{"id":890,"date":"2014-03-24T15:46:08","date_gmt":"2014-03-24T15:46:08","guid":{"rendered":"http:\/\/psws.glenbard.org\/index.php\/2014\/03\/24\/web-help-desk-viewing-ticket-history\/"},"modified":"2016-02-23T13:19:35","modified_gmt":"2016-02-23T19:19:35","slug":"web-help-desk-viewing-ticket-history","status":"publish","type":"post","link":"https:\/\/docs.glenbard.org\/index.php\/technology\/web-help-desk\/web-help-desk-viewing-ticket-history\/","title":{"rendered":"Web Help Desk – Viewing Ticket History"},"content":{"rendered":"

How to view your ticket history in Web Help Desk.<\/p>\n

<\/p>\n

1. Click the History button on the Web Help Desk toolbar.<\/span><\/p>\n

\"\"<\/a><\/p>\n

 <\/p>\n

2. All of your Active tickets will be displayed by default. Below is an example of all “Closed” tickets:<\/p>\n

\"\"<\/a><\/p>\n

 <\/p>\n

A) Filters and search options:<\/strong><\/p>\n

Ticket No.<\/strong><\/p>\n

If you know the ticket number you are searching for type it in this box. (You must type the entire ticket number to return any results.)<\/p>\n

Status<\/strong><\/p>\n

You can view tickets according to their status:<\/p>\n

All<\/strong><\/p>\n

Shows all tickets.<\/p>\n

All active<\/strong><\/p>\n

Show all Open and Pending tickets.<\/p>\n

Closed, Cancelled, Resolved<\/strong><\/p>\n

These are tickets that are considered “solved”. Generally they will be marked as Closed.<\/p>\n

Request Approved, Pending, Declined<\/strong><\/p>\n

These types are only used for Equipment Loan Requests.<\/p>\n

Contains<\/strong><\/p>\n

You may search for tickets containing all words entered in this box. Works best with the Status set to search All tickets.<\/p>\n

Click the Search button to begin your search. Clicking the Clear button will reset the view to the default.<\/p>\n

 <\/p>\n

B) Column Headings<\/strong><\/p>\n

Some of these headings will let you sort your tickets according to your choice if you click the heading title. These are marked with an asterisk (*). For example, your tickets will be sorted by the Ticket # if you click the “No.” heading.<\/p>\n

* No.<\/strong><\/p>\n

Ticket Number. Every ticket has a unique number.<\/p>\n

* Date<\/strong><\/p>\n

The day the ticket was created.<\/p>\n

* Updated<\/strong><\/p>\n

The last day that the ticket was edited.<\/p>\n

* Status<\/strong><\/p>\n

The current status of the ticket.<\/p>\n

Request Detail<\/strong><\/p>\n

A descrition of the help request and any notes added by you or a Technician.<\/p>\n

Not Shown:<\/p>\n

“Paperclip”<\/strong><\/p>\n

Shows if there are any Attachments added to the ticket and how many have been added.<\/p>\n

Survey<\/strong><\/p>\n

Lets you know if the ticket is a Survery. (Rarely used)<\/p>\n

URL<\/strong><\/p>\n

A link to the ticket.<\/p>\n

 <\/p>\n

C) A listing of the tickets according to the filter and search options that you have chosen.<\/strong><\/p>\n

The numbers inside of the dark blue boxes are Ticket Numbers. Clicking on one of these will show you more details about the ticket.<\/p>\n

 <\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

How to view your ticket history in Web Help Desk.<\/p>\n","protected":false},"author":1,"featured_media":888,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[24],"tags":[463,462,461,460],"class_list":["post-890","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-web-help-desk","tag-history","tag-ticket","tag-web-help-desk","tag-whd"],"acf":[],"_links":{"self":[{"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/posts\/890","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/comments?post=890"}],"version-history":[{"count":2,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/posts\/890\/revisions"}],"predecessor-version":[{"id":2652,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/posts\/890\/revisions\/2652"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/media\/888"}],"wp:attachment":[{"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/media?parent=890"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/categories?post=890"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/docs.glenbard.org\/index.php\/wp-json\/wp\/v2\/tags?post=890"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}