Yes, you can search and export the Service Request tickets as Excel or CSV. Following are the steps -
1. Click on Request Management->Search.
2. A Search screen populates.
3. You can search it using Fulltext or Ticket Number fields.
4. Alternatively, you can also use multiple parameters to search the tickets.
5. Select a parameter from 'Add Another Attribute' field that you intend to search Service Requests for.
6. The parameter with relevant values, if applicable will be displayed in 'Filters in use' section. Select or specify the value.
7. Click 'Output' dropdown field to search the tickets based on above criteria set.

• Select "Normal" to search the Service Request tickets in the same screen.
  
• Select "Excel" to search the Service Request tickets and open it as Excel file.
  
• Select "Excel" to search the Service Request tickets and open it as CSV file.
  

Most of the ticket updates are displayed and captured in the 'Worklog' tab of the Incident ticket. However, there are few updates like SLA violation or when tussom sends system notifications etc., which are not displayed in the 'Worklog' tab.

One can click on 'Ticket Audit' button that opens a screen to display the different ticket updates including the time stamp and who updated it.

According to RACI (Responsible, Accountable, Consulted and Informed) model, there can be only one person who should be accountable to resolve the ticket.

Multiple team members can work on a single Incident and update; however, only one person who the ticket is assigned to, will be able to resolve the Incident. tussom provides a mechanism to capture the efforts log automatically so that one can know how long different Team members have worked on the ticket individually. A report can also be generated to know even the duration the ticket was in for a specific status when the Team members worked on it.

A Change ticket can be created by a Change Manager or Change Coordinator, depending on the roles and permissions granted by tussom Administrator.

A Change ticket can also be created from an Incident, if the person has appropriate roles and permissions to do so. Following are the steps -
1. Open the Incident ticket for which you need to create a Change ticket.
2. Click on the 3 vertical dots that are displayed to the far right of the buttons provided in the Incident ticket.
3. Different submenu options will be displayed. Select 'Create Change' from the list of submenus.
4. A screen to create Change ticket will appear. Fill up all the necessary details in the fields displayed and click on 'Create'.
5. A new Change ticket will be created and automatically linked with the Incident ticket.
6. The Incident ticket screen will be refreshed and the new Change ticket created will be displayed in 'Related Items' tab of Incident ticket.

Note: The Incident ticket will ALSO be displayed in the 'Related Items' tab of Change ticket.

Yes, you can certainly add or remove column headers in Incident Overview as per your preference. Following are the steps -

1. Navigate to Incident Management->Incidents Overview.
2. It displays a list of incidents that are in 'Open' status.
3. You can select a different status from the dropdown located in the top right corner, to list the tickets of that respective status.
4. There is a settings icon next to the dropdown. Click on it to open a screen to add or remove the column headers.
5. You can add header columns by dragging the fields from 'Available Columns' to 'Visible Columns' list.
6. Similarly, you can remove header columns by dragging the fields from 'Visible Columns' to 'Available Columns' list.
7. Click on 'Save' button to save your updated settings.
8. The table on the Incidents Overview should now reflect the necessary header columns.

An Incident can be related with other Incident, Service Request, Change, Problem, Knowledge Management or and Asset records. This is done when both the records have similarity or have dependency.

Follow the steps to relate a ticket to an Incident -
1. Open the Incident ticket that needs to be related to another record.
2. If it is not related or linked with any other record earlier, 'Related Items' will not be displayed.
3. Click on 'Relate' button to open up a screen to relate other records.
4. Select the appropriate record type like Ticket, Asset Mgmt, Config Item or Knowledge Base from the 'Link with' dropdown.
5. Use other fields to filter more granular set of records, if required.
6. Click on Start Search
7. The list of records based on the above provided filter will be displayed.
8. Select the records that you intend to relate or link with Incident ticket and click on 'Relate' button. You can select multiple records too.
9. The selected records will be linked with Incident ticket.
10. The 'Related Item' will appear and the linked records will be displayed in that tab.

Note: You can remove the related records by clicking on 'Relate' button after opening the ticket, navigating to 'Manage existing links' and deleting them from the list.

An Incident Template is a template that helps to save time while submitting incidents and assists to do so in a faster way. Usually, every organization has some tickets that are frequently submitted by its end users. The tussom Administrator can create templates for such incidents by configuring appropriate category, summary, description etc.

Once the template is saved, its name appears in the list of templates for end users and Support Engineers, depending on the roles and permissions. They can simply select the template from the dropdown, thereby getting all the configured values automatically populated and saving time to type the details while creating an incident.

Once the values are populated, the end user or Support Engineer can still overwrite the values populated in the fields. For example, Description field can be used to further explain the issue or so.