Modifying an issue

DMF	141302 HELPDESK ISSUES MODIFY or 142602 HELPDESK SIMPLIFIED ISSUE MODIFY

From the issue, most information can be modified directly from the interface. As soon as a modification is made, a banner is displayed at the bottom of the screen in order to save modifications by clicking on Save.

Modifying the title of an issue

The title is the header of the issue.

The feature is accessible even if there are unsaved modifications on the issue.

From the issue, double-click on the title.

Specify the new desired title.

Click on

or press Enter then save the issue.

The issue is saved and the title is modified.

Modifying the context of an issue

DMF	141328 HELPDESK ISSUES MODIFY CONTEXTE or 142613 HELPDESK SIMPLIFIED ISSUE MODIFY CONTEXT

Prerequisite: On-going modifications on the issue must be saved.

The context of an issue gathers the following fields: Customer, Site, Contract, Service, Product, Environment, Severity and Type.

The context of an issue can only be modified from a specific feature. Those fields cannot be modified directly from the issue form.

Note

The customer cannot be modified if timesheets were created on the issue.

From the issue, click on

on the right of the Context section from the context panel of the left.

Modify the desired fields in the modification window.

Click on Validate to update the context.

The context is modified.

Note

If the severity is modified and corresponds to an alert set up on the maintained product linked to the issue (from the Desktop Application > Help Desk > Maintained products > Alert on issue tab), a window will be displayed when saving modifications. This window displays the Alert message specified from the Desktop Application and allows the creator of the issue to answer it. The alert will then be visible from the activity feed.

Modifying issue statuses

DMF	141332 HELPDESK ISSUES MODIFY STATUS or 142623 HELPDESK SIMPLIFIED ISSUE MODIFY STATUSES

Prerequisite: On-going modifications on the issue must be saved.

During the life cycle of an issue, the status and state are updated to reflect the issue's progress to customers and internally.

An issue state is for informational purposes only and is used to detail the progress of the issue. However, an issue status can be associated with specific management rules. Task types can be set up so that, when a task is finished or created, the issue status or state are updated automatically.

If needed, the status and state can also be changed manually. For example, changing the statuses of an issue enables to change the state associated with the issue's status, without having to change task types.

The statuses of an issue can only be modified with a specific feature. Those fields cannot be modified directly from the issue.

From the issue, click on

at the top right then on Modify statuses.

Modify the following fields:

Field	Description
Reception	Displays the creation date and time of the issue. This field is displayed for informational purposes only and cannot be modified.
Task	This field corresponds to the first contractual task and allows you to stop the GRT (Guaranteed Response Time) counter in order to process the issue: If there has already been a first real task on the issue, the field is checked and displays the date and time of the first task. Uncheck this box if you want to empty the first task date and resume the GRT. If there has not been any tasks on the issue, the field is unchecked and empty. Check this box to manually add a first task date. The current date and time is specified by default but can be modified.
Resolution	This field corresponds to the resolution of the issue, which allows you to stop the GFRT (Guaranteed Fault Repair Time) counter: If the issue is already resolved, the field is checked displays the resolution date and time. Uncheck this box to empty the resolution date and return to an issue "in progress". If the issue is not resolved, the field is unchecked and empty. Check this box to manually add a resolution date. The current date and time is specified by default but can be modified. The New status field is specified with a status of the "resolved" type and the New state field is specified with one of the states associated with the New status.
External closure	This field corresponds to the external closure (on the customer's site) of the issue: If the issue is already closed externally, the field is checked and displays the closing date and time. Uncheck this box to empty the external closing date and return to a "resolved" issue. If the issue is not closed externally, the field is unchecked and empty. Check this box to manually add an external closing date. The current date and time is specified by default but can be modified. The New status field is specified with a status of the "closed" (on the customer's side) type and the New state field is specified with one of the states associated with the New status. Note During an external closure, the issue status displayed in the Customer Portal is "closed" but it is still possible to add tasks to the issue.
Internal closure	This field corresponds to the internal closure of the issue: If the issue is already closed internally, the field is checked and displays the closing date and time. Uncheck this box to empty the internal closing date and return to an issue "closed externally". If the issue is not closed internally, the field is unchecked and empty. Check this box to manually add an internal closing date. The current date and time is specified by default but can be modified. The New status field is specified with a status of the "closed" type (internally) and the New state field is specified with one of the states associated with the New status. Note During an internal closure, there is no more action available for the issue. Reference At the top right of the issue, the icon is used to quickly close the issue internally. For more information, refer to Quickly closing an issue internally.
New status	Displays the list of available statuses depending on the current status of the issue or on the values specified in the different fields of the window.
New state	Displays the list of states associated with the New status.

Click on Validate.

Statuses are modified.

Modifying multiple issues at once

DMF	141330 HELPDESK ISSUES MULTIPLE MODIFICATION or 142615 HELPDESK SIMPLIFIED ISSUE BATCH UPDATE

From the issues search results, it is possible to modify multiple issues, tasks or custom data (associated with issues) at once.

From the issues search results, check one or multiple issues to modify.

Click on

at the right of the search field then select the option corresponding to the multiple modifying that you want to make:

Modify multiple issues
Modify multiple custom data set up from Desktop Application > Tools > Setup > Help Desk Setup > Custom data > Issues custom data
Modify multiple tasks

Note

The modified task on each result is:

the input task of the issue if the search returns issues;
the task displayed in the search results if the search returns tasks.

From the window used to modify multiple items:

To modify multiple issues of one of the fields, enable the switch corresponding to the field and specify the new value.
To reinitialize a field to zero, enable the switch but keep the field empty.

Note

Non displayed fields in the modification window correspond to fields that cannot be multiple modified. A field can be grayed out if the lines selected are not relevant. For example, if multiples issues that do not have the same maintained product are multiply modified, the Domain, Module and Function fields will not be displayed and non-modifiable.

For the linked fields, as Domain, Module and Function, you cannot modify only one field without specifying the others. Make sure you filled them all.

When the fields are specified, click Validate.

The values specified in the enabled fields are modified for all selected issues.

Modify multiple status issues

DMF	141330 HELPDESK ISSUES MULTIPLE MODIFICATION or 142615 HELPDESK SIMPLIFIED ISSUE BATCH UPDATE

Prerequisite: It is only possible to modify multiple issues statuses which have the same Status and Product.

From the issues search results, check one or multiple issues to modify.

Click on

at the right of the search field then select Modify multiple statuses.

From the update window, modify the desired fields:

Field	Description
Task	This field allows you to specify an intervention date for the selected issues when they did not have any intervention date.
Resolution	This field allows you to specify a resolution date for the selected issues when they were not in the Resolved status.
External closure	This field allows you to specify an external closure date for the selected issues. Note During an external closure, the issue status displayed in the Customer Portal is "closed" but it is still possible to add tasks to the issue.
Internal closure	This field allows you to specify an internal closure date for the selected issues. Note During an internal closure, there is no more action available for the issue.
New status	Displays the list of available statuses depending on the current status of the issue or on the values specified in the different fields of the window.
New state	Displays the list of available statuses linked to the New status depending on the current status of the issue or on the values specified in the different fields of the window.

When the fields are specified, click Validate.

The status of the selected issues is updated.