General tab

The General tab displays the essential information about the Ticket. The information is organized in the following sections and sub-tabs:

Summary - displays the short summary of the Ticket.

Categorization section - displays the type and the category of the Ticket.

Requester Information section - shows the Person who requested the Ticket and their organization. Clicking the caption of the filled out Organization or Requester fields opens the selected person or organization record correspondingly in a separate window.

Assignment section - displays the assigned technician and/or group. Clicking the caption of the filled out Assignee Group or Assignee fields opens the selected person or group record correspondingly in a separate window.

Prioritization sub-tab - includes the following fields:

  • Priority - indicates the order in which this issue must be resolved.

  • Submit Date - by default, displays the date when the Ticket record was created, can be edited.

  • Response Date - displays the date and time when the response is due.

  • Due Date - displays the date and time when the Ticket is due to be completed.

  • Scheduled Start Date - typically, displays the start date specified by the assigned technician.

  • Start Date - typically, this field is filled out automatically based on the business logic constraints.

  • Scheduled End Date - typically, displays the completed date specified by the assigned technician.

  • Completed Date - typically, this field is filled out automatically based on the business logic constraints.

  • Time Spent - shows the sum of Time Spent values in all the Ticket's activities.

  • Cumulative Time Spent - shows the sum of the Time Spent field values in this Ticket and all its subordinate Tickets (if any).

  • Closure Code - if the Ticket is closed, displays the code that can be chosen when closing the Ticket. The list of possible codes is defined by your Alloy Navigator Express administrator. Typically, those codes are used for reporting purposes.

Feedback sub-tab - includes the following fields:

  • Rating Enabled - enables the Ticket requester to participate in a customer satisfaction survey, i.e. specifies whether the Ticket requester has the ability to rate his/her satisfaction with the received support. For details, see Enabling customer satisfaction survey for Tickets.

  • Rating - displays the star rating specified by the Ticket requester.

  • Comment - displays the optional comment specified by the Ticket requester when rating the Ticket.

Untitled section - includes the following fields:

  • Parent Ticket - if the Ticket is a child of another Ticket, shows the number of the parent ticket. Clicking the caption opens the details of the Ticket record in a separate window.

  • Related Asset - displays the relatedAssetClosed (Computer, Inventory Item, or Software License) . When the related Asset is selected, clicking the field label opens the details of the Asset record in a separate window.

Description section - shows the HTML text description (for details, see Using the HTML editor) of the Ticket.

The General tab may also display various user-defined fields in an additional section if your Alloy Navigator Express administrator has configured them accordingly. The default name of this section is "Custom Data", although your Alloy Navigator Express administrator may have renamed this section.

NOTE: User-defined fields can appear also on the Custom Data tab (this is the default name of the tab; it can be renamed by your Alloy Navigator Express administrator).