The Global Context area provides a quick view of current active tickets, ticket activities, and customer profile information. The Global Context area is always displayed as the top panel in the ATG Service Center. See Working with the Global Context Area.
Note: If working with an unsaved ticket, the Global Context area is displayed, but without a ticket identification number or customer profile name.
The Global Context area includes:
Global Context Area Item | Description |
|---|---|
Active Tickets | Displays the current assigned and active tickets. Click Active Tickets to display the Active Tickets list in the Global Context area. Click a ticket identification number in the Active Tickets list to change the current working ticket. Click the Ticket identification link in the Global Context area to display the Ticket Details pane. |
Ticket | Displays the ticket identification number of the current working ticket. Click Ticket to display the Ticket Activity list in the Global Context area. Click the ticket identification number to display the Ticket Details pane. |
Customer | Displays the customer profile name linked to the current working ticket. Click Customer to display customer profile information in the Global Context area. Click the customer name to display the Customer Management pane. Note: Customer information contained in Customer Pane is customer profile information stored in the customer profile repository. See Customer Management - Customer Information. |
Add Note | Click to add a ticket note to the ticket. |
Add Call Note. | Click to add a call note to the ticket. |
Maximize and Minimize | Click to maximize/minimize the Global Context area to display ticket activities. Note: Ticket activities can also be viewed in the Ticket Activity panel in the Ticket Details pane . |
Filter | Select to filter ticket activities by activity type. See Ticket Activity. |
