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            Manage Tickets

            Manage Tickets is a central help desk, where users can raise and manage tickets or issues. To log service request/issues the users can raise tickets in the Asset Infinity Application
            1. Application Dashboard > Raise Ticket Button or click on the helpdesk button, select manage tickets from the drop down and click on New Ticket button.

            Raise Ticket (button)

            Helpdesk on dashboard

            2. On the dashboard of the Manage Tickets interface, there are filter fields and buttons that simplify sorting and searching tickets. The tickets raised are divided under heads:
              1. Closed: Tickets/Issues resolved
              2. Open: Tickets/Issues not resolved and are not assigned to any user or user group.
              3. Assigned: Tickets/Issues assigned to the Admin/User
              4. Hold: Tickets/Issues that are On-Hold (Tickets that take time to resolve).

            There are a number of filter fields given on this page:
            1. Asset - Select Asset Code from single select drop down
            2. Location - Filter tickets according to Asset location (Tree View)
            3. Assignee - Name of the user assigned to the issue
            4. Priority - Select and filter as per ticket priority (multi select drop down)
            5. User Group - Name of the group assigned to the issue
            6. Status - Status of the ticket –Open, Assigned, Closed and Hold (multi select drop down)
            7. Reported Date - Date the ticket was raised
            8. Closure Date - Date the ticket was closed
            9. Ticket Type - Type of ticket/issue
            10. Search - Search ticket on the basis of  any other custom field

            In the grid given below the filter dashboard.



            ·         Grid displays list of all raised tickets for admin. For user, only specific tickets assigned to the user is displayed.

            ·         Tickets can be selected from the grid to check its details or edit/reopen closed tickets.

            ·         Ticket report displayed in the grid can be exported to excel.

            1. Ticket Number - The default number assigned to the ticket
            2. Description - Description about the issue in the ticket
            3. Remarks - Additional note or comment.
            4. Activity Number - The activity serial number scheduled on the ticket. The activity is created for a ticket if mapped with a ticket type.
            5. Ticket Type - Name of the Ticket type
            6. Location - Name of the Asset Location
            7. Priority - Priority of the Ticket
            8. Reported By - Name of user in “Reported By”
            9. Reported Date & Time - Date and time (When ticket was raised)
            10. Status - Status of the ticket- Open, Close, Assigned, Hold
            11. User Group - Name of the User Group concerned with the Ticket.
            12. Assignee - To whom the issue is assigned
            13. TAT - Turnaround Time, Hold Time is not included in TAT. It is the time spent on a particular issue/ticket.
            14. Closure Date & time - Date and time a ticket is closed.


            Updated: 04 Jul 2019 09:25 PM
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