When a user has a problem or question, (s)he creates a ticket in a category.

Ticket lifecyle

The status of a ticket changes, following to events performed by users or the application itself. The image below shows the lifecycle of a ticket (enlarge):
 

Ticket properties

The owner

The owner of a ticket is the user that creates the ticket, as long as it is not changed by a manager.

The manager in charge of the ticket

For each ticket, the owner of the ticket has a unique and clearly identifier interlocutor: the manager in charge of the ticket.

When a ticket is created, it is free (no manager in charge of the ticket). It can be taken by a manager, assigned to a manager by another manager, and then released again.

The status

The status of the ticket gives its position in its lifecycle.

It can opened (free, in progress, postponed ou incomplete) ou closed (cancelled, closed, approved ou refused).

The final status of a ticket is archived. 

The category

It is initially chosen by the owner of the ticket, and can later be changed by a manager.

The visibility

The visibility of a ticket can be:

• public: all the users can see the ticket (some actions of the ticket can however have a reduced visibility).
• private: only the managers, the owner of the ticket and the invited users can see the ticket, it never appears to the others users on the control panel or the search results.
• suject only: only the managers, the owner of the ticket and the invited users can see the ticket, it appears however on the control panel (but unauthorized users can not see its content), which may help in making a problem known without revealing its content.

The visibility of a ticket is set at the creation of the ticket by its creator, it can be changed at any time later by the owner or the managers.

See: Configuring the default ticket visbility 

The priority

The priority of a ticket is set at the creation of the ticket by its creator, it can be changed at any time later by the owner or the managers.

See: Configuring the default ticket priority 

The computer

The computer is an informal attribute of the ticket, set by default to the computer from which the ticket has been created.It can be changed at any time later by the owner or the managers.

Voir : Links to an external inventory application 

The time spent

The time spent is set in days, hours and minutes by the manager in charge of the ticket.

It is possible, for each department, to force managers to fill the time spent on each ticket when closing it (see 01 Departments). 

The origin

The origin of the ticket is set when creating the ticket by the application, it can be changed later by the managers.

The origins are by default:

• WEB: created using the web interface
• EMAIL: created with an email
• PHONE: created on a phone call
• OTHER: any other origin

It is possible to add other origins.