https://tussom.com/forums/ Thu, 22 Oct 2026 14:21:46 +0000 MyBB https://tussom.com/forums/showthread.php?tid=76 Tue, 16 Nov 2021 09:11:54 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=76

• One common incoming email id for all customers/end users to create tickets.
  
• Different incoming email ids for different customers or to be assigned directly to the 2nd Level or 3rd Level.
  
• One common incoming email id but assigning to 2nd Level or 3rd Level based on Subject or Content or Sender of the email.
  

tussom offers any of the above approach to be configured.]]>

• One common incoming email id for all customers/end users to create tickets.
  
• Different incoming email ids for different customers or to be assigned directly to the 2nd Level or 3rd Level.
  
• One common incoming email id but assigning to 2nd Level or 3rd Level based on Subject or Content or Sender of the email.
  

tussom offers any of the above approach to be configured.]]> https://tussom.com/forums/showthread.php?tid=6 Fri, 24 Sep 2021 09:24:25 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=6
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.]]>
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.]]> https://tussom.com/forums/showthread.php?tid=5 Fri, 24 Sep 2021 09:19:09 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=5
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.]]>
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.]]> https://tussom.com/forums/showthread.php?tid=4 Fri, 24 Sep 2021 07:18:48 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=4
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.]]>
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.]]> https://tussom.com/forums/showthread.php?tid=3 Fri, 24 Sep 2021 07:03:17 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=3
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.]]>
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.]]> https://tussom.com/forums/showthread.php?tid=2 Fri, 24 Sep 2021 06:53:11 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=2 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 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.]]> https://tussom.com/forums/showthread.php?tid=1 Fri, 24 Sep 2021 06:37:06 +0000 admin]]> https://tussom.com/forums/showthread.php?tid=1
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.]]>
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.]]>