When you click on a ticket ID in the remberg Asset Platform (make sure to click specifically on the ID and not just the ticket, as this will load the ticket preview – more on this here), you will be directed to the ticket detail page. This detail page is divided into different sections and offers various functions, which are explained below.
Screenshot of the ticket detail page. The explanation of the
numbered sections can be found below.
1. Back arrow, Ticket ID & Status (including status and resolution time)
On the left, you can see the arrow that takes you to the ticket overview with a single click. Next to it, the unique ID of the open ticket is displayed, starting with "TK" for Ticket.
Below that, you will find the current status, which you can change directly by clicking on it. Further down, you can see the status and resolution time – more on this here.
2. Three-dot menu & Access settings
Through the three-dot menu, you can move, export or delete the ticket – assuming you have the necessary permissions.
In the access settings, you can determine which organizations should have access to the ticket via the portal. This requires that the portal is enabled.
Linked organizations automatically have access to the ticket. However, this access can be revoked individually for each organization. Additionally, you have the option to manually add other organizations to grant them access as well.
3. Properties & Information
In this section, you can view the properties and information related to the ticket. The displayed content may vary depending on the configuration. However, possible components include:
4. Times & Ticket Metadata
In this section, you can see the cumulative times for each status – additionally, the total resolution time is displayed at a glance.
Important: The resolution time includes the cumulative times for all statuses, except for the time spent in the "Waiting for external" status, as this indicates waiting for external feedback.
In the "support email" field, you can identify the email address to which the original request was sent (if it was received via email).
Below that, you can find an overview of the ticket metadata, including:
When was the ticket created?
Who created it and through which channel (e.g. email, public request, portal)?
When was the last update made?
Who made the last update?
5. Ticket Subject & Notification Bell
Here, you can find the ticket subject as well as the notification bell. By clicking on the bell, you can enable or disable notifications. When the bell is activated, you will receive all update notifications for the respective ticket.
6. Conversations, Tasks, Files & Activities
In the middle section, you get an overview of all previous conversations, including both emails and internal notes. You also have the option to add a new email or note.
Additionally, you will see the tasks associated with the ticket. Under "Files," all documents processed in relation to the ticket are displayed. In the "Activities" section, you can track the actions taken in connection with the ticket.
Note: The system remembers which tab was selected and keeps it selected when you return to a ticket detail page.
7. Associations
In this section, you will find all the associations of the ticket, including:
Organizations
Contacts
Assets
Parts
Linked Tickets
Work Orders
Note: You can link multiple organizations, contacts, assets etc.!
Note: The system remembers whether this section was expanded and keeps it expanded when you return to a ticket detail page.