In order to check up on an existing ticket, Select "Show My Current Tickets" from the Check Progress column.
The default setting will be to show the tickets in a list form, as per the screenshot below.
The default setting can be changed to show a table display instead.
Simply select the menu icon, as circled in the screen shot.
Then select the icon to display your tickets in a grid format. This will then be the default view, unless you change it again.
A table list of tickets is then displayed. Most people find that this is an easier way of viewing the status of multiple tickets including
- Status
- Type of ticket – incident or request
- Ticket ID
- Creation date and time of the ticket
- Who raised the ticket?
- Summary of the issue raised
- Affected Environment
- Client Internal ID
- Client Reference
- Release number
Once the display has been set to show as the table view, it will be your default setting whenever you log in.
You can also move the columns to whatever order you wish to see. Simply left click on the column header and drag it to the position you wish to see it in.
You can also order the columns by either alphabetical, numerical or date order, by clicking one time on the header column you wish to sort. It will then return the information it the appropriate order. Click on the same column again and it will sort the data in revers alphabetical, numerical or date order.
To check on the progress of a specific ticket, highlight the ticket in question and then click on it. This will open up the details of the ticket.
Once the selected ticket has been opened, there are a number of ways you can add additional information to a ticket.
- Additional attachments can be added using this icon
- A comment can be added following up on the ticket or to provide further information
- You can navigate through the tickets with
- You can navigate back to the table screen with
- You can refresh the ticket by using
In order to add new information to an existing ticket, select the ticket and click on it.
When the ticket is open, you will be able to see;
- What type of ticket it is – in this case, it is an incident (Defect) & the ticket number
- The priority assigned to the ticket (P4)
- The team assigned to the ticket (Catalyst Product Support)
- The date & Time the ticket was created
- The detailed description of the defect
- The technician the ticket is assigned to
- The status of the ticket
- Add a comment link
- View any comments already attached to the ticket
If you have an additional attachment that you wish to add to the ticket, simply click on the "Edit"
Then click on the icon that looks like a paperclip and you will get the option to "Attach a file". You are also able to view the existing attachments and open them.
Should you wish to update the ticket with a comment, simply click on the "Add a comment" link.
A pop up box will appear where you can add additional comments for the incident.
Add in your comment and click on the "OK" button.
A pop up box will appear that confirms your comment has been submitted.
The submitted comment is now showing on the ticket.
To move to the next ticket in you list simply select the first green arrow. Should you want to navigate to the last ticket in the list, select the second green arrow with the bar at the end.
To navigate back to the full list of open tickets, you will need to use the purple buttons at the end of the menu bar. This will either take you to the list view, or the grid view.
will show you the list view.
will give you the grid view.
You can also search for a specific ticket by using the ticket number. Type in the 6 digit number and then click on the search icon 
You will then get returned the ticket 
Closing Tickets
When an incident is ready for you to retest it, the status will be set to "Resolved". This will be the point where the incident is back with you to test and confirm it is now working as expected.
Once you are happy that the defect is resolved, then set the status to resolved. The ticket will then automatically close after 3 days.
Exporting Data
You can export all tickets you see from the "Show my current tickets"
