Index

A

active ticket, ATG Ticketing Features, ATG Ticketing Overview, Defining Global Context Area Defaults, Global Context Area, Working with Active Tickets
viewing, Working with Active Tickets
activity types, Defining New Ticket Activity Types, Configuring Ticket Activities in Service Center
associate ticket, Associating a Ticket
ATG Platform, ATG Ticketing Overview
ATG Self Service, About Self Service
ATG Service, ATG Ticketing Overview
audit log, Configuring Commerce Service Center-Specific Ticket Activities

C

claim status, Key Terms and Concepts
close ticket, Closing a Ticket as a Duplicate
create ticket, Creating a New Ticket
customer
adding new, Creating a New Customer
linking ticket, Linking a Customer to a Ticket
searching for, Searching for Customers

D

defer ticket, Key Terms and Concepts, Deferring a Ticket
discard ticket, Discarding Tickets
disposition, ATG Ticketing Features, ATG Ticketing Overview, Discarding Tickets, Current Ticket Disposition
monitor, Discarding Tickets
duplicate ticket, Closing a Ticket as a Duplicate

E

edit ticket, Working on a Ticket
environment monitor, Environment Monitoring, Knowledge Manager Components and Classes
escalate ticket, Key Terms and Concepts, Adding Ticket Queues, Modifying Ticket Escalation, Escalating a Ticket

G

global context area, Environment Monitoring, Defining Global Context Area Defaults, Global Context Area
global object, Environment Monitoring
group tickets (see ticket queue)

I

ID space, Generating Ticket ID Spaces

L

link ticket, Linking a Ticket to a Solution

M

message activity, Expire Outbound Message Service

N

note, Adding a Ticket Note
activity, Adding a Call Activity Note
ticket, Adding a Ticket Note

O

Oracle ATG Web Commerce Service Center, ATG Ticketing Overview, Configuring Commerce Service Center-Specific Ticket Activities
order, Viewing Orders Associated with the Current Ticket
viewing associated ticket, Viewing Tickets Associated with an Order
organizations, Adding Ticket Queues
origin, Key Terms and Concepts

P

persistent ticket, ATG Ticketing Features, ATG Ticketing Overview
polling intervals, Setting Ticket Polling
print ticket, Printing a Ticket

R

reason code, Key Terms and Concepts, Configuring Ticket Reason Codes and Contexts
reason context, Configuring Ticket Reason Codes and Contexts
reassign ticket, Key Terms and Concepts, Reassigning a Ticket
release ticket, Key Terms and Concepts, Releasing a Ticket
release ticket service, Release Ticket Periodic Service
reopen ticket, Reopening a Ticket
repository, ATG Ticketing Overview

S

scheduled service, Defining New Ticket Activity Types, Expire Outbound Message Service
search
advanced, Ticket Advanced Search
quick, Ticket Quick Search
solution, Key Terms and Concepts, Linking a Ticket to a Solution

T

ticket
activity, Defining New Ticket Activity Types, Configuring Ticket Activities in Service Center, Configuring Commerce Service Center-Specific Ticket Activities
priority, Setting Default New Ticket Priority
ticket queue, Key Terms and Concepts, Ticket Queues, Global Ticket Queue Timing Properties, Sending a Ticket to a Group
send to, Key Terms and Concepts
ticket source, Key Terms and Concepts
ticket status, Key Terms and Concepts, Configuring Ticket Reason Codes and Contexts, Indicating Ticket Status/Sub-Status
transient ticket, ATG Ticketing Features, ATG Ticketing Overview, Discarding Tickets

U

Unsuspend ticket service, Unsuspend Ticket Periodic Service

W

warning, ATG Ticketing Overview, Current Ticket Disposition