PUU Helpdesk

2.15 Editing tickets You can edit most of a ticket’s properties right from its detailed view. To access options to edit all of the ticket’s attributes, ...

2.16 Printing tickets If you need a hard copy of a ticket, Dworkin helpdesk lets you print it out. To do that, click on the More button in the top-right...

2.17 Marking as spam and deleting tickets Just in case some unwanted tickets get created by spam mail sent to your service desk, you can mark them as sp...

2.18 Resolving and closing tickets Your primary objective is to resolve the issue and restore normal service operation as soon as possible. ...

2.19 Linking tickets with problems and changes Simply put, a “problem” is a cause of one or more incidents. Let’s say, many similar incidents get rep...

2.20 Using email commands to update ticket properties Email Commands in Helpdesk allow you to perform activities on a ticket directly from your email i...

3. Working with problems As we discussed earlier, a problem is the cause of one or more incidents. Once a problem has been documented, all the relevant...

3.1 Creating problems In section 2.19, we discussed the process of creating a problem from a ticket’s detailed view. If no incidents have been reported...

3.2 Adding incidents to a problem Understanding the impact of a problem becomes way easier if you can see all the incidents caused by it. And linking t...

3.3 Adding the root cause, impact and symptoms to the problem Besides  knowing  which  incidents  were  caused  by  the  problem,  some  more  inform...