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The Workflow buttons appear depending on a status the ticket is in and are therefore very context-sensitive.
Depending on the project and your access level (role), you may see different buttons.
Go to Ticket Details → Click on the workflow button that is currently required for the ticket to proceed
Workflow buttons overview
|Workflow button||Corresponding action|
|COMS||Allows you to put a Info on a ticket (visible in Ticket Info when setup), to send an email or emails to customers (Email templates) or to put a comment on a ticket|
|CANCEL||Cancels the ticket, no further actions with the ticket will be possible|
|CANCEL APPOINTMENT||Allows you to cancel an appointment for unpublished tickets|
|CLOSE||Closes the ticket, no further actions with the ticket will be possible|
|CREATE INTERVENTION||Creates a PDF file with intervention report and signature (if available) for download on tab attachments|
|CREATE INTERVENTION INFO||Creates a PDF file with relevant service delivery data available for download on tab attachments|
|EDIT||Allows you to edit CONTACT, ADDRESS, DEVICE, DELIVERY data or if intervention is resolved already the REPORT data|
|NEW INTERVENTION||Allows you to schedule another intervention by moving ticket back to APPOINTMENT
|REPORT||Allows you to report the current intervention for unpublished tickets