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Defining views and performing actions on Help Desk

Help Desk is a dashboard that helps you manage your work. You can access your open tickets and assignments, take appropriate action or reassign them to other users. You can create your own view and filter items that need urgent attention.

From Help Desk, you can perform the following actions:

  • Define list views
  • Configure display columns for a list view
  • Apply filters  
  • Highlight records in a list view
  • Refresh the list views
  • Delete ticket or assignment

This topic contains the following information:

Videos

The following videos supplement the information in this topic:

Help Desk features

The following video (13:22) provides an introduction to the Help Desk features:

https://youtu.be/eorhls41XAg?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

Customizing the grid views in Help Desk

The following video (15:24) provides information about customizing the grid views in Help Desk:

https://youtu.be/4mLBROabwVs?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

Working with Help Desk tickets

The following video (16:10) provides information about working with Help Desk tickets:

https://youtu.be/t-Vf4Mn8VB8?list=PLibAMtD70sYGYdao7TNnEiuvoHy_z8t4V

Overview of Help Desk features

The following table provides information about the Help Desk features:

FeatureDescription

Views

The list of views enables users to see a list of records based on certain attributes.
For example, you can create a view for tickets assigned to you or a view for all tickets with open status.

Customize the list of views and use Save Current View As to create a new custom list view. The list of views also displays the public views that are created by other technicians.

From the list of views, you can select a view to display. For more information, see Creating or customizing views.

Manage Columns

(2021 Release 02) You can configure the fields that are displayed even in multimodule list views.

  1. From the list of views, select All Work(Tickets & Assignments) or My Work (Open Tickets & Assignments).
  2. Click Manage Columns to open the Manage Columns dialog box.
  3. Select the fields to be displayed as columns.
  4. Click Apply.

Manage Formatting

Define rules to format records based on certain record attributes.

(2021 Release 02) You can format the displayed records even in multimodule list views.

For example, you can highlight all the records with Priority 1 in red. For more information, see Configuring formatting rules.

Manage Filters

Filter the results in the list view by using field values and conditions.

(2021 Release 02) You can filter the results even in multimodule list views.

For more information, see Filtering records.

Assign To

Assign records to a preferred technician or group.

Change Status

Update the status of the record.

For example, you can change status of a record from Open to In Progress.

Refresh

Configure a custom refresh rate for the view. You can also refresh the list of view manually.

Copy

Copy a record from the list view.

Note

  • When you copy a ticket from Help Desk, the values in the DueExpected Response, and Expected Fix fields on the Ticket form of the copied ticket are calculated according to the value in the Open Date & Time field in Help Desk and the priority that you selected for the ticket before copying it.
  • When you copy an assignment from Help Desk, the values in the Due byExpected Response, and Expected Fix fields on the Assignment form of the copied assignment are calculated according to the value in the Open Date & Time field in Help Desk and the priority that you selected for the assignment before copying it.

Delete

Delete records from the list view. For more information, see Deleting records.
Export

Export the records in a list view to CSV or HTML format.

Note

When you export the record data, the custom formatting is not exported.

Preview PaneFrom bottom, right, or hide select the location of the preview pane. The preview pane displays a preview of the record.
Save Current View AsAfter customizing a list view, click Save Current View As to create a new custom list view. You can name the custom list view and specify the sharing type as public or private. You can create and save single module and multimodule custom list views.
Save Current ViewAfter modifying a custom list view, click Save Current View to save all the changes that you made in that list view. You can rename the custom list view and update the sharing type to public or private. You can save changes made to single module and multimodule custom list views.
Abandon Changes to Current ViewClick Abandon Changes to Current View to discard all the unsaved changes made in an active view. You can abandon the changes made to single module and multimodule list views.
Manage Views

All the saved custom list views are displayed in the Manage Views dialog box. To delete a selected custom view, click Delete . You can delete single module and multimodule custom list views.

Default list views

The following table provides information about the default list views in the Help Desk module:

ViewMultimoduleColumnsGroup bySort byFilter
All AssignmentsNo
  • Assignment ID
  • Priority
  • Open Date & Time
  • Close Date & Time
  • Assignment Summary
  • Due Date & Time
  • Requestor
  • Status
  • Category
  • Group
  • Assigned To Full Name
Assigned To Full NameAssignment ID (descending)Inactive equals False
All TicketsNo
  • Ticket ID
  • Priority
  • Open Date & Time
  • Close Date & Time
  • Expected Due Date & Time
  • Ticket Summary
  • Requestor
  • Alternate Email ID
  • Status
  • Category
  • Assigned to Group
  • Assigned to Full Name
  • SLA
Assigned To Full NameTicket ID (descending)Inactive equals False
All Tickets under Change ManagementNo
  • Ticket ID
  • Ticket Summary
  • Status
  • Change ID
  • Change Summary
  • Change Request Status
  • Expected Due Date & Time
  • Open Date & Time
  • Category
NATicket ID (descending)
All Work(Tickets & Assignments)Yes
  • Record ID
  • Record Type
  • Priority
  • Open Date & Time
  • Close Date & Time
  • Expected Due Date & Time
  • Record Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • Assigned To Full Name
NARecord ID (descending)Inactive equals False
Closed TicketsNo
  • Ticket ID
  • Close Date & Time
  • Open Date & Time
  • Priority
  • Ticket Summary
  • Expected Due Date & Time
  • Requestor
  • Status
  • category
  • Assigned To Group
  • Assigned to Full Name
  • SLA
Assigned To Full NameClose Date & Time (descending)
My Open AssignmentsNo
  • Assignment ID
  • Priority
  • Open Date & Time
  • Due Date & Time
  • Assignment Summary
  • Requestor
  • Status
  • Category
  • Group
NADue Date & Time (descending)
(Default view) My Open TicketsNo
  • Ticket ID
  • Priority
  • Open Date & Time
  • Expected Due Date & Time
  • Ticket Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • SLA
NAExpected Due Date & Time (descending)

My Tickets Due TodayNo
  • Ticket ID
  • Priority
  • Open Date & Time
  • Expected Due Date & Time
  • Ticket Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • SLA
NAExpected Due Date & Time (ascending)
My Work (Open Tickets & Assignments)Yes
  • Record ID
  • Record Type
  • Priority
  • Open Date & Time
  • Expected Due Date & Time
  • Record Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • Assigned To Full Name
NAExpected Due Date & Time (ascending)
Open TicketsNo
  • Ticket ID
  • Priority
  • Open Date & Time
  • Expected Due Date & Time
  • Ticket Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • Assigned to Full Name
  • SLA
Assigned To Full NameTicket ID (descending)
Tickets Due TodayNo
  • Ticket ID
  • Priority
  • Open Date & Time
  • Expected Due Date & Time
  • Ticket Summary
  • Requestor
  • Status
  • Category
  • Assigned To Group
  • SLA
NAExpected Due Date & Time (ascending)

Creating or customizing a view

You can customize your list views on the Help Desk and Change Management grids by configuring filters and field columns, and defining formatting rules. After you customize an out-of-the-box or custom list view, the view icon of a list view changes colors from black to blue . In the following topics, references to Help Desk also apply to Change Management.

Creating a new view

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view.
  3. Configure the preferred filters, list view fields, and formatting rules.
  4. From the Views list, select Save Current View As.
    1. In the Save Current View As dialog box, in the View Name field, enter an appropriate name for the view.
    2. From the Sharing Type list, select a preferred sharing type:
      • Private - View is available only to me
      • Public - View is available to all
    3. Click Save.
  5. (Optional) If you do not want to save the changes, from the Views list, select Abandon Changes to Current View.

Important

To be able to configure filters and field columns, and define formatting rules for the customized view, you must save it.

Filtering records

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view to which you want to apply the filters.
  3. Click Manage Filters .
  4. In the Manage Filters dialog box, perform the following actions:
    1. From the Select a Field list, select a field, such as Category.

      Important

      (2021 Release 02) The Record Type field is not visible when you apply filters to multimodule list views.

    2. From the Select a Condition list, select a condition, such as equals.
      The list of conditions differ based on the field that you select in the Select a Field list.
    3. In the Select/Enter a Value list, select or enter a field value, such as Applications.
    4. (Optional) To add another filter, click Add.
    5. Repeat the above steps to configure multiple filters.
    6. Click Apply.
    7. (Optional) To delete a filter, click Delete, then click Apply.

    Note

    When applying filter for 2 or more same type of field, you must apply all Or conditions first. The filters work as a straight query and are not grouped together.

    Example

    Assume that you want to see tickets that are assigned to either of the 2 technicians, AUTOSATECH1 and AUTOSATECH2, with Inactive equal to False and Status equal to Open. You must apply the following filters:

    The result is not the same if you apply the following filters:

  5. (Optional) To view the applied filters on a list view, click Filters Applied.

Configuring fields displayed in the list view

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view for which you want to configure the fields.
  3. Click Manage Columns .
  4. In the Manage Columns dialog box, select the fields to be displayed as columns.
  5. Click Apply.

Configuring formatting rules

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view for which you want to format records.
  3. Click Manage Formatting .
  4. In the Manage Formatting dialog box, perform the following actions:
    1. From the Select a Field list, select a field, such as Priority.
    2. From the Select a Condition list, select a condition, such as equals.
      The list of conditions differ based on the field that you select in the Select a Field list.
    3. In the Select/Enter a Value list, select or enter a field value, such as 1 - Critical.
    4. In the Preview list, select a Background Color, Text Color, and Text Style.  
    5. To apply the formatting to a single field column, clear the Apply to row check box. 
      The Apply to row check box is selected by default, so the same formatting is applied to all field columns on a list view.
    6. (Optional) To add another formatting rule, click Add .
    7. Repeat the preceding steps to configure multiple formatting rules. 
      (2021 Release 02) The order of the formatting rules determines their precedence. If the field value of the first formatting rule is present in multiple records, then the first formatting rule is applied to all those records irrespective of the subsequent formatting rules. If, for the first formatting rule, the Apply to row check box is cleared, then the formatting is applied only to the single field corresponding to that rule and the remaining fields in the row are formatted as per the subsequent rules.
    8. Click Apply.
    9. (Optional) To delete a rule, click Delete .

Assigning records

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view for which you want to change assignment.
  3. Select the required record.
  4. Click Assign To , and select the preferred option to assign the record:
    • Assign to a Technician
    • Assign to a Group
    • Assign to a Technician or Group
    • Assign to Myself
    • Clear Assignment

Updating record status

  1. On the header bar, expand the hamburger menu  and select Help Desk.
  2. From the list of views, select a view.
  3. Select the required record and click Change Status .
  4. In the Change Status dialog box, perform these steps:
    1. In the Status field, select a status for the ticket or assignment. 

      Notes

      • When you reopen a closed ticket from Help Desk, the values in the Due, Expected Response, and Expected Fix fields on the Ticket form of the reopened ticket are recalculated according to the value in the Open Date & Time field in Help Desk and the priority that was selected for the ticket before reopening it.

      • When you reopen a closed assignment from Help Desk, the values in the Due by, Expected Response, and Expected Fix fields on the Assignment form of the reopened ticket are recalculated according to the value in the Open Date & Time field in Help Desk and the priority that was selected for the assignment before reopening it.

      • You cannot update the following records with the Close (C) status type from the Status field:
        • A ticket that has open linked assignments.
        • The last open assignment that is linked to an open ticket.
        • A Parent ticket that has open linked assignments.
        • A Parent ticket that has open Child tickets with open linked assignments.
      • You can update a Parent ticket with the Close (C) status type only if its open Child tickets do not have any open linked assignments.
        If you have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings, then the resolution note that you add to the Parent ticket after updating it with the Close (C) status type is added to the Child tickets after they are closed.
    2. In the Activity Code field, select the activity code for the note.
      Note by Technician is the default activity code.  
    3. In the Note Type field, select the type of note.
      Technician Note is the default note type.  
       

      Note

      (2021 Release 01) The Note Type field becomes read-only and Ticket Resolution/Assignment Resolution becomes the default note type if the following conditions exist:

      • You have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings.
      • You have selected the Close (C) status type in the Status field.
    4. (Optional) If you do not want the requestors to see the note details, select the Private Note (hidden from Requestor) check box. 
      However, this check box remains selected if you have selected the Mark Ticket Notes private by default check box in the Help Desk Notes Behavior section in System Settings .
    5. Enter the note details in the body of the note. 

      Note

      (2021 Release 01) This field becomes is mandatory if the following conditions exist:

      • You have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings.
      • You have selected the Close (C) status type in the Status field.
    6. Click Save.
      The following message is displayed:
      Ticket/Assignment has been updated successfully. 
      The ticket or assignment status is updated and the note is displayed under the Ticket Notes or Assignment Notes tab.

Deleting records

You can choose to delete records (tickets or assignments) from the workspace.

(2020 Release 01) You can delete multiple tickets or assignments at once.

Note

You cannot delete a ticket and an assignment at the same time. If you select multiple tickets and assignments at the same time, the Deleteoption becomes inactive.

Considerations

The following considerations apply to the deletion process:

  • You must have delete permission to delete tickets or assignments. If you try to delete a ticket or an assignment without permission, a message is displayed to indicate that you cannot delete.
  • You cannot delete a ticket or an assignment that is opened by another user.

  • When you select and delete multiple tickets or assignments, then:
    • If some selected tickets or assignments are open, the following message is displayed:
      <Ticket/Assignment>(s) # 'ticketID/asssignmentID' is/are in use. Your request for this/these records will not be completed. Do you want to continue?
    • If all selected tickets or assignments are open, the following message is displayed:
      <Ticket/Assignment>(s) # 'ticketID/asssignmentID' is/are in use. Your request for this/these records will not be completed. Release the records to unlock them before attempting again.

    Note

    Multiple ticket IDs or assignment IDs are separated by a comma, as shown in this example:

    <Ticket/Assignment>(s) # '101,102,103' are in use. Your request for these records will not be completed. Release the records to unlock them before attempting again.

  • If the deletion of a ticket or an assignment fails, a message with the ticket ID/assignment ID of the failed ticket or assignment is displayed.

To delete ticket or assignment

To delete a ticket or an assignment, perform the following steps:

  1. On the header bar, expand the hamburger menu    and select Help Desk.
  2. Select a ticket or an assignment or multiple tickets or assignments (using Ctrl or Shift key) from the workspace.
  3. Click Delete .
    The following message is displayed:

  4. To delete the selected tickets or assignments, click Yes.
    The following message is displayed:
    <Ticket/Assignment/Records has/have> been deleted successfully.



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