Escalation View

Use this screen to view tickets in specific escalation time periods. The Escalation View screen is available in the Escalation View menu item of the Tickets menu.

This screen has three different views: small, medium and large. You can change the views with the buttons in the right side of the widget: S means small, M means medium and L means large.

Escalation View Widget Header

Escalation View Widget Header

Each view has a filter in the top of the widget to list tickets only in a specific escalation time period.

Today
Tickets, that have a deadline today.
Tomorrow
Tickets, that have a deadline tomorrow.
Next week
Tickets, that have a deadline on the next week.

Small Escalation View

This view lists tickets in a table format.

Small Escalation View Screen

Small Escalation View Screen

To limit the number of displayed tickets per page:

  1. Click on the gear icon in the top right corner of the overview header.
  2. Select the maximum number of tickets displayed per page.
  3. Click on the Save button.

To set the displayed columns and adjust order of columns:

  1. Click on the gear icon in the top right corner of the overview header.
  2. Move columns from Available Columns to Visible Columns or vice versa.
  3. Rearrange columns in Visible Columns by drag and drop.
  4. Click on the Save button.

Note

Use the filter box to find a particular column in Available Columns by just typing the name to filter.

To sort tickets by a specific attribute:

  1. Click on a column header to sort tickets by the selected attribute.
  2. Click on the column header again to change the sort order.

It is possible to filter tickets by a specific attribute, but not all attributes can be used as filter. The filterable attributes are marked with a filter icon in the column header.

To filter tickets:

  1. Click on the filter icon in the column header.
  2. Select a value for the filter.

Note

Multiple filters can be set. Active filters are marked with a bold filter icon in the column header and a trash icon is displayed in the widget header. Click on this trash icon to remove all active filters.

This view has an own menu to manage tickets. Select a checkbox in the row of a ticket to see this menu.

Small Escalation View Menu
Bulk
Bulk action for the ticket, multiple attributes can be changed (see below).
Zoom
Open the Ticket Zoom screen to see all details of the ticket.
History
A new window will be opened that displays the history of the ticket.
Note
New note can be added to the ticket.
Move
The ticket can be moved to an other queue.

Medium Escalation View

This view lists tickets in a list view format.

Medium Escalation View Screen

Medium Escalation View Screen

To limit the number of displayed tickets per page:

  1. Click on the gear icon in the top right corner of the overview header.
  2. Select the maximum number of tickets displayed per page.
  3. Click on the Save button.

Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the Small Escalation View section.

Floating Menu of Medium Escalation View

Floating Menu of Medium Escalation View

Large Escalation View

This view lists tickets in a detailed format.

Large Escalation View Screen

Large Escalation View Screen

To limit the number of displayed tickets per page:

  1. Click on the gear icon in the top right corner of the overview header.
  2. Select the maximum number of tickets displayed per page.
  3. Click on the Save button.

Hover the mouse over the ticket row, and a floating menu will appear. The floating menu has the same menu items that are already explained in the Small Escalation View section.

Floating Menu of Large Escalation View

Floating Menu of Large Escalation View

Escalation View Bulk Actions

Multiple attributes can be changed in this screen at the same time.

Escalation View Bulk Action Screen

Escalation View Bulk Action Screen