All Tickets

The All Tickets grid is a table view of system tickets. Visibility of this grid and tickets in this grid can be restricted by Role and Service Group.

1. Navigation:
2. Tickets
3. All Tickets

Customize View

The All Tickets table shows all tickets, both active and inactive. A dropdown above the table allows users to filter between all tickets, active tickets, or inactive tickets. Columns can be sorted by clicking on the column title, or filtered by using the Filter field.

Filter/Sort

Sort All Tickets table by clicking in blue header above column.  Filter tickets by entering key words in boxes of chosen column under blue header 

List Filter

The List filter drop-down at the top of the "Tickets" grid allows users to quickly filter the grid based on specific ticket relationships. There are four options: List: None (the default view), List: Tickets I Submitted, List: Tickets I'm in a Service Group For, List: Tickets I'm Following.

Accessing the List Filter

1. In the "Tickets" grid, locate the new List drop-down next to the "View: Active Tickets" filter at the top of the grid.
2. Use this drop-down to filter tickets by:
   • List: None (default; unrestricted view)
   • List: Tickets I Submitted (only the tickets you personally submitted)
   • List: Tickets I’m in a Service Group For (tickets assigned to service groups you are a member of, whether or not you are the submitter, assignee, or follower)
   • List: Tickets I’m Following (tickets where you are listed as a follower)

List: None

Before applying any list-based filters, users will see the "Tickets" grid in its default state: "List: None."

When "List: None" is selected:

• No predefined user-based filters (such as submitted, followed, or assigned tickets) are applied.
• The "Tickets" grid displays results based on your standard access permissions and any column-level filters you manually apply.
• This view gives you the full, unfiltered ticket list based on your role, site, and service group access.

List: Tickets I Submitted

Selecting "List: Tickets I Submitted"

Selecting "List: Tickets I Submitted" from the "List" filter drop-down will automatically display only the tickets you personally submitted in the "Tickets" grid. This view is designed to simplify tracking and follow-up by helping you quickly locate tickets you’ve opened, regardless of where they are assigned.

What this filter includes:

• All tickets where you are the submitter: You will see every ticket you submitted, regardless of problem type, service group, or site it belongs to.

List: Tickets I'm in a Service Group For

Selecting "List: Tickets I'm in a Service Group For"

Selecting "List: Tickets I'm in a Service Group For" from the "List" filter drop-down will automatically display only the tickets with at least one Service Group you belong to as a Service Technician or Service Admin. This view is designed to simplify tracking and follow-up by helping you quickly location tickets you’ve opened, regardless of where they are assigned.

What this filter includes:

• All tickets associated to a Service Group that include you, regardless of problem type, technician assigned, or site it belongs to.

List: Tickets I'm in Following

Selecting "List: Tickets I'm Following"

Selecting "List: Tickets I'm in a Service Group For" from the "List" filter drop-down will automatically display only the tickets you are actively following, allowing you to stay updated on progress without needing to be assigned to or responsible for the ticket

What this filter includes:

• All tickets that you are where you are included as a follower.

Conditions that apply to all List Filters

• Work with other filters: You can apply additional column filters such as "Status," "Assigned To," or "Priority" to further filter the results. When you open the filters flyout, you can reset all filters or add more.

• Export support: When exporting while this filter is active, only the visible filtered results (your submitted tickets) will be included in the export file.

  

• Grid state is preserved during session: If you click into a ticket and return to the grid, your filters, sort order, and page settings remain intact. If you log out of the system and log back in, your grid will be reset with the List options defaulting back to "List: None."

• Clear messaging when no tickets are found: If no tickets match the criteria, the grid will display the message "No records available."

  

Bulk Actions

Tickets can be modified en masse using the Bulk Action Tickets feature. Select multiple tickets using the checkbox column.

Close - allows the closing of multiple tickets at one time

Assign - allows the assignment of multiple tickets to one tech all at one time

Merge - allows merging of two or more tickets

1. Select primary ticket to merge other tickets into
2. Click box to add followers from secondary ticket(s)
3. Add comments to display in all tickets

Filter Button

The Filter button above the All Tickets table provides additional filtering options and settings.

• Filter - Choose a field to filter by. Click Apply to show the results, and Save to save the filter as a preset.
• Columns - Select which columns to show/hide in the All Tickets table.
• Presets - Once a filter has been saved as a preset, it can be viewed here. Choose a saved preset and click Apply to show the results.

Export to Excel

Export the table contents by clicking on the Export to Excel button at the top right of the table. The resulting download can be viewed in Microsoft Excel or any preferred spreadsheet application.