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OffiServ Refreshes Tickets Lists

by on June 17, 2012

Tickets are very common in OffiServ. They represent problems to be resolved or tasks to be performed by designated people. Even absence requests are represented as tickets.

Up to now OffiServ provided quite simple interface to deal with tickets. Basically, there were two lists of tickets:

Outgoing Tickets All tickets the user submitted. By default there are displayed all the tickets submitted by the user and not yet closed. Using Include closed checkbox the user could also display tickets already closed.
Incoming Tickets All tickets awaiting some action or attention from the user. For a regular OffiServ user the list displays all the tickets requiring some action or attention. For instance, the tickets the user has submitted earlier are displayed here once they have been declared as resolved by the service agent. For OffiServ administrators and service agents (users performing special roles in OffiServ like: IT Administrator, Office Maintenance, Purchasing) the list displays also the tickets which require to be serviced – i.e. which are submitted by other users and wait until a service agent resolve them. The list displayed:

  • the tickets already accepted by the service agent
  • tickets not yet accepted by any service agent.

There was also a checkbox Include tickets already accepted by others which was intended to allow some access to tickets being serviced by other service agents, e.g. when somebody is out of office.

Outgoing Tickets and Incoming Tickets lists provided basic interface to access tickets a user or a service agent was interested in. But we kept receiving questions and requests to improve them.

Tickets Lists Refresh

Based on our users feedback we rethought how the tickets should be presented by OffiServ – here is the result.

User Interface

The lists are available through Tickets menu which looks now differently, based on roles the user performs:

Everyday user view

Everyday user view

OffiServ admin view

OffiServ admin view

Service agent view

Service agent view

Everyday Users

For everyday users of OffiServ, there are only slight cosmetic changes.

  • Incoming Tickets list became Tickets Awaiting Your Attention to better reflect what a user should do with the tickets on the list.
  • Outgoing Tickets list became Tickets You Have Submitted in a similar manner.

Service Agents

Up to now, some service agents might have perceived Incoming Tickets list a bit messy: it contained mixed both kinds of items:

  • items they were about to service (e.g IT Admin had tickets on computer equipment issues)
  • and tickets they had submitted and then received for confirmation they had been resolved (e.g. the same IT Admin had his purchase request for a new chair on the list).

Now the new lists are available:

Tickets You Are Serving Tickets requiring a professional action by a service agent. The list displays:

  • The tickets already accepted by the service agent
  • The tickets not yet accepted by any service agent (waiting until somebody accepts them for service)
Tickets Your Team Is Serving Tickets requiring a professional action by a service agent. The list displays:

  • The tickets already accepted by any service agent having one of the same service roles as the service agent who is using the list
  • The tickets (one of kinds serviced by the user) not yet accepted by any service agent.

For instance, for a service agent who performs both IT Admin and Purchasing roles: the list will display all the tickets awaiting service or being serviced by any other service agent performing one of these roles. This means the list will display all unresolved Computer Issues and all unresolved but already approved Purchase Requests.

Tickets You Have Resolved Tickets already resolved by a service agent. The list will not display tickets resolved by other users.
Tickets Your Team Has Resolved Tickets already resolved by any service agent having one of the same service roles as the service agent who is using the list.For instance, for a service agent who performs both IT Admin and Purchasing roles: the list will display all the tickets resolved by any other service agent having one of these roles. This means the list will display all resolved Computer Issues and all resolved Purchase Requests.

The usual everyday work of a service agent may be performed using Tickets You Are Serving or Tickets Awaiting Your Attention list. When the service agent occasionally needs to poke to other service agent’s tickets or to refer to past tickets, he or she can use other three lists.

Managers of Service Agents

Additional lists are also very useful for managers or team leaders who want to review performance of their subordinates. To access the lists the manager has just to ensure he or she performs the same service agent roles like his or her subordinates (e.g: Purchasing, IT or Office Maintenance role).

Administrators

Site Administrators are able to configure OffiServ system for their organizations and also might require some special privileges to access any ticket for various purposes. Up to now, they could see the tickets on Incoming Tickets list but this caused the list was cluttered with too many tickets and they could overlook the important ones. So the list Awaiting your attention now displays only the tickets requiring some action or verification, as for an ordinary user.

Two additional lists are provided for Administrators. They display all the tickets within their organization:

All Tickets In Service All Tickets in the organization which has not been resolved yet.
All Resolved Tickets All Tickets in the organization which has been already resolved.

The list is accessible only for the users having OffiServ administrator role.

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