Strata Tickets

Working a ticket

For people with Work tickets: the lists, the ticket page, and the batch actions.

The lists

Tickets has My Tickets, a tab for each team you are on, All Tickets, and any views you save or that are shared with your groups. Filters, columns and sort belong to the view; pin a view to the dashboard. Team Queue shows the unassigned tickets on your teams. A row's color is its status.

Assigning

Click Unassigned (or the assignee) on the ticket to assign it to yourself, anyone who works it, or a team's queue. When a ticket on a team's queue is taken, the rest of the team stop being told about it.

The ticket page

The timeline holds comments, internal notes (never shown to the requester), status changes, time entries and performed actions, each with who and when. Add Time logs minutes at your rate. Followers are told about comments. Edit changes the category, issue, site, location, requester, student and fields; a change someone else saved first is refused rather than overwritten.

Resolving

Resolve asks for at least one performed action. It refuses while something the category requires is missing (the issue, a required field, the device, time when it is required, or a required form), and names the first thing missing.

Batch actions

Tick rows to assign, change status (with a performed action and a comment), comment, add followers or print several tickets as one PDF. Tickets that cannot take the change are skipped and named back.

Search

The search box in the Tickets header finds tickets by number, words in the title, description, fields and comments you may see, and devices and people when you see assets. A scanned tag or serial opens the device; a ticket number alone opens the ticket.