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How to use the Ticket Clipboard tab
In the Ticket Clipboard, tickets can be temporarily stored that either still require a callback to the end customer or that need to be moved there due to not reaching the customer. Tickets that are assigned to a cooperation partner or tickets that are connected to another system will also be moved there.
The Ticket Clipboard is split into two different tabs: Pending and Outsourced.
Pending tab: Contains end user not reached and callback required tickets.
Outsourced tab: Contains outsourced tickets for the following two partner types: Cooperation partners and System connections.
You can filter for partner types or show all partner types by clicking the checkbox.
Inside the Fieldcode Work Place click on to open the Ticket Clipboard tab in the Ticket Pool component.
Why are tickets moved to the Ticket Clipboard?
- In case you can’t reach the end user and therefore want the ticket out of sight from the Dispatch tab.
- In case there is a callback required with the customer and therefore you want the ticket out of sight from the Dispatch tab.
- In case you want the ticket out of sight from the Dispatch tab for other reasons.
- Tickets that were outsourced to Cooperation Partners or system-connected tickets will be moved automatically to the Ticket Clipboard.
How are tickets removed from the Ticket Clipboard?
You can remove tickets from the clipboard by using the context menu of a ticket (right-click on a ticket) → Remove from Ticket Clipboard. The ticket will be moved back to the Ticket Pool. You can also easily remove tickets from the Ticket Clipboard by clicking the workflow button Remove Pending inside the Ticket Details.
How are tickets actually moved to the Ticket Clipboard?
- Open the context menu by right-clicking on a ticket in the Ticket Pool and click Move to Ticket Clipboard.
- Inside the Move to clipboard popup click on either Callback required or Enduser not reached.
Callback required: The enduser wants to be called back. It is mandatory to enter to whom you talked to. You can then pick either a time duration (time that a ticket should stay inside the Clipboard) or alternatively configure a custom end date & time (time when a ticket should move out of the Ticket Clipboard automatically). You can also enter a comment if you want.
End user not reached: In case you couldn’t reach the enduser you can pick this option.
Please note that based on the project settings the ticket might not be moved to the clipboard, because it is configured by your admins that way.
You can also enter a comment if you want.
- Click Save.
How long do tickets stay on the Ticket Clipboard?
"Callback required" has been selected
If “Callback required” has been selected, the period of time for which tickets remain on the Ticket Clipboard can be determined manually for each individual ticket. Either a “Time duration” can be set (how long the ticket is to remain in the Ticket Clipboard from the moment you confirm) or, alternatively, a “Custom end date & time” can be selected (time from which the ticket is automatically moved from the Ticket Clipboard back into the Ticket Pool).
"Enduser not reached" has been selected
Either you can define yourself in the project settings how long a ticket stays in the Ticket Clipboard or the project settings prohibit moving tickets to the Ticket Clipboard.