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            Knowledge Base Asset Infinity Help Center Complaints / Ticketing / Breakdown Maintenance Manage Tickets View / Update Ticket

            View / Update Ticket

            To view a ticket, the user can go through two paths:
            1. Go to Home Screen > Click on the Notification Bell > Select Pending Tickets

            2. Go to the Home Screen, on the dashboard, click on the Help desk dropdown and select Manage Tickets:

            1. When the user clicks either of the above mentioned pages, all the raised tickets in the helpdesk will be shown in the grid.
            2. User can see the details of a ticket by clicking on that respective ticket present in the grid.
            3. A pop-up will open, on click of the ticket, with enabled fields for the user to view or update the ticket.
            4. The user can also view if an activity is scheduled for the ticket or can schedule an activity.
            5. The ticket history helps the user to view any modifications made in a ticket.

            The pop-up will contain the below-mentioned fields:
            1. Ticket Type - Ticket Type of the raised ticket.
            2. Asset - Name of the asset related to the issue. A ticket can be raised with asset or without asset. 
            3. Asset Location - Location of the asset/ticket rose. 
            4. Priority -Priority of the ticket.
            5. User Group - User groups assign for the ticket.
            6. Assignee - The particular user from the user group to whom issue is assigned. If the ticket is assigned to a user then only that user can access the issue. 
            7. Reported By - The user who has raised the issue or depending upon role and permissions.
            8. Reported Date & Time - Date and Time of the ticket. It is a fixed field and cannot be changed. 
            9. Description - Description about the ticket/issue. 
            10. Upload Files - Upload asset related files. Not a mandatory field. 
            11. Remarks - Any updated information about the issue. Once an issue is attended the remarks become mandatory. 
            12. CC - Notify concerned user in mail not present in user group. E-mails should be separated by semi-colons. 
            13. "Is Closed" - Mark the checkbox if the issue is resolved. While closing an issue you can either send an OTP for confirmation or you can simply close the issue. 
            14. Ticket History - View changes made in ticket. A Ticket history displays old value,new value, changed by and change date.

            1. If the ticket is linked to an activity then it's details will be shown in the Activity detail tab on ticket view.
            Fields that will be present in the activity details section:
            1. Activity Type - Type of activity 
            2. Assignee - Name of assignee. 
            3. Start Date - Start date of the Activity.
            4. Vendor Name - Name of the vendor, if associated with the Activity. Users can add vendors through Application Settings
            5. Amount - Amount associated with the inventory.  
            6. Attach File - Attach Invoice or any receipts. 
            7. Inventory Location - inventory location, if any inventory item is being consumed.
            8. Item - Inventory item consumed (Users can manage inventory in Asset Infinity’s Inventory Module)
            9. Available - Item quantity available 
            10. Consumed - Item quantity consumed

            Updated: 25 Sep 2019 07:17 PM
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