Quicksteps are standard operations with quick access to create or update tickets. The Quickstep menu is a dropdown menu most below in ticket detail form. When you select a Quickstep in the list it is executed at once affecting current ticket. The Quickstep menu includes different selections due to current ticket type.
Description of Quicksteps for ticket type:
1. Request:
•Create new Incident and connect: This action creates a new incident with basic data, Subject and Description copied from the current ticket. A link is inserted between the new incident and current ticket.
•Create new Problem and connect: Similar to Create new Incident and connect, except the new created ticket is a Problem.
•Delete: Used to delete the current ticket. The action has to be confirmed in a popup.
•Link to Change: Used to link one or more tickets to the current ticket. A popup is opened containing a list of Change ticket type. You select one or more tickets to link in checkboxes. Search feature is available to search for the tickets.
•Link to Incident: Similar to Link to Change, except that the list containing Incident tickets.
•Link to Problem: Similar to Link to Change, except that the list containing Problem tickets.
•Link to Request: Similar to Link to Change, except that the list containing Request tickets.
•Merge Requests: This action is used to merge tickets. This function is described in Merge Tickets section.
•Print: This action is used to print the ticket details.
•Split Ticket: Used to split the current ticket into two. Selecting this action opens a popup where you can edit Subject and Description for both tickets. A new ticket is created and current ticket is updated due to form input. Other properties, except Comments, are copied from current ticket. Comments from current ticket will be included if checkbox Include Comments is checked.
2. Incident:
Ticket type Incident has the same standard operations, except from an Incident you cannot link to a Request, only to Incident, Problem or Change and the only operation to create and link is Create new Problem and connect. An Incident has these additional operations:
•Escalate to level 2.
•Escalate to level 3.
3. Problem:
Ticket type Problem could only be linked to Change, and there is no alternative to create and link ticket. Other operations are similar to Request.
4. Change:
•Create new Incident and connect: This action creates a new incident with basic data, Subject and Description copied from the current ticket. A link is inserted between the new incident and current ticket.
•Delete: Used to delete the current ticket. The action has to be confirmed in a popup.
•Print: This action is used to print the ticket details.