Version Ticketing Guide for Business Users. Oracle ATG One Main Street Cambridge, MA USA

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1 Version Ticketing Guide for Business Users Oracle ATG One Main Street Cambridge, MA USA

2 ATG Ticketing Guide for Business Users Document Version Service TICKETINGBUSINESSv1 04/15/2011 Copyright Copyright 1997, 2011, Oracle and/or its affiliates. All rights reserved. This software and related documentation are provided under a license agreement containing restrictions on use and disclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreement or allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute, exhibit, perform, publish, or display any part, in any form, or by any means. Reverse engineering, disassembly, or decompilation of this software, unless required by law for interoperability, is prohibited. The information contained herein is subject to change without notice and is not warranted to be error-free. If you find any errors, please report them to us in writing. If this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of the U.S. Government, the following notice is applicable: U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data delivered to U.S. Government customers are commercial computer software or commercial technical data pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, and adaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and, to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR , Commercial Computer Software License (December 2007). Oracle America, Inc., 500 Oracle Parkway, Redwood City, CA This software or hardware is developed for general use in a variety of information management applications. It is not developed or intended for use in any inherently dangerous applications, including applications that may create a risk of personal injury. If you use this software or hardware in dangerous applications, then you shall be responsible to take all appropriate fail-safe, backup, redundancy, and other measures to ensure its safe use. Oracle Corporation and its affiliates disclaim any liability for any damages caused by use of this software or hardware in dangerous applications. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark licensed through X/Open Company, Ltd. This software or hardware and documentation may provide access to or information on content, products, and services from third parties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kind with respect to third-party content, products, and services. Oracle Corporation and its affiliates will not be responsible for any loss, costs, or damages incurred due to your access to or use of third-party content, products, or services. For information about Oracle s commitment to accessibility, visit the Oracle Accessibility Program website at Oracle customers have access to electronic support through My Oracle Support. For information, visit or visit if you are hearing impaired.

3 Ticketing Guide for Business Users μ Contents 1 Introduction 1 Audience 1 Documentation Conventions 1 Related Documentation 1 Browser and Environment Requirements 2 2 ATG Ticketing Overview 3 About ATG Ticketing 3 ATG Ticketing Features 3 Requirements 4 Key Terms and Concepts 4 3 ATG Ticketing Layout 7 Service Center 7 Global Context Area 7 Ticketing Side Panels 9 Next Steps Panel 9 Helper Panels 9 Tickets Tab 11 My Tickets 11 Ticket Search 12 Ticket Details 14 Customers Tab 18 Customer Search 18 Customer Management 19 Contribute Tab 22 Research Tab 22 Respond Tab 23 4 Working with the Global Context Area 25 Active Tickets 25 Viewing Active Tickets 25 Adding a Ticket Note 25 Adding a Call Activity Note 26 Ticket 27 Viewing the Current Ticket 27 iii Contents

4 μ Ticketing Guide for Business Users Viewing Details for the Current Ticket 27 Saving the Current Ticket 27 Customer 27 Viewing Customer Profile information 27 Global Context Area Viewing Customer Profile Details 27 5 Working with Tickets 29 Searching for Tickets 29 Ticket Quick Search 29 Ticket Advanced Search 30 Creating a New Ticket 31 Modifying (Work on) a Ticket 33 Associating a Ticket 34 Closing a Ticket as a Duplicate 35 Working with Multiple Tickets/Windows 36 6 Working with Customers 37 Searching for Customers 37 Creating a New Customer 39 Linking a Customer to a Ticket 39 Changing a Customer Password 40 7 Working with Next Steps 41 Closing a Ticket 41 Deferring a Ticket 42 Escalating a Ticket 43 Printing a Ticket 44 Reassigning a Ticket 44 Releasing a Ticket 45 Reopening a Ticket 46 Sending a Ticket to a Group 46 8 Working with Ticket Tasks 49 Working with My Tickets 49 Working with All Tickets 50 9 ATG Ticketing and ATG Self Service 51 About ATG Self Service 51 Creating a Ticket (by Customer) 51 Viewing a Ticket (by Customer) 52 Closing a Ticket (by Customer) 52 Index 53 iv Contents

5 Ticketing Guide for Business Users μ 1 Introduction This guide is designed to help business users understand and work with ATG Ticketing, using the Service Center user interface. Audience This guide is designed to help business users and managers understand and work with ATG Ticketing using the Service Center user interface. Documentation Conventions The following conventions are used in this manual: Home Directories <ATG10dir> The directory where you installed ATG For example, the default location for UNIX installations is C:/ATG/ATG Menu Navigation The > (greater than) symbol indicates menu choices. For example, File > Save means you should select the Save option on the File menu. Related Documentation Guide Title ATG Knowledge Guide for Business Users Description Designed to help business users understand and work with ATG Knowledge and the Service Center user interface. Describes how to perform typical tasks such as searching for content, creating complex search queries, authoring content, sending content by , and viewing reports. 1 - Introduction 1

6 μ Ticketing Guide for Business Users Note: Click the Documentation link in the Service Center Utilities menu to access additional ATG Service documentation. Browser and Environment Requirements For information about the supported browsers, environments, and configurations, see Users should enable cookies and scripting in the browser they use to access ATG Service Administration Introduction

7 Ticketing Guide for Business Users μ 2 ATG Ticketing Overview This section provides an overview of ATG Ticketing. About ATG Ticketing Tickets represent customer inquiries or events (issues, cases, incidents). ATG Ticketing provides you with the ability to record and track customer and transaction driven inquiries and events received through call center, order placement, and similar applications. Depending on the other ATG applications currently in use within your organization, ATG Ticketing related items and features can be accessed from the Service Center user interface tabs and panels, including: Tickets tab - for creating and modifying tickets Customers tab - for creating and modifying customer profiles Tasks tab - for working with ticket tasks ATG Ticketing Features Ticketing allows you to perform the following actions. Whenever you deal with a customer, you work with a ticket. While you re working, there is always an active ticket. If you have not yet saved the ticket, the ticket is known as a transient ticket. If you have saved the ticket, the ticket is known as a persistent ticket. Whenever you work with Service Center, you are working on a ticket. When you make changes, leave Service Center or perform other actions, you may be prompted with ticket disposition options. Disposition options change the state of the ticket. Creating and Modifying Tickets You can create a new ticket by performing one of the following tasks: Manual creation of tickets by clicking on the Create New Ticket link Auto creation of tickets by performing an action, such as creating a new customer, that creates a ticket Whenever you work within Service Center, you are working on a ticket. If you make changes to a user account, or make a note or access information, you modify the ticket. You can also specifically modify tickets by: 2 - ATG Ticketing Overview 3

8 μ Ticketing Guide for Business Users Associating tickets with other tickets this allows you to associate actions. For example, you can associate two separate tickets for one customer, allowing you to see a customer history Escalating tickets for higher service levels you can escalate a ticket to be reviewed by a supervisor or manager. Closing tickets as duplicates of other tickets it is also possible to close duplicate tickets, or to identify a ticket as a duplicate of another Working with Ticket Tasks When working with tickets you can work with tasks that are specific to that ticket. You can claim a ticket task as your own, indicating that you are taking action that will affect the ticket. You can also sort ticket task lists by ticket status or by ticket assignment. Whenever you work with a ticket, the ticket disposition changes and you may be prompted to perform an action to save the ticket information. Creating and Modifying Customer Profiles Whenever you work with a customer, you are working with a ticket. Viewing customer information in the customer profile screen, or modifying customer information is logged and stored within a ticket. Whenever you create a new customer, you are creating anew ticket. Requirements For ATG product supported environments and configuration information, go to: Note: Ensure that you have enabled browser cookies and scripting to access ATG Ticketing and the Service Center user interface. Key Terms and Concepts The following are terms and concepts used throughout this guide: Defer Next step action to postpone work on a ticket for a later date/time. The ticket status shown after a ticket has been deferred is Pending. Escalate An attribute related to the assignment of a ticket or solution. You can escalate a ticket for further attention, work, and/or assignment ATG Ticketing Overview

9 Ticketing Guide for Business Users μ Group Depending on your group definitions, groups (ticket queues) can be set by the Administrator to segment and/or designate ticket ownership and assignment. Reason Codes In order to identify, differentiate, and/or track certain ticket actions and status changes, ATG Ticketing requires reason codes when changing a ticket assignment or ticket escalation level. Reassign Reassign allows a user or Administrator to select another user to work on the ticket. The current ticket ownership is released and the newly assigned user assumes ownership of the ticket. Release Ticket Release Ticket allows you to release individual ownership or a ticket assignment and send the ticket to the ticket owning group (ticket queue). Send to Group Select to assign a ticket to a ticket owning group (ticket queue). The current ticket ownership is released and the assigned group assumes ownership. Solution Solutions are answers, suggestions, workarounds, or responses to queries, incidents, or problems. Solutions are stored in the knowledgebase for information sharing. Source Source refers to where the ticket or activity originated. Source can be customer, user, or system generated (such as a ticket status change, or reassignment). Ticket Claim Status Ticket Claim Status indicates the condition of the ticket work assignment. Ticket Status Ticket Status indicates the current condition of a ticket (such as Closed, Closed as Duplicate, Open, Pending). 2 - ATG Ticketing Overview 5

10 μ Ticketing Guide for Business Users ATG Ticketing Overview

11 Ticketing Guide for Business Users μ 3 ATG Ticketing Layout This section provides an overview of ATG Ticketing and related tabs and panels. Service Center Service Center contains the tabs and panels related to ATG Ticketing items and features. This is the physical working space for ATG Ticketing and/or other ATG Service applications. Global Context Area The Global Context area provides a quick view of current active tickets, ticket activities, and customer profile information. The Global Context area is always displayed as the top panel in Service Center. See Working with the Global Context Area. Note: If working with an unsaved ticket, the Global Context area is displayed, but without a ticket identification number or customer profile name. The Global Context area includes: 3 - ATG Ticketing Layout 7

12 μ Ticketing Guide for Business Users Global Context Area Item Active Tickets Description Displays the current assigned and active tickets. Click Active Tickets to display the Active Tickets list in the Global Context area. Click a ticket identification number in the Active Tickets list to change the current working ticket. Click the Ticket identification link in the Global Context area to display the Ticket Details pane. Ticket Displays the ticket identification number of the current working ticket and an icon that saves the current working ticket. Click Ticket to display details for the current ticket. Click the ticket identification number to display the Ticket Details panel. Click the Save icon to save the current working ticket. Customer Displays the customer profile name linked to the current working ticket. Click Customer to display customer profile information in the Global Context area. Click the customer name to display the Customer Management pane. Note: Customer information contained in Customer Pane is customer profile information stored in the customer profile repository. See Customer Management Customer Information. Add Note. Click to add a ticket note to the ticket. Add Call Note. Click to add a call note to the ticket. <maximize/minimize>. Click to maximize/minimize the Global Context area to display ticket activities. Note: Ticket activities can also be viewed in the Ticket Activity panel in the Ticket Details pane. Filter Select to filter ticket activities by activity type. See Ticket Activity ATG Ticketing Layout

13 Ticketing Guide for Business Users μ Ticketing Side Panels Side panels are displayed in the right pane of the Service Center and are designed to serve as additional navigation tools to other tabs and information available within Service Center (such as ATG Knowledge). Note: Side panels displayed will vary depending on the ATG Service applications currently in use with ATG Ticketing. Next Steps Panel The Next Steps panel provides a menu of potential next step actions while working on a ticket, a customer profile, or ticket tasks. Next Steps items displayed in the Next Steps panel will vary depending on the current working state of the ticket, task, or customer profile. For example, if you are not working on a ticket in the Tickets tab, you will see next step actions including Create New Ticket and Work on Ticket. If you choose to create a new ticket, additional next steps become available in the Next Steps panel such as Save Ticket, Close Ticket, and Defer Ticket. See Working with Next Steps. Helper Panels Helper panels are displayed in the right pane below the Next Steps panel in Service Center. These panels include information that may be useful while navigating through Service Center. Note: Helper panels can be minimized to show only the panel heading (by clicking the minimize icon), or removed from view (by clicking the close icon). Panels that are removed from view are stored and listed in Available Panels for later use. You can restore removed panels by clicking the panel title in Available Panels. 3 - ATG Ticketing Layout 9

14 μ Ticketing Guide for Business Users Find by ID The Find by ID panel provides an alternative to the Ticket Search to search for a ticket using a ticket ID. To search for a ticket using the Find by ID panel: Type a ticket ID number in the Ticket text box, and then click Find. The ticket is displayed in read-only view of the Ticket Details pane. Note: If using both ATG Knowledge and ATG Ticketing, the Find by ID panel is available to search for tickets and for solutions by ID. See the ATG Knowledge Guide for Business Users for information about working with solutions and ATG Knowledge. Recent Tickets The Recent Tickets panel displays the most recent tickets worked on or viewed in Service Center. Recent Tickets information includes: Ticket ID Description Ticket Status To display recently worked on tickets only, click Worked Tickets. To display recently worked on and recently viewed tickets, click Viewed Tickets. Note: Click the ticket identification number to open the ticket in read-only view of the Ticket Details pane ATG Ticketing Layout

15 Ticketing Guide for Business Users μ Tickets Tab Ticket related tasks are assigned to individual users and/or groups. A user can select a ticket to work on at any time by selecting the ticket from their ticket task list, and then clicking Work on Ticket. My Tickets My Tickets contains a list of tickets assigned to an individual user. The My Tickets panel includes: My Tickets Item Refresh (button) Interaction Icon ID Description Click to refresh the My Tickets list. Displays the last inbound communication channel type for the ticket. Displays the ticket identification number. Click to open the Ticket Details pane. Act Description Displays the number of ticket activities recorded for that ticket. Displays the ticket description. Group Displays the ticket owning group (ticket queue). Esc Displays the ticket escalation level. 3 - ATG Ticketing Layout 11

16 μ Ticketing Guide for Business Users My Tickets Item Status Due Date Description Displays the ticket status. See Ticket Status for more information. Displays the due date and time. Ticket Search Search for tickets using either Quick Search (ticket identification number) or Advanced Search from the Ticket Search pane. See Searching for Tickets. Note: An advanced ticket search can be performed using customer information. Customer information searched using advanced ticket search attributes is based on customer information stored within an individual ticket only. This information is not related to customer profile information stored in the ATG customer profile repository. See Customer Search for more information about searching using customer profile information. Quick Search Search for an existing ticket using the ticket identification number. Quick Search attributes include: Quick Search Attribute Ticket ID Find (button) Description Select the ticket by the ticket ID. Search for tickets based on ticket ID. Advanced Search Search for an existing ticket using advanced search ticket attributes. See Searching for Tickets. Note: You must select at least one Advanced Search attribute to perform an advanced search. Searching using the ticket ID number will override any other search criteria entered in the Advanced Search panel. Advanced Search attributes include: Advanced Search Attribute Status Description Search for tickets using a ticket status. Note: All Open Statuses includes tickets with a status of Open, Pending, and/or Reopened. Group Search for tickets using a group name ATG Ticketing Layout

17 Ticketing Guide for Business Users μ Advanced Search Attribute Escalation Level First Name Last Name Phone Description Assigned Agent Created Date Description Search for tickets using an escalation level. Search using customer information stored within a ticket (Customer Information in Ticket). Note: Customer information searched using advanced ticket search attributes is based on customer information stored within an individual ticket only. This information is not related to customer profile information stored in the ATG customer profile repository. See Customer Search for more information about searching using customer profile information. Type a word or phrase to search using ticket description information. Select to search using an assigned Ticketing agent/user name. Select to search for tickets: By range Select the In the past option, and then select a date range from the drop-down list (for example; Month) to search using a ticket creation date range. or By specific date(s) Select the From option, and then type a specific date (mm/dd/yyyy), or date range, to search using specific ticket creation date(s). Note: You can also click the calendar icon to select a specific date. Last Modified Date Select to search for tickets: By range Select the In the past option, and then select a date range from the drop-down list (for example; Month) to search using a ticket last modified date range. or By specific date(s) Select the From option, and then type a specific date (mm/dd/yyyy), or date range, to search using specific ticket last modified date(s). Note: You can also click the calendar icon to select a specific date. Find (button) Click to search for tickets based on advanced ticket search attributes. 3 - ATG Ticketing Layout 13

18 μ Ticketing Guide for Business Users Ticket Search Results The Ticket Search Results panel displays the ticket ID and/or a list of tickets and associated tickets based on ticket search criteria. See Searching for Tickets. The Ticket Search Results panel includes: Ticket Search Results Item Ticket ID Description Displays the ticket identification number. Click to view the Ticket Details pane. Copy Ticket ID#. Click to copy the adjacent ticket identification number. Note: By default, Copy and Paste using Firefox will throw errors. In order to use these functions you must modify your browser preferences in Firefox. For an example see Description Created Date Status Customer Information Customer Information in Ticket Associated Tickets Displays the ticket description. Displays the ticket creation date. Displays the ticket status. Expand to view customer profile information linked to the ticket. Expand to display customer information stored within the ticket. Note: Customer Information in Ticket is customer information stored within an individual ticket only. This information is not related to customer profile information stored in the ATG customer repository. Expand to view a list of tickets associated with the current ticket. Click an associated ticket ID to view the associated ticket in read-only view of the Ticket Details pane. Ticket Details The Ticket Details pane is displayed after opening an existing ticket. The Ticket Details pane includes: Ticket Summary Ticket Details - Customer Information Ticket Activity ATG Ticketing Layout

19 Ticketing Guide for Business Users μ Ticket Summary The Ticket Summary panel contains ticket information including ticket notes, associated tickets, ticket activity, and the customer information stored within the ticket. Note: Customer information modified and stored in the Ticket Summary is customer information stored within the individual ticket only. This information is not related to customer profile information stored in the ATG customer profile repository. See Customer Management Customer Information for more information about customer profile information. The Ticket Summary panel includes: Ticket Summary Item ID Description Displays the ticket identification number. Copy Ticket ID#. Click to copy the adjacent ticket identification number. Note: By default, Copy and Paste using Firefox will throw errors. In order to use these functions you must modify your browser preferences in Firefox. For an example see Source Assigned to Escalation Level Created Last Modified Due Date Displays the source of the ticket. Displays the name of the user assigned to work on the current ticket. Displays the escalation level for the ticket. Displays the date the current ticket was created. Displays the date the ticket was last modified or worked on. Displays the ticket due date. Associate Ticket. Click to associate another ticket (by ID) with the current ticket. Close Ticket as Duplicate. Click to close the ticket as a duplicate of an existing ticket. Edit Ticket. Click to edit Ticket Summary information. Save Ticket. Click to save changes made to the Ticket Summary (available after Ticket Summary is in edit view). Status Group Displays the ticket status. Displays the assigned owning group (ticket queue) for the current ticket. 3 - ATG Ticketing Layout 15

20 μ Ticketing Guide for Business Users Ticket Summary Item Priority Description Displays the ticket priority. Select a ticket priority from the Priority drop-down list. Description Displays the ticket description. Modify ticket description as necessary in the Description text box. Customer Information In Ticket: First Name Last Name Phone Address Displays customer information. Modify customer information using the corresponding customer information fields. Note: Customer information modified and stored in the Ticket Summary is customer information stored within the individual ticket only. This information is not related to customer profile information stored in the ATG customer profile repository. See Customer Management Customer Information for more information about customer profile information. City State Country Zip Code Associated Tickets Ticket Notes Expand to view tickets associated with the current ticket. See Associating a Ticket. Expand to view ticket notes associated with the ticket. Type additional information related to the ticket. Share with Customer Select the Share with Customer check box to make Ticket Notes available to customers (displays as a Public Note in the Ticket Activity panel). Note: Selecting the Share with Customer check box makes the note public and available to customers using your Self Service site. Add (button) Click to add Ticket Notes to the Ticket Summary. Note: Items listed are read-only in the Ticket Summary until the ticket is in an editable state. Click Work on Ticket in the Next Steps panel, and then click the Edit Ticket button. Ticket Details - Customer Information The Ticket Details pane Customer Information panel contains customer profile information linked to the ticket. See Customer Management -Customer Information ATG Ticketing Layout

21 Ticketing Guide for Business Users μ The Customer Information panel includes: Customer Information Item Profile ID Customer Name Date of Birth Phone Login Name Address Membership Description Customer profile identification number. Displays customer name (First, Middle, and Last name). Displays the customer address. Displays customer date of birth. Displays the customer telephone number. Displays the customer log in name. Expand to display the customer address. Expand to display customer membership information. Link Customer. Click to link an existing customer profile to the ticket. Create New Customer. Click to create a new customer profile. Ticket Activity The Ticket Activity panel contains a summary of ticket activities. Information contained within the Ticket Activity panel includes inbound and outbound interactions and communication (such as , phone, and SMS messages), and system or user/agent generated activities (such as ticket status changes and assignments). Ticket related activities recorded and tracked from other ATG applications (such as ATG Commerce Service Center) are also displayed in the Ticket Activity panel. Note: The Ticket Activity panel is sorted in reverse chronological order (most recent activity first) by default. The Ticket Activity panel includes: Ticket Activity Item Filter Description Select an Activity Type from the Filter drop-down list to filter the Ticket Activity results by activity. Note: Depending on the other ATG applications you are using with ATG Ticketing, some activity types may, or may not, be available in the Ticket Activity list. 3 - ATG Ticketing Layout 17

22 μ Ticketing Guide for Business Users Ticket Activity Item Type Source Activity Date Description Indicates the type of activity. Displays the source of the activity (user or customer name, or other activity source such as a system message). Displays the activity description. Displays the date and time the ticket activity occurred. Customers Tab The Customers tab creates a centralized location where you can perform customer-based tasks, such as searching and editing customer information. Customer Search Customer Search allows you to search for customers using customer profile information. See Searching for Customers. Note: Customer information contained in Customer Search view is based on customer profile information stored in the ATG customer profile repository. You must be using ATG profiles in order to create, view, and manage customer profile information. Customer Results The Customer Results panel displays customer information (including linked tickets) based on customer profile search criteria. Customer Results includes: Customer Results Item Description Click to view the ticket history and order history linked to the customer profile. Click a ticket ID to display the Ticket Details pane. Click an order ID to display the Order Details pane. Login Displays the customer profile identification number. Click the Login ID to view the customer profile in Customer Management view ATG Ticketing Layout

23 Ticketing Guide for Business Users μ Customer Results Item Last Name First Name Phone Number Postal Code Select Description Displays the customer last name. Displays the customer first name. Displays the customer telephone number. Displays the customer address. Displays the customer postal code. Click the Select link to open the customer profile for editing in Customer Management view. Customer Management The Customer Management pane is displayed after opening an existing customer profile. The Customer Management pane includes: Customer Management - Customer Information Ticket History Order History Customer Management - Customer Information The Customer Information panel contains customer profile information. Customer information can be viewed in: Read-only view Edit view Note: Click the Select Customer link in read-only view to change Customer Information to edit view. The Customer Information panel includes: Customer Information Item Description Save Customer Information. Displayed in edit view only. Click to save changes made to customer information in edit view. Cancel. Displayed in edit view only. Click to cancel any changes made to customer information. 3 - ATG Ticketing Layout 19

24 μ Ticketing Guide for Business Users Customer Information Item Description Reset Password. Displayed in edit view only. Click to reset customer password. Profile ID First Name Last Name Middle Name DOB Displays the customer profile identification number (in read-only view). Type or modify customer first name in the First Name text box. Type or modify customer last name in the Last Name text box. Type or modify customer middle name in the Middle Name text box. Type customer date of birth in the DOB (date of birth) text box (mm/dd/yyyy). or Click the calendar icon to select a specific date. Gender Phone Login Name Home Address Country State Zip Code Member Receive Type or modify customer address in the text box. Select customer gender from the Gender drop-down list. Type or modify customer telephone number in the Phone text box. Type or modify customer login name in the Login Name text box. Type or modify customer street address in the Home Address text box. Type or modify customer country in the country text box. Select customer state from the State drop-down list. Type or modify customer zip or postal code in the Zip Code text box. Select whether or not the customer is a member or registered user. Select whether or not the customer would like to receive . Read-only in Edit view: Registration Last ed Displays customer registration. Displays the date of the last sent to the customer (if applicable). Ticket History The Ticket History panel contains a detailed list of tickets related to the current customer profile ATG Ticketing Layout

25 Ticketing Guide for Business Users μ The Ticket History panel includes: Ticket History Item Filter Description Select a filter type from the Filter drop-down list to filter the Ticket History results. Note: Selecting a filter will refresh the ticket list, showing only those tickets that match the selected filter type criteria. ID Displays the ticket identification number. Click to open the ticket in Ticket Summary view. Copy Ticket ID#. Click to copy the adjacent ticket ID to the clipboard. Note: By default, Copy and Paste using Firefox will throw errors. In order to use these functions you must modify your browser preferences in Firefox. For an example see Act Description Priority Age <claim status icon> Status Created Due Date Displays the number of ticket activities recorded for that ticket. Displays the ticket description. Displays the ticket priority. Displays the length of time the ticket has been open (if ticket is open). Indicates ticket claim status. Displays ticket status. Displays the ticket creation date and time. Displays the ticket due date. Order History The Order History panel contains a detailed list of orders related to the current customer profile. Note: Orders are displayed if using ATG Commerce Service Center and Ticketing. See the ATG Commerce Service Center User Guide for more information and instructions about working with ATG Commerce Service Center. The Order History panel includes: 3 - ATG Ticketing Layout 21

26 μ Ticketing Guide for Business Users Order History Item Description Displays the details of the selected order / scheduled order. ID Displays the order identification number. Click to display the Order Details pane. Items Total Summary Status Order Date Created Displays the number of items associated with the order. Displays order total. Displays the order summary. Displays the status of the order. Displays the date the order was submitted. Displays the date the order was created. Contribute Tab Solutions written and saved using the Contribute tab can be linked and/or unlinked to tickets. Linked solutions are displayed as activities in the Ticket Activity panel. When viewing a solution from the Research tab, you can also view a list of any associated tickets from the Associated Tickets panel. See the ATG Knowledge Guide for Business Users for information and instructions about working with solutions and the Contribute tab. Research Tab Information captured during an ATG Knowledge session using the Research tab can be linked and/or unlinked to a ticket. Knowledge research items are displayed as Research Session activities in the Ticket Activity panel. When viewing a solution from the Research tab, you can also view a list of any associated tickets from the Associated Tickets panel. See the ATG Knowledge Guide for Business Users for information and instructions about working with solutions and the Research tab. Information captured in ATG Knowledge includes: Search Criteria Recently Viewed Linked Documents ATG Ticketing Layout

27 Ticketing Guide for Business Users μ Rejected Documents Respond Tab Information can be sent to customers by using the Respond tab. Use the features available on the Responses sent to customers using the Respond tab are recorded as ticket activities in the Ticket Activity panel. 3 - ATG Ticketing Layout 23

28 μ Ticketing Guide for Business Users ATG Ticketing Layout

29 Ticketing Guide for Business Users μ 4 Working with the Global Context Area The Global Context area is displayed at the top of the Service Center and serves as a placeholder for the current working ticket, relevant working ticket customer profile information, and for active tickets assigned to the current user. When working within the Service Center, you can view the working ticket activities, return to the working ticket details or linked customer profile information, and/or add notes to the working ticket using the Global Context area. Active Tickets Active Tickets displays the current assigned and active tickets. Any ticket that is open, assigned to the current user, and is currently being worked on will be displayed as an active ticket in the active tickets list. Note: A ticket is defined as being worked on when a user has chosen the Work Ticket Next Step, or when the ticket has been automatically pushed to the user. Viewing Active Tickets To display the Active Tickets list in the Global Context area: 1. From the Global Context area, click Active Tickets. The Global Context area expands to display the Active Tickets list. 2. Click a ticket identification number in the Active Tickets list. 3. Click the ticket identification number in the Global Context area to display the Ticket Details pane. 4. The Ticket Details pane is displayed (Tickets tab). Adding a Ticket Note To add a note to the current working ticket: 1. Click the Add Note button in the Global Context area. The Enter Note pop-up window is displayed. 4 - Working with the Global Context Area 25

30 μ Ticketing Guide for Business Users 2. In the Enter Note pop-up window, select the Share with Customer check box to make Ticket Notes available to external customers. Selecting the Share with Customer check box makes the note public and available to customers using your Self Service site. 3. Type a note related to the ticket in the Enter Note text box, and then click OK. Ticket notes are available to view from the Ticket Details pane Ticket Summary panel. Note: Ticket notes are recorded as ticket activities and are available to view from the Global Context area, the Ticket Activity panel, and the Ticket Notes section of the Ticket Summary panel. Adding a Call Activity Note To add a call activity note to the current ticket: 1. Click the Add Call Note button in the Global Context area. The Add Call Note pop-up window is displayed. 2. Select or clear the Inbound Call check box. Selecting the Inbound Call check box marks the call note type as an inbound telephone call activity in the Ticket Activity list. Clearing the Inbound Call check box will mark the call note type as an outbound telephone call activity in the Ticket Activity list. 3. Select the Share with Customer check box to make call activity note information available to external customers. Selecting the Share with Customer check box makes the note public and available to customers using your Self Service site. 4. Type call activity information in the Enter Note text box, and then click OK. Call notes are recorded as ticket activities available to view from the Global Context area, the Ticket Activity panel, and the Ticket Notes section of the Ticket Summary panel Working with the Global Context Area

31 Ticketing Guide for Business Users μ Ticket The Ticket Global Context area provides information on the current ticket. Viewing the Current Ticket To view the current ticket, click the ticket number in the Global Context area. The ticket information is displayed in the Ticket Summary panel. Viewing Details for the Current Ticket To view the details for the current tickets, click Ticket in the Global Context area. The ticket details are displayed above the Ticket Summary panel. To hide the ticket details, click Ticket again. Saving the Current Ticket To save the current ticket, click the Save icon located on the Global Context area. Customer The Customer section of the Global Context area allows you to access customer information, as well as to identify the name of the current customer. Viewing Customer Profile information To view customer profile information linked to the current working ticket, click Customer in the Global Context area. The customer profile information is displayed in the Global Context area. Global Context Area Viewing Customer Profile Details To view customer profile details linked to the current working ticket, click the customer name in the Global Context area. The Customer Management pane is displayed (Customers tab). 4 - Working with the Global Context Area 27

32 μ Ticketing Guide for Business Users Working with the Global Context Area

33 Ticketing Guide for Business Users μ 5 Working with Tickets This section contains information and instructions for working with tickets in Service Center. Searching for Tickets Search for tickets using ticket attributes using: Quick Search Advanced Search Ticket Quick Search To search for an existing ticket using a ticket ID: 1. Click the Tickets tab. The Ticket Search pane is displayed. Type the ticket ID in the Quick Search text box, and then click Find. The ticket search results are displayed in the Search Results panel. See Ticket Search Results for more information. 2. From the Search Results panel, you can: Click the Ticket ID number to open the Ticket Details pane in read-only view, or click the Work on Ticket icon to open the Ticket Details pane in edit view. Expand Customer Information to view customer profile information related to the ticket. Expand Customer Information In Ticket to view contact information stored within the ticket. Expand Associated Tickets to view and/or work on associated tickets (click an associated Ticket ID number to open the Ticket Details pane in read-only view, or click the associated ticket Work on Ticket icon to open the Ticket Details pane in edit view). 5 - Working with Tickets 29

34 μ Ticketing Guide for Business Users 3. Continue with Next Steps. See Modifying (Work on) a Ticket. or To return to Ticket Search, click Back to Ticket Search in the Next Steps panel. Ticket Advanced Search To search for tickets using advanced search attributes: 1. Click the Tickets tab. The Ticket Search pane is displayed. 2. Type and/or select advanced ticket attributes for your search, and then click Find. The ticket search results are displayed in the ticket Search Results panel. See Ticket Search Results for more information. Advanced ticket search attributes include: Status Group First Name, Last Name Escalation Level Created Date Last Modified Date You must select at least one Advanced Search attribute to perform an advanced ticket search. Searching using a ticket ID (Quick Search) will override any other search criteria entered in the Advanced Search panel. Note: Customer information searched using advanced ticket search options is based on customer information stored within an individual ticket only. This information is not related to customer profile information stored in the ATG customer repository. See Customer Search for more information about searching using customer profile information. 3. From the Ticket Search Results panel, you can: Click the Ticket ID number to open the Ticket Details pane in read-only view, or click the Work on Ticket icon to open the Ticket Details pane in edit view. Expand Customer Information to view customer profile information related to the ticket. Expand Customer Information In Ticket to view contact information stored within the ticket. Expand Associated Tickets to view and/or work on associated tickets. Click an associated Ticket ID number to open the Ticket Details pane in read-only view, or click the associated ticket Work on Ticket icon to open the Ticket Details pane in edit view. 4. Continue with Next Steps. See Modifying (Work on) a Ticket. or Working with Tickets

35 Ticketing Guide for Business Users μ To return to Ticket Search, click Back to Ticket Search in the Next Steps panel. Creating a New Ticket Create a new ticket from associated ATG Service applications by clicking Create New Ticket in the Next Steps panel. From the Tickets Tab To create a new ticket: 1. From the Next Steps panel, click Create New Ticket. You are prompted to save or discard any Research Sessions you may have open. Note: For ATG Knowledge customers only. See the ATG Knowledge Guide for Business Users for more information about Research Sessions and working with ATG Knowledge. 2. Click Cancel to save your Research Session, or click OK to continue creating a new ticket. If you click OK, the Ticket Details pane is displayed. The Ticket Details pane contains customer, ticket summary, and ticket activity information. 3. Complete the information in the Ticket Summary panel as required, including: Ticket Description Customer Information (in Ticket) Priority Note: Customer information modified and stored within the Ticket Summary is applicable to the individual ticket only (Customer Information In Ticket). This information is not related to customer profile information stored in the ATG customer repository and can not be used for a customer search. See Customer Management Customer Information for more information about customer profile information. 5 - Working with Tickets 31

36 μ Ticketing Guide for Business Users 4. Click Save Changes in the Ticket Summary panel to save the ticket and summary information. The Ticket Summary information is saved, a ticket identification number is created, and the Ticket Summary is redisplayed in read-only view. To edit the Ticket Summary, click Edit Ticket in the Ticket Summary panel. 5. To associate the new ticket with an existing ticket, click the Associate Ticket button in the Ticket Summary panel. See Associating a Ticket. You can view the list of associated tickets by expanding the Associated Tickets section of the Ticket Summary panel. 6. To close the ticket as a duplicate of an existing ticket, click Close as Duplicate Ticket in the Ticket Summary panel. See Closing a Ticket as a Duplicate. 7. To add notes to the ticket, expand the Ticket Notes section of the Ticket Summary panel. Type notes and information related to the ticket in the Ticket Notes box. 8. Select or clear the Share with Customer check box and then click Add. Selecting the Share with Customer check box makes the note public and available to customers using your Self Service site. You can view Ticket Notes by expanding the Ticket Notes section of the Ticket Summary panel. 9. From the Ticket Details Customer Information panel, you can either link an existing customer profile with the new ticket, or create a new customer profile. See Linking a Customer to a Ticket and/or Creating a New Customer Working with Tickets

37 Ticketing Guide for Business Users μ Note: You are not required to link customer profile information to a ticket. However, customer profile information contains and login information required for creating customer password information for use on your Self Service site. 10. Continue with Next Steps. You must select a Next Step to clear the current ticket from the Service Center and continue working with ATG Ticketing, or select another ticket from the Active Tickets list to change the current ticket view. See Working with Next Steps. To work using multiple tickets and multiple ticket windows, see Working with Multiple Tickets/Windows. Modifying (Work on) a Ticket To modify and existing ticket: 1. Search for an existing ticket, or select a ticket from the Active Tickets list. 2. If necessary, from the Ticket Details pane, click Work on Ticket in the Next Steps panel. Note: If the ticket is already assigned to you and available in the Active Tickets list, clicking Work on Ticket may not be required. 5 - Working with Tickets 33

38 μ Ticketing Guide for Business Users 3. From the Ticket Summary panel, click Edit Ticket to modify the Ticket Summary information. See Ticket Summary for more information. 4. From the Customer Information panel, click Edit Customer to modify customer profile information. The Customer Management Customer Information panel is displayed. From here you can edit customer profile information, and change the customer password as necessary. See Customer Management Customer Information. 5. Continue with Next Steps, or select another ticket from the Active Tickets list. See Working with Next Steps. Associating a Ticket An associated ticket is a ticket that is related to another ticket. You can associate multiple tickets to one ticket, or one ticket to multiple tickets. Note: By default, the list of Associated Tickets contained within the Customer Results panel (Customers tab) only displays the two most recent associated tickets. Click the customer name to view the customer profile and view all of the tickets for the customer in the Ticket History list. The Associated Tickets panel includes: Associated Tickets Item Type Ticket ID Description Displays the ticket channel type. Displays the ticket identification number. Click to open the ticket in Ticket Summary view. Description Age Claimed Status Created Displays the ticket description. Displays the age of the ticket (days and hours). Displays the ticket claim status. Displays the ticket status. See Ticket Status for more information. Displays the ticket creation date and time. To associate a ticket with another ticket: 1. From a working ticket, click Associate Ticket in the Ticket Summary panel. The Associate Ticket pop-up window is displayed Working with Tickets

39 Ticketing Guide for Business Users μ 2. Type the identification number of the ticket you want to associate with the working ticket, and then click OK. The Associated Tickets list is updated in the Ticket Summary panel. Expand the Associate Tickets panel to view the associated ticket list. Closing a Ticket as a Duplicate To close a ticket as a duplicate of an existing ticket: 1. From a working ticket, click Close as Duplicate Ticket in the Ticket Summary panel. The Close as Duplicate pop-up window is displayed. 2. Type the identification number of the duplicated ticket in the Duplicate Of box, and then click OK. The ticket status is changed to Closed(Closed as Duplicate) and the ticket ownership is released. The Ticket Details pane is redisplayed. Note: You can reopen a ticket after it has been closed by clicking Reopen Ticket in the Next Steps panel. 5 - Working with Tickets 35

40 μ Ticketing Guide for Business Users Working with Multiple Tickets/Windows ATG Ticketing provides the ability to work on multiple tickets, in multiple Service Center windows without the need for a repeated log in. For example, an agent/user opens a ticket in Window A and starts working on Ticket 1. The agent/user then opens Window B (which also shows Ticket 1 as the current ticket). The agent/user then opens Ticket 2 in Window B. While working on Ticket 2, the user can return to Window A and resume working on Ticket 1. To work with multiple tickets in multiple windows: 1. From an open ticket, open a new Service Center window by selecting File>New Window (or press Ctrl+N). You will see the current ticket displayed in the original window and in the new window. 2. From the new window, search for an existing ticket or create a new ticket. The new window displays the requested Ticketing action (existing or new ticket), while the original window still displays the original worked ticket. You can continue working with either ticket in either Service Center, and/or open additional Service Center ticket windows. Important! Be sure to save your work before closing additional Service Center windows. It is recommended that you close additional Service Center windows after logging out of the original window. Once you log out of the original Service Center window, the session is no longer valid Working with Tickets

41 Ticketing Guide for Business Users μ 6 Working with Customers This section contains information and instructions for working with ticket related customer profile information in Service Center. Searching for Customers To search for customers using customer profile information: 1. Click the Customers tab. The Customer Search pane is displayed. 2. Type the parameters for your search in the Customer Search panel, and then click Find. 6 - Working with Customers 37

42 μ Ticketing Guide for Business Users The customer search results are displayed in the Customer Results panel. See Customer Results. 3. From the Customer Results panel, you can: Sort the customer search results by Last Name, First Name, , or Login Name. Select a sort type from the Sort by drop-down list, and then click Sort. Click a customer name to view the customer profile. Expand the Tickets list to view and/or work on tickets linked to a customer profile. 4. Continue with Next Steps. See Working with Next Steps Working with Customers

43 Ticketing Guide for Business Users μ Creating a New Customer Customer information added here is saved in the customer profile repository and will be available for customer searches. To create a new customer: 1. From the Customers tab Next Steps panel, click Create New Customer, or if creating a new ticket, click Create New Customer in the Customer Information panel. The Customer Management Customer Information panel is displayed (Customers tab). 2. Complete the customer information as required, and then click Save Customer Information (see Customer Management Customer Information). The customer profile is added to the customer profile repository and is available for customer searches. If you select the Receive Yes option, an is automatically sent to the customer address with the customer login name and system generated password. For example: Your new account has been created. Login Id: msmith123. Password: 533c292eeaff. Note: Changes to customer profile information are recorded as ticket activities in the Ticket Activities panel. 3. Continue with Next Steps. You must select a Next Step to clear the current ticket and continue working with ATG Ticketing, or select another ticket from the Active Tickets list. See Working with Next Steps. Note: The process of creating a new customer profile is an extension of creating a new ticket. Clicking Save Customer Information automatically assigns a ticket identification number (visible in the Global Context area). Linking a Customer to a Ticket To link an existing customer profile to a ticket: 1. From the Ticket Details pane click Link Customer in the Customer Information panel. The Customer Profile pop-up window is displayed. 6 - Working with Customers 39

44 μ Ticketing Guide for Business Users 2. Type the customer profile identification number, or the customer login name, and then click OK. The customer profile information is displayed in the Customer Information panel. Changing a Customer Password To change an existing customer password, open the customer information to edit and then click Reset Password in the Customer Information panel. A new password is sent to the customer address contained in the customer profile. For example: Your password has been automatically changed. Login Id: msmith123. Your new password is: deac707c788. Note: You must have the Receive Yes option selected in order for the customer to receive the new password by Working with Customers

45 Ticketing Guide for Business Users μ 7 Working with Next Steps The Next Steps panel provides a menu of potential next step actions while working with a ticket, a customer profile, or ticket tasks. Next Steps items displayed in the Next Steps panel vary depending on the current Service Center and/or by the current state of the ticket or customer profile. Closing a Ticket To close a ticket: 1. From a working ticket, click Close Ticket in the Next Steps panel. The Close Ticket popup window is displayed. 2. In the Reason Code drop-down list, select a reason for closing the ticket. Reason Codes include: Problem Resolved Confirmed Error Closed by Customer Note: To close a ticket as a duplicate of an existing ticket, use Close as Duplicate Ticket in the Ticket Summary. You will be prompted to enter the identification number of the duplicate ticket for future reference. The duplicate ticket ID will later be displayed in the Ticket Activity Description in the Ticket Activity panel. See Closing a Ticket as a Duplicate for additional information. 7 - Working with Next Steps 41

46 μ Ticketing Guide for Business Users 3. Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is closed to provide further explanation for the Close Ticket reason code. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 4. Click OK. The ticket status is changed to Closed and the ticket ownership is released. The Ticket Details pane is redisplayed. Note: You can reopen a ticket after it has been closed by clicking Reopen Ticket in the Next Steps panel. Deferring a Ticket By deferring a ticket, you can release (or defer) your ticket task to a later date and/or time (for example; to allow time to further research a problem or issue), while retaining ownership of a ticket, or releasing the ticket to the owning group (ticket queue). For example: If you do not select a deferment date and retain ownership of the ticket, the ticket is returned to your ticket task list to work on at any time. If you do not select a date and do not Retain Ownership of the ticket, the ticket is released to the owning group (ticket queue) ticket task list to work on at any time. If you select a Date/Time and Retain Ownership of the ticket, the ticket is returned to your ticket task list to work on at the specified time and the ticket status is set to Open (Pending). If you select a Date/Time and do not Retain Ownership, the ticket is released to the owning group (ticket queue) ticket task list to work on at the specified time and the ticket status set to Pending. To defer a ticket 1. From a working ticket, click Defer Ticket in the Next Steps panel. The Defer Ticket popup window is displayed Working with Next Steps

47 Ticketing Guide for Business Users μ 2. Type the date and/or time you want to defer to in the Defer Until box, or click the calendar icon to select a deferment date and time 3. Clear the Retain Ownership of Ticket check box if you do not want to the ticket to remain in your task list. 4. Select a reason for deferring the ticket from the Reason Code drop-down list. 5. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 6. Type a note related to the reason code in the Enter Note text box. Notes are helpful to other users after a ticket is deferred to provide further explanation for the Defer Ticket reason code. 7. Click OK. Depending on the selected Reason Code, the ticket status is changed to Open (Pending). Escalating a Ticket Escalate is an attribute on the ticket, not a ticket status. Escalating a ticket allows a ticket to maintain its status, but reflect that the ticket has been escalated for further research, help, or approval, based on your organization s escalation level definitions. To escalate a ticket: 1. From a working ticket, click Escalate Ticket in the Next Steps panel. The Escalate Ticket pop-up window is displayed. 7 - Working with Next Steps 43

48 μ Ticketing Guide for Business Users 2. Select an escalation group from the Group drop-down list. The selected group is the group that will be marked for escalation work. 3. Select an escalation level from the New Escalation Level drop-down list. 4. Select a reason for the escalation from the Reason Code drop-down list. 5. Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is escalated to provide further explanation for the escalation reason code. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 6. Click OK. The ticket is reassigned to the selected escalation group, and the escalation level is updated in the Ticket Summary and recorded as an activity in the Ticket Activity panel. Printing a Ticket To print a ticket, open the ticket and then click Print Ticket in the Next Steps panel. Reassigning a Ticket To reassign a ticket: 1. From an open ticket, click Reassign Ticket in the Next Steps panel. The Assign Ticket to Agent pop-up window is displayed Working with Next Steps

49 Ticketing Guide for Business Users μ 2. Select an agent/user name from the Agent drop-down list. 3. Select a reason fro the reassignment from the Reason Code drop-down list. 4. Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is reassigned to provide further explanation for the reassignment reason code. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 5. Click OK. The ticket ownership is reassigned to the selected agent/user, and the reassignment is recorded as an activity in the Ticket Activity panel. Releasing a Ticket Release Ticket allows you to release individual ownership or a ticket assignment and send the ticket to the ticket owning group (ticket queue). To release a ticket: 1. From a working ticket, click Release Ticket in the Next Steps panel. The release Ticket pop-up window is displayed. 7 - Working with Next Steps 45

50 μ Ticketing Guide for Business Users 2. Select reason for releasing the ticket from the Reason Code drop-down list. 3. Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is released to provide further explanation for the Release Ticket reason code. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 4. Click OK. The ticket is released to the ticket group and removed from your ticket task list. Reopening a Ticket Reopen a ticket after it has been closed by clicking Reopen Ticket from the closed ticket Next Steps panel. To reopen a ticket: 1. Search for the closed ticket: From the Tickets tab, using Ticket Search Advanced Search attributes. From the Tasks tab, using All Tickets panel filter attributes. 2. From the results list, locate the closed ticket you want to reopen, and then click the identification number of the ticket to view the Ticket Details pane. 3. Click Reopen Ticket in the Next Steps panel. 4. The ticket status is changed to Open (Re-Opened), and is recorded as a ticket activity in the Ticket Activity panel. 5. Continue with customer or ticket summary modifications as necessary. Sending a Ticket to a Group To send a ticket to a group: Working with Next Steps

51 Ticketing Guide for Business Users μ 1. From a working ticket, click Send Ticket to Group in the Next Steps panel. The Send Ticket to Group pop-up window is displayed. 2. Select a ticket group from the Group drop-down list. 3. Select a reason for the reassignment from the Reason Code drop-down list. 4. Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is reassigned to provide further explanation for the reassignment reason code. Select the Share with Customer check box to make the note available to the customer. Selecting the Share with Customer check box makes the note public and will be visible to customers using your Self Service site. 5. Click OK. The individual ticket ownership is released and the reassignment to the selected group is recorded as an activity in the Ticket Activity panel. 7 - Working with Next Steps 47

52 μ Ticketing Guide for Business Users Working with Next Steps

53 Ticketing Guide for Business Users μ 8 Working with Ticket Tasks This section contains information and instructions for working with ticket tasks and the Tasks tab. Working with My Tickets The My Tickets panel provides a list of currently open and assigned tickets. You can view and work on tickets currently assigned to you from the My Tickets panel on the Tasks tab. Note: If using ATG Knowledge, the Solution Queue is also available on the Tasks tab. See the ATG Knowledge Guide for Business Users for information and instructions about working with solutions and the Solution Queue. To work on a ticket: 1. From the Tasks tab, click the Refresh button in the My Tickets panel to update the list of tickets currently assigned to you. 2. From the My Tickets list, locate the ticket you want to work on, and then click the ticket identification number. The Ticket Details pane is displayed (Tickets tab). 3. From the Ticket Details pane, click Work on Ticket in the Next Steps panel, and then continue with customer or ticket summary modifications as necessary. 8 - Working with Ticket Tasks 49

54 μ Ticketing Guide for Business Users Working with All Tickets The All Tickets panel contains a list of all tickets currently stored in the system. You can filter the All Tickets list to locate tickets not included in your ticket task list (My Tickets), and view and/or work on tickets and add them to your ticket task assignment list pending your available access rights. To filter the All Tickets list: 1. From the Tasks tab, select filter items from the All Tickets panel, and then click Find. The results list is updated to reflect filter selection. 2. From the All Tickets list, locate the ticket you want to view or work on, and then click the ticket identification number. The Ticket Details pane is displayed (Tickets tab). 3. To work on the selected ticket, from the Ticket Details pane, click Work on Ticket (or Reopen Ticket if the ticket is closed) in the Next Steps panel, and then continue with customer or ticket summary modifications as necessary. Once you click Work on Ticket (or Reopen Ticket if the ticket is closed), the ticket ownership is updated in the Ticket Summary and the ticket is added to your ticket task list (My Tickets panel). To release ownership of the ticket, click Release Ticket in the Next Steps panel Working with Ticket Tasks