The fields in the left sidebar are automatically populated with default values.
Type, Priority, Source and Assigned To are all drop-down menus. If the default values do not apply for the ticket you are creating, you can easily change them.
The last option in the sidebar, the Enduser visibility, is a menu with three choices: “Visible”, “Not visible” and “Visible without receipt-/solution e-mails”:
- Visible – The ticket is visible for the end user on Selfservice
- Not visible – The ticket is not visible on Selfservice
- Visible without receipt-/solution e-mails – The ticket is visible on Selfservice. but the end user will not receive receipt or solution e-mails from Pureservice
Type
Pureservice comes with a set of three predefined types: incident, problem and service request. When you create a new ticket manually, the type is by default set to incident.
Priority
Pureservice offers five predefined priorities: critical, high, medium, low and unknown. The default priority for a new ticket created manually is medium.
Source
Pureservice also offers a predefined set of sources: e-mail, phone and web. The default source for a new ticket is phone.
Assigned to
The Assigned To menu contains all the teams and agents that your departments are allowed to see. You can choose team and agent by clicking on them, or by performing a search. If an agent is set to unavailable this will show.
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