Tickets

Tickets are work packages created without the "planning" overhead of a task for start date, end date, estimated time on task, etc. Tickets can be used for any type of work, including support incidents, project assignments, issue tracking, risk management, etc.

How to create a ticket

Right click on the open which will house the new ticket.
Select New Ticket from the pop-up menu. New Tickets can also be created by:

Clicking the New Ticket link at the top of any Queue.
Right-clicking on any task and selecting New Ticket from the pop-up menu (this will automatically create the new ticket in that task's Project Queue).

The ticket edit page will appear.
Enter the appropriate information (see below for field level details).
Click Save. Alternatively, you can have TeamHeadquarters respond by saving the ticket and automatically launching the Add File dialogue by clicking Save and Upload File.

How to clone a ticket

Right click on the ticket which you wish to clone.
You will be prompted to enter the number of clones you would like, up to 99.
The new tickets will appear on your list, highlighted in yellow.
These new tickets will be exact copies of your original ticket, except for the ticket number, ticket history, and created/last modified information (i.e. date, time, and user). The tickets will appear as if they were created by hand with the same settings and descriptions as the original.
Tickets that were cloned at the same time can be viewed together by clicking the (related) link at the top of the ticket edit or properties pages.

Ticket Icon Colors

Information used in Tickets

The Ticket Number is generated by TeamHeadquarters. It is taken from the server's clock at the time of creating the ticket in the format CCYYMMDDHHMMSSSSS (century, year, month, day, hours, seconds). The last 7 digits are also shown in ticket list views as a shorter version of the Ticket Number, and can be used in filtering for specific tickets in the ticket queues.
The Customer contact information is set by selecting a customer from the Contacts list. A new contact can also be created for this purpose. To work with the contact picker, use the Select button. The First Name, Last Name, and email address fields can be partially filled on the ticket page to aid in filtering the contacts list.
The Notify field is a list of email addresses to be used as a 'CC' list on customer notification email. Multiple addresses can be entered by separating them with semi-colon (;). Email addresses may be added to the Notify List either manually or by using the Select button and selecting them from the Contacts list.
Default Project/Task is the initial value used for each audit line to associate the ticket history to a project or task. The default is set by the Queue Manager in the Queue edit function. This association is used in the time sheet auto-populate function and can be over-ridden after creation in the ticket edit function or within the history itself.
The Reason field is used as the title of the ticket.
The Initial Description is used to record the initial and overall need generated by the ticket in greater detail.
Resolution is used to describe the resolution applied to closing the ticket. It is included in all email sent to the customer, the Notify list, and the person responsible for the ticket.
Product is a list of product codes specific to each instance of the software. This field is used for assigning tickets to groups, categorization, and reporting.
Location is a list of location codes specific to each instance of the software. This field is used for assigning tickets to groups, categorization, and reporting.
Urgency can be set to Low, Medium, High, and Rush. When tickets are displayed in queue lists, Low urgency is represented by , High urgency is represented by , and Rush jobs are represented by .
Type is a set of codes specific to each instance of the software. This field is used for assigning tickets to groups, categorization, and reporting. By default, the options are Internal, External, and R&D.
Due Date is used to establish a 'latest' date for closure of the ticket.
Next Action Date is used to establish a bring-forward system within the ticket queue. By setting this date into the future, tickets can be timed for retrieval later. Within each user's My Tickets folder and the various ticket queues, sensitivity can be set using a filter on this date.
Next Step is used as an indication of the action to be taken on the Next Action Date.
Estimated Completion Date is used by the person responsible for the ticket to forecast a completion date independent of the Due Date (which is often set by a Supervisor or Project Manager).
Hours to Complete is set by the person responsible for the ticket each time the ticket is edited.
State can be Open or Closed. This field drives reporting and queue management.
Ticket Customizable Codes 1-4 are optional drop-down category fields. The name and options for each of the 4 can be controlled via the System Administration interface.
Time Spent is a clock that runs whenever the ticket is open in edit mode. The time can be edited after using the pause button, after which the clock can be restarted using the play button. The clock can be reset by using the stop button.
Effective Date allows each audit line to be targeted at a particular date for the purpose of back-dating, future-dating, and time sheet charges with the auto-populate function.
Project/Task is an association used in the time sheet auto-populate function which can be over-ridden after creation in the ticket edit function or within the history itself. If not explicitly set, this field will be internally set to the default project/task (see above) for that ticket at that time.
Comments can be added each time the ticket is edited and saved. These comments are included in email sent to the person responsible for the ticket, and can be included in email sent to the customer by checking the Include this comment in customer email box.
Email notification options control the automated sending of email that results from ticket creation/editing.

Send notification to Customer uses the email address shown above for the customer.
Send notification to 'Notify List' uses the Notify List shown in the customer area.
Include these comments in email refers to the comments being entered in the current ticket edit session.

Billable sets the default for time sheet auto-populate.
Ticket Roster is used to assign the ticket to specific resources. The available resources are established by the Queue Manager adding people to the Queue Roster using the Invite/Manage Members option from the queue's right-click menu.
History is built at the bottom of the ticket each time it is saved.

Email Notifications from Tickets

There are special fields for invoking email notifications to the customer and the person responsible for the ticket. The customer email is set to be sent upon creation of the ticket or any time the resolution is edited. As well, a copy of the customer email can be sent to others by placing their email address in the Notify line, and clicking the Email to Notify list checkbox. The most recent Comments are not automatically added to the email sent to the customer. To have the most recent comments added to the customer email, check the Include this comment in Customer email checkbox.

The responsible notification is set to be sent whenever there is a change in who is responsible. These flags can be turned on or off manually each time the ticket is edited.