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ATG Ticketing User Guide
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Contents
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Introduction
Audience
Documentation Conventions
Related Documentation
ATG Ticketing Overview
About ATG Ticketing
ATG Ticketing Features
Key Terms and Concepts
ATG Ticketing Configuration and Administration
ATG Ticketing Overview
Requirements
Ticket Queues
Adding Ticket Queues
Global Ticket Queue Timing Properties
Setting Ticket Polling
Discarding Tickets
Environment Monitoring
Current Ticket Disposition
Knowledge Manager Components and Classes
Customizing Ticketing
Defining Global Context Area Defaults
Configuring Ticket Reason Codes and Contexts
Modifying a Reason Code
Adding a New Reason Code
Indicating Ticket Status/Sub-Status
Modifying Ticket Sub-Statuses
Modifying Ticket Escalation
Setting Default New Ticket Priority
Generating Ticket ID Spaces
Modifying the ID Generator
Defining New Ticket Activity Types
Configuring Ticket Activities in Service Center
Configuring Commerce Service Center-Specific Ticket Activities
Configuring Scheduled Services
Expire Outbound Message Service
Release Ticket Periodic Service
Unsuspend Ticket Periodic Service
Working with Tickets
Global Context Area
Ticketing Panels
Next Steps Side Panel
Helper Side Panels
Working with My Tickets
Working with Active Tickets
Viewing Active Tickets
Adding a Ticket Note
Adding a Call Activity Note
Searching for Tickets
Ticket Quick Search
Ticket Advanced Search
Creating a New Ticket
Working on a Ticket
Associating a Ticket
Linking a Ticket to a Solution
Closing a Ticket as a Duplicate
Closing a Ticket
Deferring a Ticket
Escalating a Ticket
Printing a Ticket
Reassigning a Ticket
Releasing a Ticket
Reopening a Ticket
Sending a Ticket to a Group
Working with Multiple Tickets/Windows
Working with Customers
Searching for Customers
Creating a New Customer
Linking a Customer to a Ticket
Viewing Tickets Associated with an Order
Viewing Orders Associated with the Current Ticket
ATG Ticketing and Self Service
About Self Service
Creating a Ticket (by Customer)
Viewing a Ticket (by Customer)
Closing a Ticket (by Customer)
Ticketing Tables
Commerce Service Center Ticketing Tables
ATG Service Ticketing Tables
Index
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