3.1.1 Incidents list page

Once logged in, you'll see a list of all the most recent tickets, ordered by ticket number.

The website interface is divided in 2 main areas: the incidents list and the left sidebar where the advanced search and the customer details are located.

In this chapter we'll see the former, the next chapter is the one dedicated to the advanced search.

incidents_list

Above the incidents table, a toolbar contains some settings and functions, beside the count of the displayed tickets in the current page and the total ones:

incidents_toolbar

• Order: It's possible to order the tickets by several criteria, either in ascending or descending order, corresponding to all the columns listed below.

• Show: Select the number of tickets to show per page.
Note: the higher the number is, the slower the loading time of the web page will be.

• Search in table: You can search for specific tickets from here. The function looks for a match with the inserted text in all the fields listed below, except for Action, State and Attachments.

• Report: Here it's possible to extract a report of the incidents list displayed, choosing among these options:
- Only subject: The report will contain a table consisting of the text taken from some of the fields shown in the incidents list.
incidents_report_only_subject
- Subject and Message: The report will contain a table consisting of the text taken from some of the fields shown in the incidents list and the content of the field Message of the last solution.
incidents_report_subject_message
- Subject and Last reply: The report will contain a table consisting of the text taken from some of the fields shown in the incidents list and the content of the field Reply of the last solution.
incidents_report_subject_lastreply

• Refresh incidents: Reloads the incidents table with the last updates made to the tickets. This is possible also clicking on the "OLD DATA!" button that appears on the upper-left corner from time to time.

• Open all incidents preview: It executes the same operation as the function "Open preview" (see below), but it's applied for all the tickets in the list.

• Statistics: 

• Exportable incidents: 

• Add incident: 

The incidents list is structured in a table, showing the following information for each element:

• Checkbox: Use it to select more than 1 incident (or all of the ones of a single page) and perform actions for all the tickets selected. When one or more tickets are selected it's possible to close or delete them all, using the buttons above the incidents table. These buttons are hidden when no incident is selected with the checkbox.
support_checkbox

• Action: The buttons under this column allow you to perform some actions on the ticket.
support_actions
2 of them are directly available in the table, the others can be accessed clicking on the three-line button:
- Open preview: Allows to see the fields Message, Reply and Internal note of the ticket's solutions horizontally, starting from the last one. If one or more fields of a solution are empty, they won't be displayed. If the Message field contains the same exact text as the previous solution (considering also the spacing and the paragraphs), it won't be displayed.
- Open incident: Opens the complete view of the ticket (see chapter 3.1.4.0 Incident page for more info).
- Open preview overlay: Same as the "Open preview" function, but the solutions' fields are shown vertically.
- Delete incident: Deletes the ticket and moves it in a different section, accessible from the "Deleted call" template (see chapter 3.1.2.0 Advanced search).
- Add link: Allows to link another ticket to the selected one. This function is also available from the Incident page.
- Approve: Sets the last solution's quality check as "Approved". It's not available if the last solution of the ticket is created by the same logged user (in short, you can't approve your own solutions).

• Priority: The priority value assigned by Fabio to the ticket, according to the urgency of the problem or the importance of the job. To a lower value corresponds a higher priority. Tickets with the higher priority values are highlighted in orange. This is the same priority developers follow for the modifications Fabio assigns them.

• State: The state of the last solution of the ticket. With the default view, you don't see tickets left in some of the possible states. For example, you can't see closed tickets.

• Number: The progressive and automatically assigned ticket number.

• License: The customer code assigned to the ticket.

• Jts id: 

• Subject: A brief description of the main topic of the incident.

• Last update: The date and time when the ticket has been updated for the last time.

• Open by: The user who created the last solution of the ticket.

• Assign to: The user which the ticket is assigned to. Usually a ticket is assigned using the "Advanced analysis" state, but this column displays what is set in the "Assigned to" field even if the incident is in a different state.

• Filename: The content of the "Filename" field of the ticket. This field is compiled by the developers with the name of the fixed file. Sometimes the filename is present only in the solutions with Fixed state, sometimes it is also in the next solutions, including the last one. In this last case or if the ticket is in Fixed status, the filename can also be seen in the incident list page.

• Version: The content of the "Version" field of the ticket. This field is compiled by the developers with the version of the fixed file. Sometimes the version is present only in the solutions with Fixed state, sometimes it is also in the next solutions, including the last one. In this last case or if the ticket is in Fixed status, the version can also be seen in the incident list page.

• Jts project: 

• Contact: It displays the content of the "Contact" field in the ticket. It's the person we refer to for communications with the customer.

• Attachments: It shows if there are files uploaded in the doma of the ticket.