The View Summary page lists all tickets. Each row displays summary data for a single ticket. The Create/View page allows users to create new tickets, or review existing tickets and modify notes and statuses. The Delete/Archive page deletes old tickets, or deletes tickets in a particular category or status. You may reach the point where your system has so many old tickets that they are cluttering up searches with obsolete data so having the ability to archive can be very helpful.
With Ticketing, you can specify Notify Policies to determine who gets notified based on which events. Couple the Notify Policies with the Access Policies to ensure that the appropriate people interacting with a ticket have the appropriate access. Kaseya's Ticketing Assignee Policy will even allow you to configure routing based on different variables in the ticket itself. For example, auto-escalation based on category, status, priority, SLA, dispatch tech, or approval.
To continue the automation, Due Date Policies are used to enforce due dates based the same criteria so that server issues can be assigned a different due date policy and therefore allow separate SLA (internal or external) tracking.
The Edit Fields page creates fields used to classify tickets and sets the default values for those fields. Fields are associated with the entire ticket, as opposed to each note of the ticket. You can customize the field label and corresponding values of each field, including the mandatory fields. The fields you define here display in the following pages: View Summary, View Ticket, Delete/Archive, Access Policy, Due Date Policy and Email Mapping.
Email Reader and Mapping
The Email Reader page specifies a POP3 email account to periodically poll. Email messages retrieved from the POP3 server are classified by Email Mapping and converted into tickets. The Email Reader can receive any email, with or without attachments, and add the contents to the ticketing system. Additional information can be added to the email to enhance the mapping of the email to the ticketing system. The following tags can be included in either the subject or the body of the email.
The Email Mapping page assigns default values for new tickets created using the Email Reader. The default values assigned are based on the email address or email domain of the email sender. Matching can be optionally filtered by the text entered in the email subject line.