Understanding Ticket Views

Updated in 2.0

The Mobile App provides a number of pre-defined views for Incidents and Work Orders. All views display only active Incidents and Work Orders, meaning that closed and resolved Tickets are hidden.

Generally, each view includes the following fields: Ticket, Requester, Created Date, Priority, Status, Due Date, and Summary.

INFO: For details on configuring views, see Applying Additional Filters.

Default views for Incidents:

  • My Incidents — This view displays Incidents that are directly assigned to you, meaning that you are the Assignee. “My Incidents” are sorted by Due Date, by Priority, and then by Status.

  • My Group Incidents — This view displays Incidents assigned to you directly or via group assignment. “My Group Incidents” are sorted by Due Date, then by Priority, and then by Status.

  • Incidents by Due Date — This view displays all Incidents in the system, sorted by Due Date, by Priority, and then by Status.

  • Incidents by Priority — This view displays all Incidents in the system, sorted by Priority, by Due Date, and then by Status.

  • Unassigned — This view displays unassigned Incidents, i.e. Incidents with both Assignee and Assignee Group fields empty. Unassigned Incidents are sorted by Priority, by Due Date, and then by Status.

Default views for Work Orders:

  • My Work Orders — This view displays Work Orders that are directly assigned to you, meaning where you are the Assignee. Tickets in this view are sorted by Due Date, by Priority, and then by Status.

  • My Group Work Orders — This view displays Work Orders assigned to you directly or via group assignment. “My Group Work Orders” are sorted by Due Date, then by Priority, and then by Status.

  • Work Orders by Due Date — This view displays all Work Orders in the system, sorted by Due Date, by Priority, and then by Status.

  • Work Orders by Priority — This view displays all Work Orders in the system, sorted by Priority, by Due Date, and then by Status.

  • Work Orders by Age — This view displays all Work Orders in the system, sorted by Created Date (with newer ones at the top), by Priority, and then by Status. You can also apply additional filters to this view.

Related Information for Administrators: