Sidebar

The sidebar consist of the content menu at the top, followed by ticket classification and information.

Content menu

The content menu changes the content displayed in the center of the ticket page. You can switch between communication, tasks, attachments, time logs, service targets and relationships. The number next to each section, shows how many elements it contains. Attempting to delete a task, time log or risk before they have been saved initially, will result in a pop up asking for confirmation. Attempting to delete after they’ve been saved will not require a confirmation prompt, but the ticket/change must still be saved for the changes to take effect.

Ticket classifications and information

If necessary, you can make changes to the ticket classification here. Type, priority, category, source, Visibility and Zone all work as described in the previous chapter Create a new ticket: Classification sidebar. The visibility option can be useful in several scenarios, for example when:

• handling HR tickets within Pureservice
• an agent has reported a ticket and is working on it himself/herself
• the affected user doesn’t need any feedback

To follow ticket, click on the eye icon. The counter will display number of followers. If you follow a ticket, you will receive an email when the ticket status is updated.

Position displays address and coordinates if the end user registered a position in a map element in a form, or via Selfservice Location. An agent is able to edit or delete the position in the ticket details.

At the bottom of the sidebar, you will find information about when the ticket was created, modified, resolved and closed.