellow triangle) | Ticket has a warning, this is one step before it gets critical, therefore needs attention. |
 | Critical symbol (Exclamation mark) | Ticket is critical and needs urgent attention. |
 | Escalation symbol (Flash) | The ticket was escalated (eg. further advice needed etc. pp.) |
 | VIP symbol (Star) | The ticket has a VIP state (eg. important customer) |
Ticket highlights
Tickets that are currently opened will highlight in the same color in the Ticket Details to make certain tickets more visible.
Grab tickets
Blue hand
Using the Grab it button in the Ticket Details or in the Context menu lets you highlight a ticket and indicates that you have grabbed the ticket.
Black hand
Using the Grab it button in the Ticket Details or in the Context menu lets another person highlight a ticket for you and that indicates that someone else has grabbed the ticket.
Alerts
These are called Infos and Alerts and can be setup by an admin person via the Admin panel.
They are also referred as Conditions and Indications.
To learn the Conditions meaning or the Indications meaning simply hover your cursor over the alert to get additional information (like eg. appointment times).
