Tickets represent a single Issue to be addressed. A Ticket is associated with a Queue and is
composed of the following:
- An Issue to be resolved.
- The Resolution of the Issue
- The Status.
- The Assignee.
- Performance metrics for the Ticket if an SLA Item can be determined
for the Ticket Issue. These include:
- SLA Deadline - the date and time at which the Ticket should
be resolved.
- Priority - the initial Priority of a Ticket is taken from the
SLA Item. The Priority is increased through time based on
SLA Item settings if the program
escalatetickets is activated through Batch
Processing. If a Ticket Issue is changed, the Ticket Priority will be
reset and recalculated based the SLA Item performance metrics of
the new Issue from the creation time of the Ticket.
-
Next Priority Increase
Multiple Tickets may be merged together. They will be merged to the oldest Ticket in the
group.
A single Ticket may be split into multiple Tickets by creating new Tickets from Messages. For
SLA purposes, the date and time of the new Ticket will be used when determining performance
metrics for the new Ticket.
Associated with a Ticket are:
- Messages
- Notes
- Appointments
- Files
- Ticket Subscribers
