Incoming Ticket Report
The Incoming Ticket Report tab displays a list of all tickets that have been submitted through the computer and console. Refer to New Ticket for details on submitting tickets.
To display tickets, click 
and select All, Active, Closed, My Tickets or Unassigned.
and select All, Active, Closed, My Tickets or Unassigned. Enter a parameter in the search field to perform a search.
Click Columns to launch the column chooser. To add a column to the grid, drag from the Available Columns and drop to the Selected Columns. To remove a column from the grid, drag from the Selected Columns and drop to the Available Columns.
Click 
and configure the following features:
and configure the following features:• View Search and Filter – When View Search and Filter is enabled, you can click on the filter icon on each column to filter the list, right click on the header of each column to sort, or enter a parameter in the Search field of each column to search a particular column.
• Show Grid Checkboxes – Select to display checkboxes for selecting multiple computers. When enabled, you can select multiple computers and perform actions on the selected computers through the Actions button.
Click 
at the top right to view the full screen. To exit full screen view, click 
.
at the top right to view the full screen. To exit full screen view, click .The following information is displayed:
• Tickets
• Groups
• Tags
• Ticket ID
• Ticket Status
• Owner
• Assigned To
• Username (Windows)
• User Email
• Description – Click 
or 
to view the full description and attached files (if there are any). To download the attached files, click 
.
or to view the full description and attached files (if there are any). To download the attached files, click .• Notes – Click 
to view and edit notes.
to view and edit notes. • Date Added
• Last Modified On
• Last Modified By
Action Toolbar
Action Toolbar for Computers
Click on the computer name to view the Action Toolbar where you can perform the following actions.
• Computer Actions – Click Remote to allow RDP or VNC on the selected computer, Shutdown the computer, or Restart the computer.
• Ticket Actions – This option allows you to change the ticket status of the selected computer.
You can perform actions for multiple computers by clicking on 
beside the computer name in the Action Toolbar, and choosing to display the list of computers by categories: By Computer, By Group, By Tag. Select the computers from the drop-down list and click Select Computers, or click Select All Computers to select all the computers. Only online computers will be reflected in the Action Toolbar.
beside the computer name in the Action Toolbar, and choosing to display the list of computers by categories: By Computer, By Group, By Tag. Select the computers from the drop-down list and click Select Computers, or click Select All Computers to select all the computers. Only online computers will be reflected in the Action Toolbar.