Tip: You can use filters for better results
What are the Ticket Details?
The Ticket Details give you an overview of all existing data inside a certain ticket. The Ticket Details give you all important options to work with a ticket and allow you to work on it by providing the workflow buttons. The Ticket Details display who is assigned to the ticket, if a ticket has been imported from a system connection or cooperation partner (indicator left from the CNI), if a ticket has conditions/indications, the project details of the ticket, the ticket history, and attachments.
Opening a specific ticket in a new tab or grabbing it results in opening the Ticket Details.
What can be done in the Ticket Details?
The Ticket header includes all important data of a ticket. It displays valuable data like the CNI, LSDT State, Conditions / Indications, and many other project details which are all explained in the table below.
Opening a specific ticket in a new tab or grabbing it results in opening the Ticket Details.
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Ticket detail indicators:
If a ticket has been imported into the system a ticket detail indicator will be displayed here. -
Import indications / Call number internal:
You can check the call number internal. -
Project:
You can check the to the ticket assigned project. -
Status:
You can check the current status of the ticket. -
LSDT counter:
With the counter, you can check when the Latest Service Delivery time expires. -
Contact details:
You can check the provided ticket contact details. -
Location details:
You can check the provided ticket location details. -
LSDT details:
You can check the precise Latest Service Delivery time in detail.
LSDT changes will also be reflected.
The first set LSDT time has “initial” in brackets. -
Service Level Agreement details:
You can check Service Level Agreement details if they have been provided. -
Appointment details:
You can check Appointment details, if they have been provided. -
Call number external:
You can check the to the ticket-assigned Call number external if the number has been provided. -
Timezone:
You can check the ticket timezone.
Knowing the current ticket time zone could be a piece of helpful information if you have to handle different tickets with different time zones. -
In Pending until:
You can check how long a ticket is still in the ticket clipboard. -
Interaction buttons: The interaction buttons which can be found in the upper-right of the Ticket Details Header are explained in the dedicated interaction buttons topic and best practices sections.
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Workflow buttons: The workflow buttons which can be found beneath the Ticket Details header are explained in the dedicated workflow buttons topic and best practices sections.
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Ticket Details tabs: You can browse through all the different ticket tabs topics to learn more about the purpose of the many different Ticket Details tabs.
Ticket detail indicators
| Symbol | Description |
|---|---|
 | The ticket has been imported from a system connection. |
 | The ticket has been imported from a cooperation partner. |