Creating and managing tickets from the Mobile App

You can create and manage tickets to resolve requestor issues in the Track-It! Mobile App. Technicians can create tickets through the Mobile App when they face any issue that causes interruption in their operations. As you work on a ticket, the application maintains a complete audit trail and records the date and time each action occurred, the technician who performed the work, and the time spent on working on the ticket. This information is available to help solve the next time a similar issue occurs or to generate a report for management.

Key features and considerations

This section provides some key features and considerations about tickets in the Track-It! Mobile App.

• Key features
• Key considerations

Key features

• You can create, view, and edit tickets. Track-It! Mobile App allows you to create a ticket from the Help Desk module.
• When an SLA is attached to a ticket, if you update the ticket and the resultant ticket data matches with a different SLA, then the original SLA is overwritten.
• The default system view in the Mobile App is My open tickets.
• The lower portion of the Ticket form contains the Add Notes and Assignments buttons.
• You can view or download attachments by expanding the Attachments section of a ticket.
• You can create tickets by manually entering the field values in the Ticket form.
• You can add user ticket notes.
• You can create, manage, and close assignments linked to a ticket. You can view the status of all assignments linked to a ticket by tapping on the Assignments button.

• You can apply templates to tickets or assignments by using the Track-It! Mobile App.

  Tip

  For more information about templates and how they work, see Creating-and-managing-form-templates.

• You can assign a ticket to a technician or a group. By default, a ticket is assigned to the technician who creates it.
• If you assign a ticket to an unavailable technician, a message displays this information and, if specified, indicates the reason for the technician's unavailability.
• If ticket matches change policy criteria, a change request is automatically created and linked to the ticket.
• You can tap on the solution link in the Ticket preview to view the solution. Similarly, you can search and view solutions through the search module. For more information, see Searching-for-records-in-the-Mobile-App.

Key considerations

For an open or closed record, note the following important points:

• You can add notes, but you cannot update or delete any existing notes.
• You can open or download attachments, but you cannot delete them.
• You can view or add assignments, but you cannot unlink an already linked assignment. If assignments are in an Open state, you can update them.

To create a ticket in the Mobile App

1. From any Help Desk view, tap .
   In the Ticket form, enter details for required fields.

To work with tickets in the Mobile App

1. Tap My Open Tickets to see a list of the available system views.
   You can select the following system views:
   • All Assignments
   • All Tickets
   • All Tickets under Change Management
   • Closed Tickets
   • My Open Assignments
   • My Open Tickets
   • My Tickets Due Today
   • Open Tickets
   • Tickets Due Today
2. Tap the system view you want to set as the view for the mobile app.
   The system view displays a list of tickets associated with the view and provides the following summary information for each ticket:
   • Priority
   • Status
   • Requestor
   • Ticket ID number
   • Ticket Summary
   • Assigned technician
   • Ticket due date
3. From the list, tap on a ticket to view the ticket details:
   The ticket detail view provides the following information:
   • General Info
   • Change Management
   • Notes
   • Solution
   • Purchasing
   • Assignments
   • Attachments

Where to go from here

From the detail view of any ticket you can perform the following actions:

• To edit or close a ticket in the Mobile App
• To work with linked assignments in the Mobile App
• To add a note to a ticket in the Mobile App
• To download and view ticket attachments in the Mobile App

To edit or close a ticket in the Mobile App

1. Open a ticket from the Help Desk (hamburger menu > Help Desk> tap the required record).
2. On the Ticket form, tap .
3. On the Edit Ticket ticketID form, edit the required fields and tap Save.

4. If you want to close the ticket, change the status to Closed from the Status field.

   • (2021 Release 01) The Add Note form is displayed 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 select the Close (C) status type from the Status field for a ticket and tap Save on the Edit Ticket ticketID form. 
       The following table shows details of the fields on the Add Note form:

       Field	Details
       Type	Ticket Resolution is the default note type. This field is read-only.
       Activity Code	Select the activity code for the note.  Note By Technician is the default activity code.
       Private	If you do not want the requestors to see the note details, move the slider to the left to turn it off. However, you cannot turn the slider off if you have selected the Mark Ticket Notes private by default check box in the Help Desk Notes Behavior section in System Settings.
       Duration	The value in this field is null. However, you can override the value manually.
       Note	Enter the note details in the body of the note. This field is mandatory.
       Add	After you tap this button, the following message is displayed: #ticketID Ticket has been updated successfully The ticket status is updated and the resolution note is displayed under the Notes tab of the ticket detail view.

     Note

     If you are using an updated Track-It! Mobile App, then you must use the appropriate Track-It! server version with it. The converse is also true. If the Track-It! server and the Track-It! Mobile App versions do not match, then when you select the Close (C) status type form the Status field and tap Save on the Edit Ticket ticketID form or the Edit Assignment assignmentID form, the following events occur:

     • The Add Note form is not displayed even 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.
     • The ticket or assignment is closed without a resolution note even 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.
   • (2021 Release 01) If you select the Close (C) status type from the Status field for a ticket with open linked assignments and you select either the Allow the Ticket and all the linked Assignments to be closed without warning or Display a warning message but allow the Ticket and all the linked Assignments to be closed option in Group Permissions, then:
     • The open assignments linked to the ticket are closed.
     • The resolution note that you added to the Add Note form is added to the open linked assignments after they are closed.
       This resolution note is not added to the linked assignments that were closed before the ticket was closed.
     • You can view the resolution note that is added to the linked assignments under the Notes tab of the Assignment section.
   • (2021 Release 01) The Add Note form is also displayed if the following conditions exist when you select the the Close (C) status type from the Status field for a Parent ticket with open Child tickets and tap Save on the Edit Ticket ticketID form:
     • You have selected either the Allow the Ticket and all the linked Assignments to be closed without warning or Display a warning message but allow the Ticket and all the linked Assignments to be closed option in Group Permissions.
     • You have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings.

   After you have added the resolution note to the Add Note form and closed the Parent ticket, the following events occur:

   • The open Child tickets linked to the Parent ticket are closed. The resolution note that you added to the Add Note form is added to the Child tickets after they are closed. This resolution note is not added to the Child tickets that were closed before the Parent ticket was closed.
   • The open assignments linked to the Child tickets are closed. The resolution note that you added to the Add Note form is added to the assignments linked to the Child tickets after they are closed. This resolution note is not added to the assignments linked to the Child tickets that were closed before the Parent ticket was closed.
   • You can view the resolution note that is added to the Child tickets under the Notes tab of the ticket detail view.
     You can view the resolution note that is added to the assignments linked to the Child tickets under the Notes tab of the Assignment section.

To work with linked assignments in the Mobile App

1. Open a ticket from the Help Desk (hamburger menu > Help Desk> tap the required record).

2. In the Ticket form, perform the following actions:

   To view or edit a linked assignment

   Expand the Assignments section. From the list of linked assignments, tap the assignment you want to view. The assignment detail view provides the following information: General Info Solution Notes Successors Predecessors Attachments To edit the assignment, tap . On the Edit Assignment assignmentID form, edit the required fields and tap Save. (2021 Release 01) The Add Note form is displayed 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 select the Close (C) status type from the Status field for an assignment and tap Save on the Edit Assignment assignmentID form. The following table shows details of the fields on the Add Note form: Field Details Type Assignment Resolution is the default note type. This field is read-only. Activity Code Select the activity code for the note. Note By Technician is the default activity code. Duration The value in this field is null. However, you can override the value manually. Note Enter the note details in the body of the note. This field is mandatory. Add After you tap this button, the following message is displayed: #assignmentID Assignment has been updated successfully The assignment status is updated and the resolution note is displayed under the Notes tab of the assignment detail view. Note The Add Note form is not displayed if the Track-It! server and the Track-It! Mobile App versions do not match. For more information, see this note. To return to the assignment detail views, tap .

   To add an assignment

   Tap . In the Assignment form, enter details for required fields. When you create an assignment, some fields on the Assignment form are populated from the parent Ticket form such as Summary, Ticket ID, Category, Priority, Requestor, Assigned Technician, Category, and Group. View the Assignment form fields. Section name Field name   Description Assignment  Information Summary Enter a short summary about the task for which the assignment is created. Category This value is populated based on the category of the parent ticket but you can overwrite it according to your requirements. For more information about categories, see Creating-and-managing-categories. Priority Select an appropriate priority according to your business requirements. If your system administrator has configured priority hierarchy for your group, the Priority field is populated based on the hierarchy. For more information about priorities, see Creating-and-managing-priorities. Status Select an appropriate status value for the assignment. The default status assigned is Open. Ticket ID This value is populated using information in the parent Ticket form. Due by Enter the due date and time. The value must be greater than the time when the assignment is created. The Due by date will be automatically calculated based on the priority selected, if the priority is already configured with Due Duration. The default value is Calculate Due Date based on the open date and time. Technician Information Technician This value is populated based on the information in the Technician form. For more information about technicians, see Creating-and-managing-technicians. Group Select any active group. The default value is the group for the technician. The group you select filters the Technician Information based on your selection. Requestor  Information Requestor Name This value is populated based on the information in the Requestor form. Requestor Email This value is populated based on the information in the Requestor form. Phone This value is populated based on the information in the Requestor form. Department Select a department name. By default, if a requestor is assigned a department, that value is populated. If you change the requestor, the department and location values are updated based on the new requestor details. Location Select a location. By default, if a department is assigned a location, that value is populated. If you change the department, the location value is updated based on the new department. Additional Information Enter any additional information about the assignment. Tap Save. The assignment is saved and the ticket view is displayed. To verify that the assignment is linked to the ticket, expand the Assignments section.

To add a note to a ticket in the Mobile App

1. Open a ticket from the Help Desk (hamburger menu > Help Desk> tap the required record).
2. In the Ticket form, tap .
   The Add Note form is displayed with the Type and Activity Code automatically loaded based on the ticket's lifecycle.
3. In the Note field, enter the note details.
4. In the Duration field, specify the time duration for the note.
5. Tap Save.
   The Note is added to the ticket.

To download and view ticket attachments in the Mobile App

1. Open a ticket from the Help Desk (hamburger menu > Help Desk> tap the required record).
2. In the Ticket form, perform the following actions:
   1. Expand the Attachment section.
   2. From the list of Attachments, tap on the attachment that you want to download.
   3. When prompted to authorize the download, tap Allow.
      The attachment is downloaded to your received folder.
   4. Open the downloads folder, and then tap the attachment.