Ticket Detail
Route: /org/resolve/tickets/:id · Permission: Read Tickets & SLAs
Replying, assigning and editing needs Reply to tickets, assign agents, and update RMAs.
1. What this screen is for
The queue is where you decide what to work on. This is where you work on it — and where the ticket's two SLA clocks are visible, which is the thing that most often decides what you do next.
Three regions:
| Region | Holds |
|---|---|
| Header | Who, what, and the ticket's identity |
| Tabs (centre) | The work — conversation, activity, ITIL, time, files, tasks |
| Right rail | The clocks and the editable classification |
2. How a ticket spreads across the application
Two consequences worth internalising:
- The customer sees your public replies on the portal at
/support/ticket/:id. Internal notes are never shown there. - Everything measured about your service desk starts here. First response time, handle time, first-contact resolution and CSAT are all derived from what happens on this screen.
3. Header
Breadcrumb (Tickets > #OO-CORE-202607-0112), status and priority chips, the subject, then two
identity cards — Requester and Assignee. Unassigned reads "Awaiting assignment".
Top right: Back to Queue and Split Conversation.
Below, a meta row: Ticket ID · Created On · Source · Category · Due By.
Splits a thread that has drifted into a second issue into its own ticket, so each gets its own SLA clock and resolution.
The case to watch for: a customer replies to an old, resolved ticket with an unrelated problem. Without a split, the new issue inherits the old ticket's history and clocks — and its resolution time is measured from the original creation date, which quietly corrupts your metrics.
4. The six tabs
| Tab | Holds | Count in label |
|---|---|---|
| Details | Description and custom fields | — |
| Activity | The conversation and the reply composer, the AI Assist panel, and the audit timeline — every status change, assignment and reply | ✅ |
| ITIL & RMA | Problem and change binders, related items, RMA lifecycle | — |
| Time Logs | Support time tracked against this ticket | ✅ |
| Attachments | Files | — |
| Tasks | Linked work items | ✅ |
Three carry a live count, so you can see there are two activity entries and no tasks without opening either.
Details
Description is the requester's own words. Custom Field Specifications below holds whatever the project defined under Settings → Custom Fields.
The reply composer, the conversation thread and the AI Assist panel all render under the Activity tab. Details is description and custom fields only. If you have opened a ticket and cannot find the reply box, you are on the wrong tab.
A ticket raised through the customer portal carries a Diagnostics block filled in automatically: OS · screen resolution · browser · viewport · full user agent · click coordinates.
You almost never need to ask "what browser are you using?" on a portal ticket. Check Details first — and note that agent-raised and email tickets will not have this, which is itself a useful signal about how the ticket arrived.
Conversation
Replies are either public or an Internal Note Only.
Internal notes are ignored by the SLA engine, by design — they are not a reply to the customer. A ticket can have ten internal notes and still breach its response target. If you are investigating before replying, post a short public acknowledgement first.
5. The right rail
Stopwatch Compliance
Two dials — SLA Response and SLA Resolution — each showing the percentage of SLA time
remaining, its state (e.g. BREACHED), and when the clock started.
The panel restates the rules in place:
| Rule | Detail |
|---|---|
| Response SLA | Triggers on ticket creation. Fulfilled by the agent's first public reply. Internal notes ignored. A reply after the deadline keeps the breach visible |
| Resolution SLA | Progresses until status is resolved or closed. Reopening a resolved ticket resumes the clock |
| Pausing | Both clocks pause in any workflow status flagged Pause SLA (typically Pending) and resume where they left off |
| The dial | Shows % of SLA time remaining. 100% means the full window is still available — not that the work is done |
The dial reads remaining, not elapsed. A brand-new ticket shows 100% on both clocks. It is a fuel gauge, not a progress bar.
Internal OLA & UC targets
Separate internal clocks:
- An OLA clock starts when the ticket is assigned to an agent whose department has an OLA policy.
- A UC clock starts when the ticket enters a vendor-wait status.
Both are configured under Settings → Business Hours & SLAs. When none are running the panel says so. See Core concepts for the SLA / OLA / UC distinction.
Ticket Properties
| Field | Control | Source of values |
|---|---|---|
| Status | Dropdown | The project's workflow statuses — Settings → Statuses & Workflows |
| Priority | Dropdown | Fixed: P1 Urgent · P2 High · P3 Normal · P4 Low |
| Category | Dropdown | Settings → Ticket Classification |
| Sub Category | Dropdown | Children of the chosen Category |
| Item | Dropdown | Children of the chosen Sub Category |
| Tags | Multi-value | Free-form |
Sub Category is disabled until a Category is chosen — it reads "Pick a category first" — and Item until a Sub Category is ("Pick a sub category first"). You cannot classify at level 3 without levels 1 and 2, which is what keeps category reporting coherent.
6. ITIL & RMA
| Feature | Purpose |
|---|---|
| Problem binder | Bind this incident to a problem record |
| Change binder | Bind it to a change that caused or fixes it |
| Related items | Other linked tickets |
| RMA lifecycle | Hardware returns |
The RMA lifecycle
Five stages: Initiated → Shipped → Received → Inspected → Closed / Dispatched, with a Shipping Label Link and Device Serial Number.
Choosing RMA as the Ticket Type in the New Ticket drawer adds a required Device Serial Number field. That is where this value comes from — so an RMA raised as the wrong type arrives without one.
7. Don't confuse this with…
| Screen | What it is |
|---|---|
| Ticket detail (this page) | One ticket, in depth |
| Resolution Queue | All tickets, shallow — triage |
Customer view /support/ticket/:id | What the requester sees: public replies only |
| Problems | The cause behind many tickets |
| Activity tab vs Time Logs tab | Activity is the audit trail (what changed). Time Logs is effort booked (how long you spent). They are not the same record |
The single most consequential control on this page. A public reply reaches the customer, appears on their portal view, and stops the Response SLA clock. An internal note does none of those things.
8. Troubleshooting
| Symptom | Cause |
|---|---|
| Response SLA still running after you replied | The reply was an internal note |
| Resolution clock jumped backwards | Ticket was reopened — the clock resumed |
| Both clocks frozen | Status is flagged Pause SLA in the workflow |
| No Diagnostics block | Not a portal ticket — agent, email and API tickets have none |
| Sub Category disabled | Category not chosen — the cascade is enforced |
| No OLA clock on an escalation | The assignee's department has no OLA policy |
| Resolution time looks absurd on a reopened old ticket | A new issue was appended instead of Split Conversation |
Related
- Resolution Queue
- Core concepts — SLA, OLA and UC
- Problems · Changes