Customizing the Tickets Page

Summary

This article describes customizing the Ticket page configuration available as of EngageIP. This customization allows you to simplify your ticket lists and provides departments and personnel the means to focus on one ticket list or easily manage multiple tickets broken out by separate lists on one page.

A ticket group listing allows you to specialize your tickets page to provide one or more custom ticket lists (with only the columns you want displayed). You can define the order of the columns and limit the columns across the board (as opposed to per custom view on a role for example) to the ones that are used within your organization.

Once you have created your ticket lists they can then be sorted, filtered, etc. as normal.

An example use of this functionality is when using tickets for shipping / inventory and you want to allow for tickets to migrate through different ticket lists by changing the tickets status. You could have one list on the Tickets page called 'Shipping Tickets' (these would be tickets with status of 'Shipping') and another ticket list could be setup grouping by a status of 'Cleared'. When a ticket status is updated from shipping to cleared, the ticket would appear under a a new ticket list heading and then managed by another department.

Limitations

• Ticket group Lists are across the board, not PER role or per another object so all will see the same list boxes. Users would then need to work with saved list views and default views to minimize or filter the lists as required

• The 'Misc' option specified below simply provides a way to show ALL statuses in a particular list removing the need for one to manually enter all the status in the system

Configuration

First ensure that you have the proper Role Permissions enabled to permit you to setup the Custom Tickets page

1. Load the Setup page

2. Under the Accounts and Roles heading click Roles

3. Click on the name of your role (Admin for example)

4. Ensure the permission called TicketListGroupByStatus is enabled (check all boxes related)

Next Configure the Ticket Page Customization

1. Load the Setup page

2. Under the Ticket Settings section click on Ticket List Group By Status

3. Click Add and the page shown below will load
   
   

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   • Enter the Name of the list (this will appear on the tickets page above this list)

   • Enter the Status Value which will determine the default filter applied for tickets that are shown in the list. Note: the status needs to be the value of an existing status as entered on Ticket Status Types

     • You can enter multiple statuses if you want to match / return tickets on them, i.e. 'open;closed;resolved'

     • You can also add the keyword 'Misc' in a separate list and this will display a list of all of the rest of the statuses

   • Under the Ticket Fields heading select the columns you want displayed via the multi-select boxes (click on right side box to remove). Order cannot be assigned at this time

4. Repeat step 3 to add more grouped lists to the Tickets page

5. Once you're done adding lists click on the Tickets page to see your custom lists

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