NinjaOne Ticketing: Manage Your Tickets

Topic

This article describes how to work with and manage your tickets in NinjaOne.

The NinjaOne platform is compliant with the Health Insurance Portability and Accountability Act of 1996 (HIPAA); please submit a request to your account manager for a signed Business Associate Agreement (BAA). It is best practice to exercise proactive security measures, use Simple Mail Transmission Protocol (SMTP) servers to transmit ticket data, and ensure sufficient protocols are in place to maintain HIPAA compliance in all actions.

Environment

NinjaOne Ticketing

Description

Use this article to learn the purpose of each section or field within a ticket in NinjaOne, and how to interact with tickets for best practice management.

Want to learn more about NinjaOne Ticketing? Check out our video library.

Select a topic to learn more:

Access Tickets
Ticket Health
Ticket Sections: Overview
Merge, Change, and Split Tickets
Export Tickets
Additional Resources

Access Tickets

Access your ticket boards from the navigation sidebar in NinjaOne.

ticketing boards.png — **Figure 1**: Access your NinjaOne Ticketing boards

When you open a ticket, the requester (the person who submitted the ticket) will automatically receive a confirmation email. The email will come from the email alias you set up during configuration. To learn more about configuring the NinjaOne Ticketing tool, refer to NinjaOne Ticketing: Setup and Configuration.

You can add, remove, or rearrange columns on the board. Click Edit Board to configure what data you want to display on the page. Use the filter drop-down menus to find or sort the data.

ticketing board_edit board and filters.png — **Figure 2**: Manage your NinjaOne Ticketing boards

Ticket Health

Your configuration preferences determine the Status color for tickets.

In the Health column, an exclamation point (!) will appear when you label a ticket as high priority and high severity. A yellow triangle alert will display when you link ongoing alerts to the ticket.

ticket health_exclamation.png — **Figure 3**: Example of ticket health icon

Ticket Sections: Overview

When you open a ticket to begin working on it, there are numerous modifiable fields. For an explanation of these sections, refer to NinjaOne Ticketing: Anatomy of a Ticket.

Merge, Change, and Split Multiple Tickets

To merge, change, or split a ticket, activate one or more boxes to the left of the ticket status and then select an option at the top of the table. Open the actions menu to review additional functions. For further instructions, refer to NinjaOne Ticketing: Merge, Change, and Split.

Resolve a Ticket

To resolve a ticket as Done in NinjaOne, select the appropriate Resolved status from the Status drop-down menu within the ticket. If the ticket is designated as a parent, then the confirmation prompt will inform you that all attached child tickets will also be resolved.

You cannot resolve a parent ticket and leave related child tickets open. You cannot edit child tickets until you resolve the parent ticket.

ticketing_resolved status.png — **Figure 4**: Split a ticket → Configure new ticket details

Export Tickets

Times displayed on exported ticket spreadsheets may not match those shown in the NinjaOne console, as the export tool pulls the user's configured time zone. To control the data exported for tickets, use the filters at the top of the ticket board or click Edit Board to add or remove columns. The data will export to a .csv file in the format displayed in NinjaOne.

Export Multiple Tickets

You can export tickets from any board by clicking the export icon. Then, select the applicable option from the drop-down menu.

export tickets.png — **Figure 5**: Export tickets (click to enlarge)

Export a Single Ticket

You can use the actions menu to export the single ticket details from within any open or deleted ticket. The ticket will export the data to a CSV file named after the ticket ID, including all fields and both public and private comments.

Additional Resources

Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.