New Phone Ticket
================

Use this screen to create tickets based on phone calls. The phone ticket screen is available in the *New Phone Ticket* menu item of the *Tickets* menu.

.. figure:: images/new-phone-ticket.png
   :alt: New Phone Ticket Screen

   New Phone Ticket Screen

The following settings are available when adding this resource. The fields marked with an asterisk are mandatory.

Customer user \*
   The person, to whom the ticket is created for.

   .. note::

      Usage of wildcards (\*) is also possible. Enter two asterisks (\*\*) to list all customer users.

To queue \*
   The queue, where the new ticket will be placed to.

Service
   The service category of this ticket.

   .. seealso::

      This field is available if ``Ticket::Service`` is enabled.

Service Level Agreement
   Select one of the Service Level Agreements if available.

Owner
   The owner is an agent, who actually works with the new ticket.

   .. seealso::

      Enable ``Ticket::Responsible`` setting to set an other agent as responsible for the ticket.

Responsible
   Select an agent responsible for the ticket.

Subject \*
   The subject of the ticket like the subject of an email.

This might be helpful
   This field is not visible by default, but it displays related :doc:`../faq` articles based on the keywords entered in the *Subject* and/or the *Text* fields. Clicking on a FAQ article opens the :doc:`../faq/faq-zoom` screen.

   The related FAQ articles are displayed as the agent types, so the list of suggested FAQ articles is updated after any word typed into the *Subject* and/or the *Text* fields. The suggested FAQ articles are sorted based on the number of matched keywords.

Options
   It is possible to add other objects like customer users or FAQ articles to the ticket.

Text \*
   The body text of the first article of the ticket.

Attachments
   It is possible to add attachments to the ticket. Click on the field to add an attachment, or just drop some files here.

Next ticket state
   New tickets are in *open* state by default. Select an other state if you want to change it.

Pending date
   Select a date and time as reminder for the ticket. If the pending time is reached, the ticket can be escalated.

Priority
   New tickets have *3 normal* priority by default. Select an other priority if you want to change it.

Time units (work units)
   Enter any amount of time units for time accounting.

After all information is collected and set, click on the *Create* button to create the new ticket.