2.2.1 Viewing Ticket

Ticket is displayed on Ticket widget on the Dashboard. (Figure 2-10).

%e3%82%b9%e3%82%af%e3%83%aa%e3%83%bc%e3%83%b3%e3%82%b7%e3%83%a7%e3%83%83%e3%83%88-2017-04-10-17-09-13

Figure 2-10. Ticket Widget

 

Click Ticket List on the bottom of the widget, Ticket List screen is displayed (Figure 2-11).

%e3%82%b9%e3%82%af%e3%83%aa%e3%83%bc%e3%83%b3%e3%82%b7%e3%83%a7%e3%83%83%e3%83%88-2017-04-10-17-09-23

Figure 2-11. Ticket List screen

 

   

Ticket status is different between General Request ticket and Incident ticket.

The status of General request ticket has 3 type of status shown in Table 2-2.

Table 2-2. General request ticket Status

Status

Operation/Condition

Open

A ticket has been added.

Pending-closure

The ticket has been ‘closed’ and is waiting for confirmation that the issue is now complete.

Closed

The ticket has been completed and is now closed.

 

The status of incident ticket has 6 type of status shown in Table 2-3.

Table 2-3. Incident ticket Status

Status

Operation/Condition

Opened

Start the correspondence, such as operator assignment.

Analyzing

Analyzing the cause of the trouble.

Repairing

Arrange the repair, or start repair.

On hold

Hold the troubleshooting.

Resolved

Complete the repair.

Closed

Finish the troubleshooting after NTT Com confirmed the recovery.