Detail Ticket View
- Chadd Marks
Open your Requests and select “Detail Ticket View.”
This opens all your requests.
On the left hand side, you have the option to view “All requests” or “My requests.” Selecting “All requests” will show every request regardless of who created them. Selecting “My requests” will only show requests created by the user.
Users have the option to view “Favourite filters,” “Global filters,” and “My filters.”
Let’s take a look at the “Created Last 7 Days” filter under “Global Filters.”
This shows all requests created within the last 7 days. Users have the option to change the columns shown (right hand side).
If you decide to add in new columns or make any changes to a current filter, users have the option to “Save filter as” or “Save filter as global” located top right. Saving a filter as global will make this filter available to all users while saving filter as will make it only available to the user.
Once saved, your new filter will appear under the “My filters” section.
Below are some Global Filters and the information they provide.
Global Filter Name | Description |
|---|---|
Enhancements Being Reviewed | Open Enhancement Requests being researched. |
Accepted Enhancement Requests | Enhancement Requests that were reviewed and have been accepted. |
Created Last 7 Days | Open tickets created within the last 7 days. |
Tickets in Triage | Open Client Product issues being researched. |
Client Ranked Items | Open tickets based off of client ranking. |
Product Development Issues | Open tickets assigned to the Product Team. |
Scheduled for Support Development | Open tickets assigned to the Support Development Team. |
In Support Development Backlog | Open tickets being researched by the Support Development Team. |
In Support Development Sprint | Open tickets that are being worked within an active sprint. |
Ready for Release | Completed tickets in the status of “Ready for Release” and “Released to Staging.” |
Resolved Last 7 Days | Closed tickets resolved within the last 7 days. |
Awaiting Client | Open tickets pending more information from the client. |