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 Edit Tickets
  • Only users who are members of the Administrators Role or who are members of the Role assigned to a Ticket are able to edit the details of a Ticket.
  • Ticket Requestors have the ability to see the details of their Tickets but they do not have the ability to change any values except to add a comment.

Change Status

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Users in groups that a Ticket is assigned to, are able to alter any fields and Tags of a Ticket. Requestors are able to see all the fields but not alter them.

Add and Edit Comments

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Comments are accessible by clicking the Comments button.

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Users who are members of the Role assigned to a Ticket, have the ability to check the "Visible to Requestor" box and click the "Insert and Email" button to insert a comment and send an email to the Requestor (containing the comment).

Requestors are only able to see Comments that are marked "Visible to Requestor". Requestors can add Comments and attach files to Comments, but they cannot alter them or delete them.

When the Select button next to a Comment is clicked (from the Comment summary view), the details of the Comment will show in the Comment edit screen.

Add and Edit Work Items

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Users who are members of the Role assigned to a Ticket, have the ability to click the Work button and enter work items.

Each item must include a description and a start and stop time.

View the Logs

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Logs are accessible by clicking the Logs button. Requestors cannot see the Logs button nor the Logs.