Configure ticket details

When you click Tickets in the toolbar, you can access My Tickets and Group Tickets under the toolbar if:

• You belong to a group with assigned tickets
• The tickets are directly assigned to you.

To view the ticket detail page, you can:

• Click Tickets in the toolbar, and then click a ticket number.
• Click My Tickets, and then click a ticket number.
• Click Group Tickets, and then click a ticket number.
• Use the search options to locate the ticket of interest.

To assign a technician to the ticket, select an option in the Assign To field or click the Assigned Tech drop-down menu and select a technician.

To escalate the ticket, click above the Dates tab.

Troubleshoot incorrect ticket detail dates

The Ticket Details tab displays the following dates:

• Open Date
• Last Updated
• 1st-Response Date
• Closed Date

If the Ticket Details tab displays incorrect Open Date and 1st-Response Date values, do the following:

1. Log in to Web Help Desk as an administrator.
2. Click Setup > General > Time & Place.
3. In the Business Zones tab, click your default time zone.

4. Verify that the Date Format and Time Format values are entered correct.

   Use the following case-sensitive characters:

   Character	Description
   M	Month in year
   d	Day in month
   y	Two-digit year
   yyyy	Four-digit year

5. Verify that the Business Hours and Work Days settings are correct.
6. Click Save.