The top part of the ticket form contains general ticket information, Source Icon, Ticket Subject and Id, Priority and time information (Created, Updated, and Time spent). If the ticket was created via email, then there is information to which email address the email was sent and whether the recipient from the email is marked as TO, CC or BCC. In right part there is Favorite button to mark the ticket as favorite and Info button (help text), Status button and Form template button. Ticket status flow - clicking on the ticket flow button opens a popup that displays the graphic status flow of the ticket, more details here. In the case of the SCO ticket type, an icon will appear in the tool palette with a link to the service order details, based on which the mentioned ticket was created.
Below the top part is the ticket Description displayed. If description is long only top part of it is visible initially. In this case there is a Show more… link in lower right corner to expand the part and display the complete description. If you expand the description the link is changed to Show less….
Ticket Subject can be edited, click the subject field and overwrite with new subject text.
Ticket Description can be edited (this option is controlled by system permission). If you have permission to edit the description there is an Edit link in lower right corner. This link opens a popup with a text box containing the current ticket description.
Below the description text there are thumbnail for attached files. Click it to open the attached file. Each thumbnail icon could have a x button, used for delete the attachment (delete option is controlled by system permissions).
When you change Subject or Description (or other property on the ticket) a history post will be created for the ticket. This post contains old and new value, date and time when the change was done and which user did it. See Ticket Comments.
Ticket description
The ticket description section is divided in tabs: