Editing Tickets

There are several areas within a ticket where information can be accessed, added, edited or deleted. This section will review those most used on a regular basis.

Ticket Number Area

The ticket number is on the left of the top bar of the ticket, along with the ticket log source. You can use the arrows around the number to page through tickets.

On the right side of the ticket header is the push pin to Pin a ticket to your dock, Star feature, Flag (if active), and the edit pencil.

Ticket Log Source - Notes how the ticket was logged.
Edit pencil - For editing the Ticket Description area.
Push Pin - Notes if the ticket has been pinned in user's Revelation dock.
Starred Ticket - Allows users to highlight certain tickets they want to keep 'top of mind'. While the user can sort/view by the starred tickets, it is only for the user. This feature is set in the Admin area under Permissions.
Flag - If highlighted, there is a flag with useful information regarding the Client, End User, Location and/or Project.

Ticket toolbar features

Users can customize their ticket details toolbar based on features they need. These changes are user-specific.

To customize your toolbar, select the three dots icon and click Configure toolbar items...

Select which tools you want included in your toolbar using the check box next to each icon. Once all desired tools have been selected, click the Save button.

NOTE: Tools can be rearranged by clicking and dragging the icons.

The tools available are as follows, in order of the below screenshot:

NOTE: Some options may not be available based on what your Administrator has set up.

Related Tickets

Within a logged ticket, Revelation can identify tickets that are related to the current ticket.

To see related tickets, click the Open Tickets button . Revelation will automatically separate all relevant tickets by End User (the first number) and Company (the second number). This appears when the cursor hovers over the button:

Clicking on the Open Tickets button populates the Open Tickets window:

Users can jump to any ticket listed in either drop-down option and can click any of the column headings to sort by a specific detail, like Date Opened or Status.

For companies that have a large number of open tickets, users can use the search filter if they know what specific ticket they're looking for:

Users can filter by ticket number, ticket description, client, project, or status.

Starred Tickets

To star a ticket, simply click on the star icon in the header. The star is only visible to the person who activated it, but you can search Revelation for Starred tickets, and filter by the star on the Home Page.

Unstarred:

Starred:

Realtime Ticket Visibility

When you are in a ticket that is currently being viewed by another staff member, a box will appear with at the top right of the open ticket;

indicating which staff member is also viewing the ticket currently.

If you roll over the user's initials in the bar, you will be able to see the user's name.

Customizable Ticket Panel

Users have the ability to organize the ticket information panels in the left side toolbar of their tickets. To reorganize the order of information, select the edit button at the bottom of the information toolbar.

Click Save to save your changes. To revert back to the original order of the toolbar, click Reset.

Client information

This section appears on the top left of a ticket. It shows the following:

Client Name
- By clicking on the arrow next to the end user's name, you will see the option to edit the contact, then three options:
  - View Contacts in Dock - see all the contacts for this client in the Contact dock on the right side of the screen.
  - Edit Customer - goes to the customer info page in the Admin area. You will only be able to edit an area here if you have the permissions within Revelation helpdesk.
  - View Open Tickets - shows all open tickets for the client in a Search page.

Client Office
- Click on the globe icon to get a map view of the office location
End User
- Clicking on the envelope by the Contact's name will create an email to the Contact, and include the information within the Revelation ticket. If the Email Parser is active in Revelation, the Contact's response will be added as an action note to the ticket.
- Click on the User's name and you will be taken to the End User Information page for that user.
- If Contacts is active, the End User's contact information will be displayed on the right side of the screen.

If the Edit Flagged Notes icon is visible, and permissions are set, the End User Flag Notes can be added to or edited as needed.

Associated Contacts
- If active in the Admin area, additional contacts may be on the ticket. They will be listed under the main End User for the ticket. All of the options for the End User will also be available for the End Users. Associated Contacts will be CC'd on any emails sent to the main end User

User's phone number
User's extension (if available)
Project name for the client
Project type

NOTE: If the User's phone number is not available in Revelation, the main office number will be shown.

Time information

Shows how long the ticket has been open, the Status and if an SLA and Priority has been assigned to the ticket. If no SLA is associated, the timeline view will show when the ticket was open, and how many days it has been open. The option to Close the ticket is located here - click on the Close button to close the ticket.

Ownership

Owners are the staff assigned to the ticket. This could be a queue, one person or multiple people. As a user, you may have permission to edit a ticket's ownership.

To edit a ticket's ownership, click the three dots to expand the menu.

To add yourself to a ticket, select Add Me to be assigned to the ticket.

To claim full ownership of the ticket, click Own. Selecting this option will remove any other users assigned to the ticket and make you the sole owner.

Time Logged

This section will show you the time used within the ticket. If the ticket has a fixed amount of time set against the project, and the project is over, that time will be shown in red. Non-billable time, if enabled in the Admin area, will be displayed as well.

Time Used	Time Used-Client Over

Parent/Child Time Logged

The Time Logged section when the ticket is a Parent or Child will look similar, but you will be able to toggle between the time logged against the Parent ticket, the Child tickets or the total time on all the tickets.

Parent Ticket Time	Child Ticket Time	Combined Ticket Time

To toggle between times, simply click on the Parent-Child icon to cycle through each option.

Timeline

The Timeline is located above the Ownership section and shows ticket Service Level Agreement (SLA) details.

The ticket timeline shows when the ticket was opened at the start of the timeline visualization: if SLAs are activated for the project, it will also show the Respond by and Resolve by dates. The timeline window will also show the Service Level assigned to the ticket. The next At Risk date/time will appear when the ticket status is about to change from Good to At Risk. After that is Next Due, which is the next deadline that something is due by.

If the Multiple SLA option is active, you will be able to choose from a drop down of active SLAs for the project. If this is not active, the default SLA will be shown.

NOTE: The Resolve Date is static and calculated based on the SLA's set up within the system, and cannot be changed. The Next Due date is dynamic and is updated as the ticket is worked on. Once a ticket is “responded to” i.e. an action is logged, then the Due Date is updated (by the system) to the Resolve By Date (next milestone). The Due Date can also be manually changed by a tech.

Ticket Types

Ticket types and sub types are used to classify tickets into types of service you provide for your clients. This information is helpful for your clients to understand what types of issues you are resolving for them.

Revelation allows for up to four options, with one Ticket Type and up to three sub types. These can be selected through the drop-down menu. The example shown here has only the Ticket Type and one Sub Type active.

Users can also use search functionality to locate the ticket type they're looking for.

Quick Search

Quick Search, at the top of the page, provides a quick access to ticket information by selecting a specific client or by indicating a ticket number.

Link Out

Link out provides quick links to various Internet sites, which can be controlled by an Administrator. This feature is located in the right side toolbar:

To add a link: click on the + icon under Your links. Type in the URL and display name and click on save when done.

NOTE: These links are only visible to the end user creating them. Only System links are visible organization-wide.

Editing Tickets (from the Homepage)

In lieu of opening a ticket to make edits, you now have the ability to edit a ticket directly from the Homepage.

By right clicking on a ticket, a drop down will appear where you can select to edit the ticket.

Select Edit - which will direct you to the next screen where edits can be made to the ticket. Click Save once you have completed any Edits needed.