Overview

Tickets with a Delegator

Workflow overview:

Pending --> Open --> Resolved --> Closed

Steps:

1. Creator creates a ticket by choosing a ticket category and describing what needs to be done
   
2. The newly-created ticket starts in the Pending stage, where it is waiting for the Delegator decide who should resolve it
   
3. The Delegator moves the ticket to the Open stage by choosing a Resolver
   
4. The designated Resolver completes whatever task/work/information that the ticket is requiring, and then marks the ticket as Resolved
   
5. The Closer checks to make sure that the required work has been completed, before marking the ticket as Closed
   

Tickets without a Delegator:

Workflow overview:

Open --> Resolved --> Closed

Steps:

1. Creator creates a ticket by choosing a ticket category and describing what needs to be done
   
2. The newly-created ticket starts in the Open stage, waiting to be resolved by whomever has been specified as a Resolver for this category of ticket
   
3. The designated Resolver completes whatever task/work/information that the ticket is requiring, and then marks the ticket as Resolved
   
4. The Closer checks to make sure that the required work has been completed, before marking the ticket as Closed
   

Creating a Ticket

1. Category
   
1. This determines the people who will have roles in the workflow, as well as which of these users are notified at each stage.
   
2. Some categories may have a checklist template attached to them
   
2. Priority (depending on the Settings, this may affect the Due Date)
   
3. Due Date (depending on the Settings, this may be determined by the Priority)
   
4. Subject
   
5. Content/Body
   

Updating a Ticket

Current and future stages of the ticket appear in the small numbered flow chart.
The pink 'Actions' button is used to update the status of the ticket. You will be prompted to add a comment when changing/updating the status of a ticket.

You can tap on the comments tab to view comments. This tab also allows you to add additional comments with without needing to update the status of the ticket.

Similar to checklists, tickets also have email functionality. Updating the status of a ticket will automatically send out emails, depending on how the email notification rules have been set up in the ticket category workflow. By default, the person at the following stage in the workflow will be notified (e.g. Moving a ticket into the Resolved stage will generally notify the Closer, because the ticket is now waiting for them to do their part). 
You can also specify additional email recipients if you want someone outside the workflow to be kept in the loop.

A user may decide to push a ticket back by one stage. This is useful in situations where a task has not been completed as required, or if there is information missing e.g. a closer might re-open a ticket if some required work was not fully completed.