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Anatomy of a Ticket

When reviewing a list of tickets, clicking the name of the ticket will bring up it’s history and information.


Ticket History

The main part of the screen contains the ticket history with the original ticket description at the top. All comments and attachments will be tracked from oldest to newest down the page. This section of the ticket is also included in each email notification sent out.

Ticket Information

On the right hand side of the page is the identifying ticket information, including offender number, case ID, priority, category and ICOTS area.

Related Information

Below the ticket information section is a list of related topics from the knowledge base. These articles may be able to address the issues you raised in the ticket.

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