Additional Ticket Options

This section covers advanced tools and actions available under the "More" menu on a ticket. While you may not need these every time you work a ticket, they can be useful for specific situations. Access to some options may depend on your permission settings.

Changing the Ticket Status

• Click on the current status to open the status menu.

• Choose a new status from the list.

• When you begin working on a ticket, the system will automatically set it to In Progress.

Note: Some statuses may prompt you to confirm or complete certain ticket fields before you can select them.

Changing the Ticket Location

• Go to More > Change Location.

• A window will appear where you can select a new location and enter any relevant details.

Changing the Ticket Issue

• Go to More > Change Issue.

• Choose a new category and specific issue from the dropdowns that appear.

Changing the Ticket Subject

• Go to More > Change Subject to manually edit the ticket's subject line.

Marking a Ticket as Urgent/Not Urgent

• Use More > Mark Urgent or More > Mark Not Urgent to flag or remove urgency on a ticket.

Marking a Ticket as Sensitive/Not Sensitive

• Use More > Mark Sensitive or More > Mark Not Sensitive to adjust the ticket's sensitivity setting.

Copying a Ticket

• Go to More > Copy Ticket to duplicate a ticket.

• After copying, you'll be redirected to the new ticket automatically.

Printing a Ticket

• Select More > Print to generate a PDF of the ticket for download or physical printing.