Sidebar

The sidebar consist of two areas: the content menu at the top, and the ticket classification and information below.

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. There is a number next to each option, which indicates the number of elements attached to that specific option.
Attempting to delete a task, time log or risk before they are saved initially will result in a popup asking for confirmation. Attempting to delete this after they’ve been saved will not, but the ticket/change must be saved before they are deleted which acts as form of confirmation.

Ticket classifications and information

If necessary, you can make changes to the ticket classification here. Type, priority, category, source and Visibility 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

If you follow a ticket, you will receive an email each time the _status _ changes.

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