Viewing a ticket

SECURITY  All users can at a minimum open tickets where they are the ticket contact

NAVIGATION   > Tickets > On any ticket table, click the magnifying glass on a ticket row, or click the ticket number

All Client Portal A branded web portal through which you and your service providers can collaborate on tickets and projects. users can view tickets where they are the ticket contact. The ticket page you see, however, depends on the security level assigned to you. Refer to Security level settings.

IMPORTANT  Taskfire An extension of the Client Portal that lets you manage your own internal help desk. fields and functions will not appear on tickets that were created before Taskfire was turned on for your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site.. To get this functionality, you must re-create the ticket.

The ticket view for users with standard Client Portal security levels

Users with a standard Client Portal security license see a ticket view that reflects the fact that they can follow the ticket in the Client Portal, add a note or an attachment, and consult the Knowledge Base if it is enabled. They cannot edit the ticket or track their time. For an introduction to security levels, refer to Security level settings.

The ticket view for users with Taskfire security level

Users with a Taskfire security level are members of your internal help desk who are working on tickets. They might escalate some tickets to us or another service provider but work on other tickets themselves.

In the image below, task bar options, fields, and buttons shaded in light blue are displayed only for users with Taskfire security levels.

Task bar

Taskfire users will see the following additional options on the task bar of tickets they are working on:

Option Description
Edit Taskfire users can put the ticket into Edit mode and modify a number of fields. Refer to Taskfire only: editing a ticket.
Transfer Tickets that were initially created as internal tickets can be manually transferred to a service provider. Refer to Taskfire only: transferring a ticket to a service provider.
Complete Taskfire resources can complete tickets. This updates the Taskfire Status Indicates the current state of an Autotask entity. to Complete. Taskfire Status is separate from the Service Provider Status, which is independently set by the service provider.
Delete Taskfire users can delete internal tickets, even if work has been performed on them. However, tickets that were transferred to a vendor cannot be deleted, and the Delete option is not displayed for transferred tickets.

Taskfire fields

Taskfire users see the following additional fields in all ticket modes:

Time Entry

Only Taskfire users can track their time on tickets.