Ticket Reporting

In a company's Deacom environment, the Ticket Reporting section can be used by customers as their own ticket reporting system to manage their own internal IT issues, and not Deacom support tickets specifically.

In the Deacom Tracker environment, used strictly for submitting Deacom support tickets, once users log into Tracker, all the menu options in Deacom will be grayed out with the exception of CRM > CRM Reporting, CRM > Ticket Reporting, and several of the transactions under the User menu.

Navigating to CRM > Ticket Reporting will present users with the Ticket Reporting pre-filter, which can be used to generate reports or information on Projects, which are essentially a grouping of tickets related to specific projects or tasks. When sending emails from Ticket Reporting via the "Email All" or "Send Email" buttons, a note indicating that an email has been sent will be added to the ticket. When operating in the Ticket Reporting section, Users can be restricted to a specific Contact via System > Maintenance > User Restrictions. More information on configuring user restrictions is available via Managing Users and User Security.

The CRM Maintenance area contains several tables supporting the creation and grouping of tickets, including:

Project Categories
Project Note Types
Task Categories
Task Statuses
Ticket Categories
Ticket Category Security
Ticket Note Types
Ticket Search 1-5

System Navigation

For tracking internal IT issues: CRM > Ticket Reporting
For submitting Tech Support Tracker Tickets: Type "/Tracker" at the end of the Deacom Tracker environment URL, log in, then navigate to CRM > Ticket Reporting

Ticket Reporting pre-filter

When accessing this form for submitting Deacom Support tickets, limited options may be available.

Button/Field	Description
View	Generates the report selected with the pre-filters set. A ticket report can be printed through the View Ticket form.
New Ticket	Opens the Edit Ticket form, which is used to enter a new Ticket representing an issue.
New Project	Opens the Edit Project form, which is used to enter a new Project representing a set of issues.
Modify	Opens the Ticket or Project selected in modify mode, depending on the "Report Type" selected.
Report Type	Pick list used to determine the kind of report to generate.. Beginning in version 16.02, users with permission can create unlimited user versions of any ticket report and also determine which reports each user will see in this field. See the Configuring Grid Layouts and Automated Reports and Grid Layout Security pages for information. Options are: Project Detail - Displays detailed information regarding Projects, including their associated Contacts, Tickets, dates, Work Flows, etc. Project Notes Detail - Displays information for the Notes added to Projects. CRM Project Note UDFs can be added to this grid as well. Project Summary - Displays summary information for Projects, including their assigned Categories and the number of Tickets in each Status. Project Tasks - Displays one record for each Task associated with the project. Milestones are also included in this report. Ticket Contact Detail - Displays Tickets and their associated Contact(s), Contact Person(s), Summaries, dates, and Work Flow info. Ticket Notes Detail - Displays Tickets and their associated Notes. Ticket Summary - Displays summary information for Tickets, including Contact, Primary Contact, Entered by, Summary, dates, and Work Flow info. A ticket report can be printed through the Ticket Summary. Ticket Work Flow - Displays Tickets and associated Work Flow information.
Date Based On	Pick list used in conjunction with the date filters to dictate the order in which results appear. Only available when running "Ticket" Report Types. Options are: Created - Orders results based on the "Created Date" indicated on the Ticket's General tab. Expected - Orders results based on the "Expected Date" indicated on the Ticket's General tab. Last - Orders results based on the "Last Action Date" indicated on the Ticket's General tab. Plan Provided Promised - Orders results based on the "Promised Date" indicated on the Ticket's General tab. Resolved - Orders results based on the date the Ticket's "Status" was changed to "Closed".
Start/End Date	Used in conjunction with the "Date Based On" selection to determine the date range of tickets to be included in the results.
Project	Filters report results for Tickets assigned to the selected Project.
Project Category	Filters report results for Tickets assigned to Projects in the selected Project Category.
Contact	Filters report results for Tickets assigned to the selected Contact.
Ticket	Filters report results for the selected Ticket.
Primary Contact	Filters report results for Tickets with the "Primary Contact" set to the selected user.
Assigned To	Filters report results for Tickets with the "Assigned To" set to the selected user.
Status	Pick list used to determine the Tickets included in the report based on their assigned "Status". Options are: All - Displays Tickets in all Statuses. Canceled - Displays only Tickets that have been canceled. Closed - Displays completed Tickets. Duplicate - Displays duplicate Tickets. On-Hold - Displays Tickets for which work is currently on hold. Open - Displays all open Tickets that are actively being worked on.
Project Status	Pick list used to determine the Projects included in the report based on their assigned project status. Only available when using a Report Type of Project Detail, Project Notes Detail, and Project Summary. Options are: All - Displays Projects in all Statuses. Canceled - Displays only Projects that have been canceled. Closed - Displays completed Projects. Duplicate - Displays duplicate Projects. On-Hold - Displays Projects for which work is currently on hold. Open - Displays all open Projects that are actively being worked on.
Category	Filters the report for tickets assigned to the selected Ticket Category. Users can be restricted from viewing tickets assigned to certain Ticket Categories via Ticket Category Security.
Work Flow	Filters report results for Tickets with the selected Work Flow assigned.
Work Flow Assigned To	Filters report results for Tickets with the next open Work Flow Sequence assigned to the selected user.
Sequence	Filters report results for Tickets with the selected Work Flow Sequence listed as the next to be completed.
Ticket Search 1-5	Filters report results for Tickets with the selected user-defined Ticket Search 1-5 options.
Entered By	Filters report results for Tickets entered by the user selected in this field.
User Group Type	Option to filter report results for Tickets based on the following criteria: Assigned To - When a User Group is selected below, filter the report by the User Group of the Assigned To user. Entered By - When a User Group is selected below, filter the report by the User Group of the Entered By user. Primary Contact - When a User Group is selected below, filter the report by the User Group of the Primary Contact user.
User Group	Filters reports results for Tickets entered by users in the User Group for the User Group Type selected.

Edit Ticket form

Opened via the "New Ticket" or "Modify" buttons on the Ticket Reporting pre-filter, the "New" or "Modify" buttons in several Ticket reports, or via the "Modify" or "New Ticket" buttons on the Edit Project form. A list of all Notes added to the selected Ticket is displayed at the bottom of the form and includes details such as the date and time of entry, user who entered the note, Note Type, and the Note itself. A ticket report can be printed through the Edit Ticket form.

Button/Field	Description
Send Email	Allows the user to select an email template to use, then drafts an email to the Contact Person selected on the Contacts tab.
Email All	Allows the user to select an email template to use, then drafts an email to all Contact Persons listed on the Contacts tab.
Ticket	Displays the sequential, system-generated number.
Primary Contact	Indicates the user who is responsible as the main point of contact for the ticket.
Assigned To	Indicates the user who is currently working on the ticket.
Summary	Memo field used to define the summary or business case of the issue.
Detail	Memo field used to define the detail or steps to reproduce of the issue.
Resolution	Memo field used to define the steps taken or information provided to resolve the issue.

General tab

The General tab houses general information regarding the Ticket, such as who it was entered by, the Status, and all pertinent dates.

Field	Description
Entered By	Displays the user who entered the ticket.
Ticket Search 1-5	Displays the user-defined Ticket Search 1-5 options. If desired, captions for these fields may be set using the Languages and Captions tables. For more information, refer to Managing System Languages.
Status	Pick list used to define the status of the ticket. Options are: Canceled Closed Duplicate On-Hold Open
Created Date/Time	Indicates the date and time this ticket was created.
Last Action Date/Time	Indicates the date and time this ticket was last saved.
Expected Date	Indicates the date this ticket is expected to be completed.
Promised Date	Indicates the date this ticket is promised to be completed.

Contacts tab

The Contacts tab lists all Contacts and associated Contact Persons that are considered interested parties for the selected Ticket. Using the "Add" or "Modify" buttons within this tab allows the user to select a specific Contact and send an email, via the "Send Email" button, to just that person. This action may also be completed using the "Send Email" button on the header section of the Edit Ticket form. If the project contains a Contact, the Contact will automatically be added to this tab when clicking the "New Ticket" button from the Edit Project form.

Projects tab

The Projects tab lists all Projects with which this Ticket is associated. Projects, which are used to group a set of Tickets related to a larger task, are managed via the Edit Project form, which is opened via the "New Project" button on the Reporting Management pre-filter.

Work Flow tab

The Work Flow tab displays the Work Flow assigned to the Ticket record and the associated Sequences that must be completed before the master record is considered complete. For more information on the fields and process, refer to the Edit Work Flow Sequence form section of the Work Flow Reporting page and the Configuring Work Flows page.

User Fields tab

Deacom allows the creation of user-defined fields that, once created, are available on various master data records such as items, Vendors, and Ship-to Companies. These fields allow companies to enter and store information outside of the fields provided in the system. User fields may be added via Tools > Maintenance > User Fields. For more information, refer to Configuring User Fields and User Calculations.

Edit Project form

Opened via the "New Project" button on the Ticket Reporting pre-filter or the "New" or "Modify" buttons in several Ticket reports, Projects are used to group a set of Tickets related to a larger task. One may also configure Work Flows from this form.

Button/Field	Description
Add	Opens the Add Ticket form, which is used to select an existing ticket to add to this Project.
Modify	Opens the Edit Ticket form, which is used to modify the selected Ticket.
Delete	Deletes the selected Ticket from the Project so that the two are no longer associated.
Move	Allows the user to transfer one or more Tickets to a different Project and dictate the sequence with which they will be sorted.
Sort	Allows the user to sort the order sequence of the Tickets linked to this Project.
View Docs	Allows users to attach files or pictures directly to the Project as well as email the attachments. Once users click the "Add" button they are presented with the Edit Document Entry form which allows users to select the specific document to attach, enter a description of the document and select the appropriate Document Category. Added in version 16.07.043.
New Ticket	Opens the Edit Ticket form, which is used to enter a new Ticket related to the selected Project.
Send Email	Allows users to send an email to a contact person with a proper email address.
Name	Defines the name of the Project.
Category	Displays the Category of which this Project is a part.
Contact	Displays the main point of Contact for this Project.
Contact Person	Option to select a contact person for this Project. If a Contact is already specified, or if a user is restricted to a specific Contact via User Restrictions, the contact person available for selection is limited to those that are connected to that Contact. When selecting a new Contact, this field will be populated with the default person for the selected contact but may be changed.

Tickets tab

The Tickets tab lists all Tickets linked to the selected Project and includes details such as the Ticket Summary, Status, and Expected, Promised, and Resolution dates. This list is automatically filtered to only display Tickets with a "Status" of "Open", but can be configured to display other statuses as desired.

Add Ticket form

Button/Field	Description
Ticket	Search field used to select a ticket to assign to link to the Project.
Summary	Read only field that displays the Summary from the ticket selected above.
Milestone	Search field used to select an appropriate Milestone. Milestones can be added or modified via the Milestone tab.

Tasks tab

The Tasks tab houses all tasks or smaller action items that need to be completed for the selected Project. Each Task is assigned a Name, Start and End date, Category, and Status to keep track of the progress that has been and has yet to be made.

User Fields tab

Milestone tab

Milestones are used define significant events or changes for the selected Project. New Milestones are added by clicking the "Add" button and completing the Edit Milestone form which includes the option to define a target date for completion.

Edit Milestone form

Button/Field	Description
Name	Enter the name of the Milestone.
Target Date	Option to enter a target completion date.
Notes	Optional memo field for Milestone notes.
Active	Check to ensure Milestone in active.
Default	Check to make this the default for Projects.

Notes tab

The Notes tab houses all notes regarding this specific Project. Each Note is assigned a Project Note Type and includes the date and time it was entered, in addition to the user who created it. Users may also configure the notes displayed based on the assigned Type. The Edit Note form also contains a "Contact Person" field which is required when entering new notes. If a contact person is specified on the Project header it will provide the default value for this field. If no contact person is selected on the header, then the "Contact Field" on the Edit Note form will populate with the default contact person for the Contact selected on the header.