Working with your Tickets

Updated in 8.4

Ticket gridsClosed (Incidents, Problems, Change Requests, Service Requests, and Work Orders) from the Service Desk section of the Sidebar allow you to work with any Ticket record existing in the system. At the same time, to make your work more comfortable and productive, there is a special kind of grid: My Tickets. It allows you to concentrate on tickets that are assigned to you (either directly or through your group membership), as well as on tickets waiting for your approval.

The My Tickets grid can be opened by choosing Go > My Tickets from the main menu or by navigating to My Work > My Tickets in the Sidebar.

Within the My Tickets grid, you can work with your tickets in just the same way as in the other Ticket grids. For details, see Working with Service Desk Tickets and Service Desk Tickets.

NOTE: By default, the My Tickets grid has a predefined filter: all Tickets with the "Closed" status are filtered out. This system setting cannot be modified. To track closed Tickets, use other grids.

TIP: If you want to track data specific for particular Ticket classes, you can add corresponding fields to the My Tickets grid. For details, see Showing and hiding record fields. The list of available fields is configured by your Alloy Navigator administrator. For details, see Field Customization.

TIP: The My Tickets grid is a filtered version of the All Tickets grid. For details, see All Tickets grid.