Path: Transaction > Work Order > Ticket Work Order
The Ticket Work Order is designed to give Help Desk personnel a way to enter and resolve IT requests quickly. As a secondary benefit, the window automatically times the period between opening and closing a Ticket Work Order to track metrics.
The window is written with the intention that Help Desk personnel can click Add on the Ticket Work Order window when they answer a call. As they resolve the issue, they can enter details and close (Save) the ticket as they end the call.
A Task field is not included on the window. The task is populated behind-the-scenes using a task assigned to the selected Repair Center using a new field on the Repair Center > Identity Tab window labeled Ticket Task.
Entries in the read-only Work Order # field follow the same rules as any other work order, that is, they are determined by content in the WO Prefix/Counter fields for the Repair Center.
Resolutions entered on the Ticket Work Order window are applied to the default Ticket Task. Comments about the Ticket Work Order are entered when you add a resolution.
If more work is required, the Ticket Work Order can be opened in the regular Work Order or Single Task WO windows and more tasks added. For work orders opened from the regular Work Order windows, comments are added to the Work Order / Results Tab.
Additional selection fields apply to IT Equipment and are found in IT Equipment Tickets.
Most Subtabs on the Identity Tab are read-only and reflect related information about the building, requester, and items.