ATG Ticketing is not a separate product, but part of the ATG platform and Oracle ATG Web Commerce Service Center applications.

ATG Ticketing logically groups customer interactions and/or related activities. Tickets are stored as repository items that are accessible using the ATG Control Center (ACC).

Whenever an agent or a customer performs an action, a ticket is generated or modified. As such, there is always an active ticket, regardless if the ticket is transient or persistent.

When changes are made to the active ticket, either by explicitly creating a new ticket or selecting a different ticket, the user may be prompted with a set of ticket disposition options or warnings. Warnings and the disposition options are directly related to the completion of the action selected by the agent and must be addressed before changes to the ticket can occur.