Ticket Zoom

After installation of the package many new dynamic fields will be available in the Ticket Zoom screen and in its child windows. Additionally, two new menu items are added to the ticket menu.

Ticket Zoom Screen

Ticket Zoom Screen

Priority

After installation of the package a new field is added to this window.

Ticket Priority Window

Ticket Priority Window

Impact
Select the impact level from 1 very low to 5 very high.

It is possible to add an article to the ticket if the action needs to be explained more detailed.

Additional ITSM Fields

After installation of the package a new menu item Additional ITSM Fields is displayed in the ticket menu. Clicking on this menu item will open a new window.

In this window the additional ITSM fields can be set regarding to repair and recovery start time, as well as the due date.

Additional ITSM Fields Window

Additional ITSM Fields Window

Title *
This is the title of the ticket.
Repair Start Time
Select the date and time when the problem started to be repaired.
Recovery Start Time
Select the date and time when the recovery of the problem started.
Due Date
Select the date and time as due date for the ticket.

Decision

After installation of the package a new menu item Decision is displayed in the ticket menu. Clicking on this menu item will open a new window.

In this window the decision result and the decision date can be set.

Ticket Decision Window

Ticket Decision Window

Decision Result
Select a possible result for the decision. The available decision results can be set as Dynamic Fields.
Decision Date
Select the date and time when the decision was made.

It is possible to add an article to the ticket if the action needs to be explained more detailed.

Close

After installation of the package a new field is added to this window.

Ticket Close Window

Ticket Close Window

Review Required
Select if a review is required after the ticket close.

It is possible to add an article to the ticket if the action needs to be explained more detailed.

Free Fields

After installation of the package a new field is added to this window.

Ticket Free Fields Window

Ticket Free Fields Window

Type
Select a type for the ticket.

See also

To remove this field, disable this system configuration setting:

  • Ticket::Frontend::AgentTicketFreeText###TicketType

Ticket Compose

After installation of the package a new field is added to this window.

Ticket Compose Window

Ticket Compose Window

Review Required
Select if a review is required after the ticket compose.