Topic
This article explains how to navigate and use the fields within a ticket in NinjaOne.
Environment
NinjaOne Ticketing
Description
When you open a ticket to begin working on it, there are numerous modifiable fields and tools. Understanding these tools will empower you to get the most out of our ticketing solution.
Select a category to learn more:
- Ticket Action Menus, Tabs, and Filters
- Requester
- Details
- Public Response and Private Note
- Ticket Activity
- Recent Tickets
- Expand Visibility
Ticket Action Menus, Tabs, and Filters
The header of a ticket contains the name of the ticket and its creation date, and several menu options. The following table describes the function of all fields in this area.
| Number | Feature Description |
|---|---|
| 1 | This text shows the name and number of the ticket. Click the star to add the ticket to your Favorites list. |
| 2 |
|
| 3 |
|
| 4 |
|
| 5 | This area shows the date of ticket creation and how the ticket was created (either automated or manually by a user). |
Related Tickets
The Related Tickets tab allows you to link tickets or assign them to a parent (top-level) ticket. This tab will appear after you save a newly created ticket. You can also use this tab to reassign linked incidents to different problems.
- Add related ticket: Link any ticket to any other ticket. You can link multiple tickets at a time. After linking a ticket, click the button again to link another.
- Assign parent ticket: Select a ticket to assign as a parent. You can only assign one ticket as the parent. If you assign a parent ticket and then click Assign parent ticket again, any ticket you select will replace the original assignment.
- Remove a related ticket: Select the checkbox next to the related ticket and then click Remove. You can only remove one relationship at a time.
When linking to another ticket or assigning a parent, define the relationship between the tickets by selecting an option from the Ticket Relationship drop-down menu. If you need to create a new relationship, you can do so from the NinjaOne Ticketing configuration page at Custom → Relationships if you have the appropriate permissions. Refer to NinjaOne Ticketing: Setup and Configuration to learn more.
Requester
The Requester section of the ticket provides the responsible organization, the name of the individual who requested the ticket (if not created via automation), the affected device, and the agreement service if applicable. Click Edit to modify these fields. The organization that you select will determine what data appears in the related drop-down menus; technicians and end users who belong to other organizations will not appear.
After you enter data into the fields, you can take the following actions:
- Click the organization or location name to navigate to its dashboard.
- If the requester is a technician, click the name to navigate to their account page. If the requester is a contact, click the name to view or edit contact information. If the requester is an end user, click the name to the end user's dashboard.
- Click the device name to navigate to the device's dashboard. Click the action button to view available actions that you can take on the device.
Details
The Details section of a ticket allows you to assign attributes to the ticket, such as the technician responsible for ticket resolution, priority or severity, and other custom fields required by the ticket form in use.
When viewing a ticket without an assignee, technicians can quickly assign the ticket to themselves by clicking Assign to me. This button is only visible when there is no assignee. You can click the X to the right of the current assignee's name to remove them, and the Assign to me button will display on the ticket page.
Use the Additional Assignees field to add multiple technicians to the ticket for visibility and collaboration.
Public Response and Private Note
The response panel allows technicians to publish public responses and private notes. The requester and CCs will receive notification of new public responses via email, unless the ticket requestor posted the response. Only technicians can view private responses. You can manage email notifications at Administration → Apps → Installed → NinjaOne Ticketing → General → System Email Notifications.
The timer in the response window indicates how long the ticket has been worked and either starts automatically when you click inside the response field, or can be manually started, depending on the general ticketing settings. You can configure these settings at Administration → Apps → Installed → NinjaOne Ticketing → General → Settings. This timer may be paused at any time, edited, or reset. To edit or reset it, open the action menu next to the timer. The timer will also reset when publishing a response or note.
When you type in the text field, whether as a Public Response or Private Note, the Save button in the top-right corner of the ticket will change to a Publish button. If you also made changes to any modifiable field, those changes will be published concurrently with the response or note.
- NinjaOne will automatically spellcheck responses and notes, and will underline typographical errors.
- NinjaOne will scan attachments and trigger an activity if infected or suspicious attachments are found. You can configure the activity to send notifications to technicians, a notification channel, or create a ticket. To configure notifications, navigate to Administration → General → Activities and turn on notifications for the Attachment File Suspicious activity.
- Refer to NinjaOne Attachment File Use and Limitations for more information about attachments.
- Highlight the text to view styling options.
- Technicians may tag other technicians within ticket responses. Tags will automatically send an email notification to that technician. Technicians do not receive emails when tagging themselves.
- If a technician tags another technician who does not have access to that ticket, an icon and tooltip will be displayed to indicate the missing requirement.
- If a tagged technician is deleted from NinjaOne, an icon and tooltip will be displayed to indicate that information.
- When you add a Public Response to a parent ticket, you can publish the response to all linked tickets.
- The Public Response feature is not available on tickets that are not designated as "parent."
- By default, all linked relationships are selected when the checkbox is selected. You can remove relationships by clicking the X.
Link Other Tickets within a Response
Technicians with the appropriate permissions can use the response feed to link to other existing tickets by using the hash (#) function followed by the ticket number. Use this method for non-incident or problem tickets that may be used to link an ongoing investigation or refer to a workflow.
If the ticket number is a valid format, it displays as a hyperlink in the feed. However, if the ticket number is not correct, clicking the link will result in a Ticket Not Found notification.
Ticket Activity
This panel displays all information about changes to the ticket as well as responses.
- Filter Type to show public responses, private notes, system activity, or any combination of those three.
- Filter Sort by to organize the feed by either newest or oldest.
Recent Tickets
Recent tickets are open tickets that share the same organization, user, device, or location. Only the five most recent tickets are displayed by default; click View more tickets to expand the search.
Move your cursor over the subject to preview the recent ticket data. Use the drop-down menu or click View more tickets to review:
- Organization: See other tickets assigned to the same organization.
- Location: See other tickets assigned to the same location.
- User: See other tickets requested by the same user.
- Device: See other tickets assigned to the same device.
When creating or viewing a ticket, review the Recent tickets tool to reduce the chances of creating duplicate tickets and find an opportunity to reference related tickets. Recent tickets will track data from one year prior to the current date and exclude deleted tickets.
Use the icons at the top to view recently created tickets by organization, location, user, or device. If the number of tickets exceeds the space provided, click View more tickets appears to open a new tab that is pre-filtered to the selected data.
Expand Visibility
Other functionality in the ticket editor includes the ability to expand or collapse the response or activity section and extend the WYSIWYG box.
To change the width of the section, move your cursor between the response editor and the Recent tickets section until a blue vertical line appears. Click and drag the blue line to the left or right, according to your preference.
To change the length of the response editor, move your cursor over the bottom right corner of the box. When the cursor changes to a double-arrow icon, click and drag the box up or down accordingly.
Additional Resources
Refer to NinjaOne Ticketing: Resource Catalog to learn more about this feature.
The following resources go further into detail regarding tools mentioned within this article: