The Case ID is the unambiguous dentifier of a ticket. It cannot be changed.
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Created
Displays the creation date of the ticket.
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Changed
Displays the last modification date of the ticket.
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State
Displays the current state of the ticket. The following states exist:
New: The ticket has been newly created and is still in it's initial phase. No processing has started yet.
In Progress: The ticket is currently being worked on. A responsible is actively analyzing or resolving the reported issue.
Queued: The ticket has been assigned to a queue and is waiting to be picked up. It has not yet been assigned for active processing.
Waiting: The ticket is in a waiting state, for example because additional information has been requested or further input is needed. Processing is temporarily paused.
Queued RnD: The ticket has been forwarded to the Research & Development (R&D) department and is waiting in their queue to be processed by the R&D team.
Waiting for Software Release: A solution for the ticket has already been developed and tested, but has not yet been deployed to the production environment. The ticket remains in this status until the relevant software update is released.
Reopened: The ticket was previously closed but has been reopened, for example because the issue has recurred or the solution was not successful.
Resolved: The ticket has been resolved, meaning a solution has been provided and the issue should be fixed. It may still be awaiting final confirmation.
Solved: The ticket is fully completed and considered definitively solved. No further action is required.
Canceled: The ticket has been canceled, for example because it was found to be irrelevant, a duplicate, or created by mistake. No further processing will take place.
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Header
Customize the existing name according to your wishes.
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Priority
Edit your ticket priority:
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Upload Document
Upload a document, photo or video to complete your description. The formats CSV, TXT, PNG, XLSX and others are supported.
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Attached Documents
Click on the icon to delete the attached document.
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Description
Click in the description field and edit the text.
The text should be a detailed summary and contain key information such as error messages, timestamps and affected users.
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Comment
Enter a comment.
Click on the button Save to save the comment.
NOTICE! You will find a detailed description of the commentary later on this page.
Click on the button Save to save the settings. Click on the button Cancel to discard the settings.
Comment function
The comment function allows ticket editors to discuss the current status of the ticket.
Ticket comment
Legend
Option / function
Description
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Header
The comment contains a heading with the date and time of creation.
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Content
Contains the unambiguous ticket ID and the ticket title.
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From
Shows who added the comment.
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To
Shows to whom the comment is addressed.
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Content
The content shows the comment and who wrote the comment.
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Comment block
A comment block contains the title, subject, from, to and content. The latest comment is always displayed at the top.
icon to delete the attached document.