Ticket Tasks

Symphona Serve empowers you to efficiently create, approve, and complete Sub Tasks your Service Tickets with ease. Whether you're approving, or taking action on service requests, this guide will walk you through the essential tools and features available. By the end of this article, you'll have a clear understanding of how to navigate, organize, and optimize your ticket tasks for seamless issue resolution.

To reach them, Navigate to Serve > Service Tickets and press the Ticket Tasks tab near the top of the page.

Here you can manually create or view a Ticket Task the exact same way you view Service Tickets.

There are two types of Ticket Task Types:

• Approval - something needs approval to resolve a ticket
• To Do - something needs to be done to resolve a ticket

Task Overview

Each task in the table includes:

• Ticket Task: Task name and unique identifier.
• Status: Current state of the task (e.g., "Incomplete," "Pending Action").
• Action: Indicates the next step needed (e.g., "Review," "Complete").
• Type: Nature of the task.
• Associated Service Ticket: Name and ID of the related main service ticket.
• Assignee: Person responsible for completing the task.
• Created On: Timestamp when the task was created.
• Resolved On: Timestamp when the task was marked complete.
• Resolved By: Person who completed the task.

Ticket Tasks Details

The Ticket Tasks Details in Symphona provide detailed tracking of tasks associated with resolving the ticket. This sidebar allows you to review all essential details, view related items, and track activities associated with resolving the service ticket.

Ticket Task Information

At the top of the page, you'll find key identifiers for the ticket task:

• Ticket Task ID: A unique identifier automatically generated for tracking and reference.
• Ticket Name: Clearly indicates the issue or request type.

Description

This area provides detailed context about the explanation or additional context for the task. The description helps clearly understand what needs to be done in order to resolve the parent Service Ticket.

Task Status

These are key details that are use to help the user view the status of the ticket task:

• Status: Current state of the task.
• Action: Button that triggers completion of the sub-task.
• Type: Nature of the task.
• Assignee: Person responsible for completing the task.

Details

Displays linked main ticket information:

• Task Source: Where did the parent service ticket come from?
• Timestamps for creation and resolution, and the person who resolved it.

Activity

Captures any comments or updates specifically related to the task, providing clear tracking of task-specific communication.

• Ticket Tasks
• Task Overview
• Ticket Tasks Details
• Ticket Task Information
• Description
• Task Status
• Details
• Activity