Introduction
One of the many ways of creating tickets in PSA is within the UI otherwise known as Manual ticketing. Tickets are created in Service Desk > Tickets using the new ticket button and all the form details are filled in manually or using ticket templated. This guide describes the various fields available when working with Tickets.
Creating/Editing Tickets
You can set any of the header fields of a new ticket when it is New or when you Edit the ticket.
Creating New Tickets
Select the Service Desk > Tickets page OR New ticket button on the landing page.
Click New.
You can pre-populate field values in the header of the ticket by selecting a ticket template (Home > My Templates) using the From Template drop-down list.
Enter the following in the Ticket Details > Customer Info panel.
Client
Site
Contact
Contact Phone - Defaults to the selected contact's phone number.
Contact Email - Defaults to the selected contact's email.
Source - The default source is maintained using the Admin > My Company > Service Desk Settings tab > Default Ticket Source.
Enter the following fields in the Ticket Details > Ticket Properties panel.
Ticket Type
Issue Type
Sub-Issue Type
Service Contract - The contract selected will determine how the labor is tracked on this ticket. If there is a default contract for tickets, it will automatically appear in this field. The default service contract is created using the Finance > Contracts page.
SLA - Displays the default service level agreement, if one is set, and allows you to assign one.
Work Type
Enter the following fields in the Ticket Details tab.
Ticket Title - A one-line summary. Used to search for tickets by title.
Ticket Priority
Status - New, Waiting for Customer, In Progress, Escalated, Assigned, Completed, Defaults to New.
Customize using the Admin > Service Desk Settings > Ticket Statuses page.
TTR - Estimated time to resolution, in hours or minutes.
Details - Enter an expanded description of the support issue.
Primary Assignee - The primary employee assigned to work this ticket.
Open Date - The date/time this ticket was created.
Queue - Assigns a ticket to the queue. Employees assigned to a queue will see tickets assigned to the same queue displayed on their Home > My Queues page.
Due Date - The date/time the ticket is scheduled to be resolved.
Secondary Assignees - One or more employees also assigned to work this ticket. Secondary assignees can enter time and notes.
Affected Hardware Asset - Identifies a hardware asset affected by this issue. Records of a client's hardware assets are maintained using the Service Desk > Asset Management > Hardware Assets page.
Affected Software Asset - Identifies a software asset affected by this issue. Records of a client's software assets are maintained using the Service Desk > Asset Management > Software Assets page.
Select or Drag and Drop Files - Select files to attach to the ticket.
Click Save.
Tip! New ticket button is a special feature available in Admin > Security > Roles > Service Desk > Quick Add Ticket.
Working with Tickets
Processing Tickets
Statuses
Each ticket typically progresses through one or more statuses.
A new install of PSA provides the following statuses: New, Waiting for Customer, In Progress, Escalated, Assigned, Completed, Customer Responded.
You can customize the list using the Admin > Service Desk Settings > Ticket Statuses page.
Three "system" statuses cannot be made inactive:
New, Waiting for Customer and Completed.Tickets default to New.
The Tickets and My Tickets list pages do not display Completed tickets by default. Clicking the Search button without specifying any parameters includes Completed tickets.
Actions
Tickets support the following types of actions. Each action displays a dialog of additional settings.
Audits
Ticket Logs tab - Displays a log of all changes to a ticket, by both users and workflows.
Workflow Log tab - Shows actions performed on a ticket by a workflow.
Assign Ticket
Status - Changes the status of the ticket.
Queue - Assigns the ticket to a group of employees responsible for the ticket.
Primary Technician - Assigns an employee to the ticket.
Comments
Resolve Ticket
Status
Comments
Publish to Knowledge Base - Yes or No
Print Ticket - Displays a printable PDF of the ticket.
With Notes
With Time Entries
With Expenses
Business Processes
Use the Admin > Business Process:
Email Templates page to customize ticket email notifications.
Workflow page to automate the processing of tickets.
Customer Info
When you first open a ticket, the Ticket View tab displays. Below the ticket title is the customer's name with a link. Click this link to show the Customer Info window with the following information:
Name
Location
Account Type
Address
Locate on Google Maps
Phone
Fax Number
Contact Person
Name
Phone
Email
SLA Status
On the Ticket View tab, you will see both an SLA field and an SLA Status field. For tickets assigned an SLA, the SLA Status field shows a link. Click this link to see the estimated and actual times specified for resolving the ticket by the SLA. The workflow assigned to a ticket can be used to specify when employees or customers should be notified, based on SLA benchmarks. The Waiting SLA State is time spent waiting for the customer to respond. SLA timers are paused while waiting for the customer to respond.
Adding Notes to Tickets
When you add notes to a ticket you can:
Change the status of a ticket.
Notify others of the note you're adding.
Include an attachment with the note.
Adding Notes to Tickets
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Activities tab.
This same tab can be used to Add Time to a ticket.
Click Add.
From Template - Pre-populate field values in the note by selecting a ticket note template.
Note Date
Type - The ticket note type.
Status - Optionally change the status of the ticket when this note is saved.
Internal Note - If Yes, this note is hidden from clients.
Details
General Notes - Optionally enter a note for this labor time entry that will display on the invoice.
Internal Notes - Optionally enter a hidden not that will not display the invoice.
Click Save.
Adding Time to Tickets
The Time Logs tab adds time to a ticket.
Time log entries can be created with or without using a timer.
Time entered on tickets automatically updates the user's timesheet.
If linked to an active contract, time entered on a ticket can:
Create billable events for Time & Materials contracts
Deduct prepaid hours for Retainer by Hours contracts
Deduct prepaid amounts for Retainer by Amount contracts.
Track but not bill time for Recurring Services contracts.
Adding Ticket Time Without Using a Timer
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Time Logs tab.
Click Add.
From Template - Field values can be pre-populated by selecting a ticket time entry template.
Date Started - The date this labor time started.
Start Time - The time this labor time started.
Time Spent (hrs) - The duration of hours worked.
Role - The role best describing the person performing this work. The role, and optionally the work time, determine the rate charged for billable hours.
Work Type - The work type best describing the work itself.
Status - Optionally change the status of the ticket when this time entry is saved.
General Notes - Optionally enter a note for this labor time entry that will display on the invoice.
Internal Notes - Optionally enter a hidden not that will not display the invoice.
Click Save.
Adding Ticket Time Using a Timer
You can start, stop, and reset a timer when you open or edit a ticket. You can see the elapsed incrementing while you work the ticket. The elapsed time of a running timer populates the time log entry window when you open it and continues to update it while it runs.
You can configure the timer to start automatically whenever a ticket is opened by setting an Enable Stopwatch Autostart option to Yes. This option is located on the Admin > My Company > Company Settings > Service Desk tab.
Select the Service Desk > Tickets page.
Click an existing ticket.
Optional start, stop, reset the timer in the upper right corner.
Click the Time Logs tab.
Enter the following:
From Template - Field values can be pre-populated by selecting a ticket time entry template.
Date Started - The date this labor time started.
Start Time - The time this labor time started.
End Time - The time this labor time ended.
Time Spent (hrs) - The duration of hours worked.
Role - The role best describing the person performing this work. The role, and optionally the work time, determine the rate charged for billable hours.
Work Type - The work type best describing the work itself.
Status - Optionally change the status of the ticket when this time entry is saved.
General Notes - Optionally enter a note for this labor time entry that will display on the invoice.
Internal Notes - Optionally enter a hidden not that will not display the invoice.
Click Save.
Adding Expenses to Tickets
Expenses entered on tickets automatically update the user's expense sheets. Alternatively, users can enter an expense on an expense sheet and link it to a ticket. These can include:
Expenses billed to customers.
Expenses reimbursed by your company to the employee.
You can use pre-configured expense types to save time. You can also adjust the default amount for each expense.
Adding Expenses to a Ticket
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Expenses tab.
You can also add expenses using the Expenses & Charges tab. The same dialog displays either way.
Click Add.
Enter the following in the Expense Info tab.
Expense Type
Date - The date the expense was incurred
Amount Spent
Mark Up / Down - Adjust up or down by amount ($) or percent (%).
Payment Types - Cash, Check, Debit Card, Credit Card, Other, Company Credit Card.
Classification - Reimbursable or Non-Reimbursable
Billable - Yes or No
Available Expense Sheets - Select an existing expense sheet or add a new one.
Add New Expense Sheet - If checked, the following display:
New Expense Sheet Name
New Expense Sheet Date
General Notes - Optionally enter a note for this labor time entry that will display on the invoice.
Internal Notes - Optionally enter a hidden not that will not display the invoice.
Enter the following in the Receipts tab.
Upload a new file
Have Receipt - Yes or No
Notes
Enter the following in the Notifications tab.
Contact
Resources
Email template to use
Other Emails
Click Save to save the expense.
Click Save to save the ticket.
Adding Charges to Tickets
You can add charges to tickets that optionally:
Are billable or not billable.
Sells—or provides at no charge—products to your client, decrementing them from your inventory.
Transfers the products to the client's hardware assets or software assets.
Adding Charges to Tickets
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Expenses & Charges tab.
Click Add.
Enter the following in the Charge Info tab.
Product
Charge Name
Status - Pending, Need to Order / Fulfill, Ready to Deliver / Ship, Cancelled. For reporting purposes only.
Price Level
Purchase Date
Purchase Order
QTY
Price
Billable Amount
Description
Unit Cost
Total Cost
Billable - Yes or No
Create Multiple Items - Yes or No - Selecting Yes for this option splits the total quantity into individual lines, each with a quantity of 1.
Optional review the Stock Info tab.
Enter the following in the Receipts tab.
Upload a new file
Click Save to save the charge.
Click Save to save the ticket.
Adding Service Calls to Tickets
The Service Calls & To-Dos tab adds service calls to a ticket.
Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
Service calls are always non-billable.
Service calls are first scheduled, then marked as complete after the service call has occurred.
You can also manage service calls using the Service Desk > Service Calls page and within project tasks.
You can see any unassigned service calls you to create on your My Service Calls page.
Adding Service Calls to Tickets
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Service Calls & To-Dos tab and click Add.
On the Service Call tab:
Resource
Start Date
End Date
Description - The description is populated with some basic info.
Client
Location
Ticket Number
Ticket Title
On the Notification tab optionally enter:
Resources - Employees to be notified.
Email template to use
Other Emails - Other email recipients to be notified.
Click Save.
Adding To-Dos to Tickets
The Service Calls & To-Dos tab adds to-dos to a ticket. To-dos can be assigned to yourself or any other employee. To-dos provide each user with his or her own system-wide checklist of reminder tasks to perform, with due dates and completion status. Each user's entire to-do list displays on module dashboard pages.
Adding To-Dos to Tickets
Select the Service Desk > Tickets page.
Click an existing ticket.
Click the Service Calls & To-Dos tab click Add.
Client
Location
Complete - Yes or No
Start Date
End Date
Description
Click Save.
Adding Related Tickets
The Related Tickets tab links other tickets with the current ticket. Clicking a related ticket opens the related ticket in a new window or tab, enabling you to work on both tickets in tandem. When you add a related link, links are created in both tickets.
Custom Fields, Attachments for Tickets
Custom Fields
Enter values in the custom fields, as appropriate for this record.
Custom fields are maintained using the Admin > My Company > Custom Fields page.
Attachments
Lists all attachments for the ticket.
Click Upload a new file to upload files to this record. For example.
Batch Actions for Tickets
The Batch Actions button on ticket search pages enables you to perform actions on multiple tickets at the same time. When you click the button, two options display:
Current Page - Performs batch actions on tickets on the current page only.
All Pages (max 500) - Performs batch actions on tickets in the current search context, up to 500 tickets at a time.
Batch Tickets Wizard
Clicking either of the options above displays a Batch Tickets wizard that steps you through the following choices:
Choose Tickets
Choose Operation
Operation Details
Confirmation
Step 1 - Choose Tickets
Select one or more tickets in the list to batch process.
Click Next Step.
Step 2 - Choose Operation
Select one of the following options.
Update Tickets - Updates selected fields in the tickets.
Assign Tickets - Assigns the tickets to an assignee and/or queue.
Delete Tickets - Deletes the tickets.
Click Next Step.
Step 3 - Operation Details
Complete the following, depending on the choice you made in step 2.
If Update Tickets was selected, you can update the following ticket fields.
Status
Priority
Source
Issue Type
Sub Issue Type
Ticket Type
If Assign Tickets was selected, you can change who the ticket is assigned to:
Change Primary Assignee
Change Queue
If Delete Tickets were selected, no detailed choices are required.
Click Next Step.
Step 4 - Confirmation
Review the list of tickets that are about to be batch processed.
For Update Tickets and Assign Tickets, a list of the fields selected for updating shows the new values that will be assigned.
For Delete Tickets, a warning message displays before the final confirmation.
Click Confirm.
Unknown Tickets
Service Desk > Unknown Tickets
An Unknown Tickets page displays in the Service Desk module when an Admin > Service Desk > Email Parser receives an email from an email address that is not recognized as belonging to any CRM contact. Use the Unknown Tickets page to manually assign tickets to the appropriate customer account or delete them.