Ticket Zoom =========== Use this screen to see the details of a ticket. The *Ticket Zoom* screen is available, if you click on a ticket in any other screens. .. figure:: images/ticket-zoom.png :alt: Ticket Zoom Screen Ticket Zoom Screen This screen has an own menu and contains several widgets. Ticket Menu ----------- The *Ticket Zoom* screen has an own menu. The menu is extensible and menu items can be grouped into drop-down lists. .. figure:: images/ticket-zoom-ticket-menu.png :alt: Ticket Menu Ticket Menu Back This menu item goes back to the previous screen. Lock or Unlock The name of the menu item depends on the lock state of the ticket. Lock If the ticket is unlocked, an agent can lock the ticket and the agent becomes the ticket owner. Unlock If the ticket is locked to an agent, the agent can release the ticket and other agents can lock it. .. warning:: This menu item has no confirmation window. Lock or unlock the ticket is done immediately. Print This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file. Priority This menu item opens a new window to change the priority of the ticket. .. figure:: images/ticket-zoom-priority.png :alt: Change Priority Screen Change Priority Screen Priority Select the new priority for the ticket. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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. Is visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. People This menu item groups the following menu items together: Owner This menu item opens a new window to change the owner of the ticket. .. figure:: images/ticket-zoom-owner.png :alt: Change Owner Screen Change Owner Screen New Owner \* Select the new owner agent from the list. The agent needs *owner* permission, otherwise the agent is not listed. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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. Is visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Customer This menu item opens a new window to change the customer of the ticket. .. figure:: images/ticket-zoom-customer.png :alt: Change Customer Screen Change Customer Screen Customer user \* The new customer user of the ticket. Customer ID Automatically selected based on the customer user. Communication This menu item groups the following menu items together: Note This menu item opens a new window to add a note as new article to the ticket. .. figure:: images/ticket-zoom-note.png :alt: Add Note Screen Add Note Screen Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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. Is visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Phone Call Outbound This menu item opens a new window to add a note based on an outgoing phone call to the ticket. .. figure:: images/ticket-zoom-phone-call.png :alt: Phone Call Screen Phone Call Screen Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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 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. Time units (work units) Enter any amount of time units for time accounting. Phone Call Inbound This menu item opens a new window to add a note based on an incoming phone call to the ticket. This screen is the same as *Phone Call Outbound* screen. E-Mail Outbound This menu item opens a new window to send an email and add the email as article to the ticket. This screen is very similar to an email client screen. .. figure:: images/ticket-zoom-email.png :alt: Outbound Email Screen Outbound Email Screen From This field is read only and holds the queue address. To \* This will be the *To* field of the email. Cc Select other customer users as carbon copy of the email, if needed. Bcc Select other customer users as blind carbon copy of the email, if needed. .. note:: You can select a customer user from Rexpondo or any valid email address can be added here. Usage of wildcards (\*) is also possible. Enter two asterisks (\*\*) to list all customer users. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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 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. Visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Pending This menu item opens a new window to set the pending time of the ticket. .. figure:: images/ticket-zoom-pending.png :alt: Set Pending Time Screen Set Pending Time Screen Next state Select the pending state of the ticket. Pending date Select a date and time as reminder for the ticket. If the pending time is reached, the ticket can be escalated. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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. Is visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Close This menu item opens a new window to close the ticket. .. figure:: images/ticket-zoom-close.png :alt: Set Pending Time Screen Set Pending Time Screen Next state Select the closed state of the ticket. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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. Is visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Quick Close Close the ticket by one click. Process This menu item opens the :doc:`new-process-ticket` screen to start a process from this ticket. .. note:: This option is available only, if at least one process is deployed in the system. Miscellaneous This menu item groups the following menu items together: History This menu item opens a new window to see the history of the ticket. .. figure:: images/ticket-zoom-history.png :alt: Ticket History Screen Ticket History Screen .. note:: If several entries are added to the history, use the filter box to find a particular entry by just typing something to filter. Print This menu item opens a PDF file to show the printer friendly version of the screen. You can save or print this PDF file. Link This menu item opens the standard link screen of Rexpondo. Tickets can be linked to other tickets, FAQ articles or appointments. Existing links can also be managed here. .. figure:: images/ticket-zoom-link.png :alt: Link Ticket Screen Link Ticket Screen Link with Select the other object the ticket should be linked to. The other fields can be used to find the appropriate object to link, and the fields can be different for each object. Merge This menu item opens a new window to find a destination ticket for the current ticket. The articles of current ticket will be moved to the destination ticket, and the current ticket will get the state *merged*. .. figure:: images/ticket-zoom-merge.png :alt: Ticket Merge Screen Ticket Merge Screen Merge to Ticket# \* Try typing part of the ticket number or title in order to search by it. Inform sender Check this box, if you would like to inform sender about ticket merge. If this box is checked, the following fields must be filled. From This field is read only and holds the queue address. To \* This will be the *To* field of the email. Subject \* The subject of the ticket like the subject of an email. Text \* The body text of the email to be sent. New Appointment This menu item opens the :doc:`../calendar/new-appointment` dialog, and selects the current ticket in the *Ticket* field for linking. Move This menu item is only a drop-down list of available queues. Select a destination queue, if the ticket needs to be moved there. .. warning:: This menu item has no confirmation window. Moving the ticket to an other queue is done immediately. Settings Click on the gear icon in the right side of the ticket menu to change the article view settings. The following options are available: Show one article Only the article is displayed in the *Article Zoom* widget, which is selected in the *Article Overview* widget. Show all articles All articles are displayed in the *Article Zoom* widget under each other. Article Overview ---------------- This widget lists all articles of the ticket in a table. .. figure:: images/ticket-zoom-article-overview.png :alt: Article Overview Widget Article Overview Widget Most of the columns are sortable by clicking on the header. Click again to change the sort order. There are three possible colors used to mark the type of article. - White: the article is visible for the customer user in the external interface and for agents in the agent interface. - Red: the article is not visible for the customer user in the external interface, but it is visible for agents in the agent interface. - Yellow: the article is a system message and the visibility can be changed in the system configuration. .. note:: This widget is not displayed in ticket timeline view. Article Zoom ------------ This widget displays the details of the article. The widget has an own menu. .. figure:: images/ticket-zoom-article-zoom.png :alt: Article Zoom Widget Article Zoom Widget The menu is extensible and menu items can be grouped into drop-down lists. Mark or Unmark Use this menu item to mark article as important or to remove the important flag from the article. Important articles have a red information flag in the *Article Overview* widget. Print This menu item opens a PDF file to show the printer friendly version of the current article. You can save or print this PDF file. Split Use this menu item to split the article to an other ticket. Select the new ticket type and click on the *Submit* button. .. figure:: images/ticket-zoom-article-split.png :alt: Article Split Dialog Article Split Dialog It is possible to split the article into several type of ticket. Email ticket Selecting this will open the :doc:`new-email-ticket` screen and fill in the fields with the current article data. Phone ticket Selecting this will open the :doc:`new-phone-ticket` screen and fill in the fields with the current article data. Process ticket Selecting this will open the :doc:`new-process-ticket` screen and fill in the fields with the current article data. .. note:: This option is available only, if at least one process is deployed in the system. Forward Use this menu item to forward the article via email. .. figure:: images/ticket-zoom-article-forward.png :alt: Article Forward Screen Article Forward Screen From This field is read only and holds the queue address. To \* This will be the *To* field of the email. Cc Select other customer users as carbon copy of the email, if needed. Bcc Select other customer users as blind carbon copy of the email, if needed. .. note:: You can select a customer user from Rexpondo or any valid email address can be added here. Usage of wildcards (\*) is also possible. Enter two asterisks (\*\*) to list all customer users. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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 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. Visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Reply Use this menu item to compose an answer to the article via email. Reply is created from a response template set in *Templates* module of the administrator interface. .. figure:: images/ticket-zoom-article-reply.png :alt: Compose Answer Screen Compose Answer Screen From This field is read only and holds the queue address. To \* This will be the *To* field of the email. Cc Select other customer users as carbon copy of the email, if needed. Bcc Select other customer users as blind carbon copy of the email, if needed. .. note:: You can select a customer user from Rexpondo or any valid email address can be added here. Usage of wildcards (\*) is also possible. Enter two asterisks (\*\*) to list all customer users. Subject \* The subject of the ticket like the subject of an email. Options It is possible to add other objects like customer users or FAQ articles to the ticket. Text \* The body text of the note to be added to 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 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. Visible for customer Define, if the note is an internal note or customer can view it. Time units (work units) Enter any amount of time units for time accounting. Linked Objects -------------- Tickets can be linked to other objects. Use this widget to see the links between the ticket and other objects. .. figure:: images/ticket-zoom-linked-objects.png :alt: Linked Objects Widget Linked Objects Widget New links can be added by the *Link* menu item of the *Ticket Zoom* menu. Existing links can also be managed there. To see the linked object details, click on an entry in this widget. .. seealso:: Change setting ``LinkObject::ViewMode`` to *Complex* to display detailed information about linked objects. .. figure:: images/ticket-zoom-linked-objects-complex.png :alt: Complex Linked Objects Widget Complex Linked Objects Widget Ticket Information ------------------ This widget contains information about the ticket. .. figure:: images/ticket-zoom-ticket-information.png :alt: Ticket Information Widget Ticket Information Widget Customer Information -------------------- This widget contains information about the customer. .. figure:: images/ticket-zoom-customer-information.png :alt: Customer Information Widget Customer Information Widget