The Ticket page

This drop-down menu appears only when Knowledge Base is enabled.

• If you select Search Knowledge Base, the ticket number and title are entered into the What are you looking for? field of the Knowledge Base search. All active articles will be searched, and an article is included in the results if any word in the title or description is a match. If you open an article, you can vote if the article contains a solution for the ticket. Refer to Yes, this solved my problem, No, it did not (article only).
• If you select New Knowledge Base Article, the New Knowledge Base Article page opens, with certain ticket fields copied into the article. Refer to Creating Knowledge Base articles from tickets.

This button only appears on the toolbar of resources with a co-managed security level. It passes the ticket back to the service provider and moves the Co-managing User from the Primary Resource to the Secondary Resource(s) field. It also sets the Assigned to Co-managing User field to False.

This button only appears on the toolbar of resources with a non-co-managed security level. It passes the ticket to the co-managed help desk and moves the resource from the Primary Resource to the Secondary Resource(s) field. It also sets the Assigned to Co-managing User field to True.

Tickets require a queue in order to be transferred to a co-managing user.

Click to create a copy of the ticket.

The following fields are copied to a new ticket: Organization, Contact, Source, Title, Description, Status, Priority, SLA, Ticket Type, Issue Type, Sub-Issue Type, Estimated Hours, Queue, Primary Resource and Role, Secondary Resources, Work Type, Purchase Order Number, Devices, User-Defined Fields, and Resolution.

Any tags are copied to the new ticket.

The insights that contain data specific to the new ticket are empty. Insights that are organization- or contact-specific remain populated.

If the ticket is a problem ticket and has one or more incidents, the incidents will not be copied. Refer to Working with problem and incident tickets.

Click to open the New Opportunity page and create a new opportunity. Once the opportunity is saved, the ticket and the opportunity will be associated with one another. The ticket will appear in the ticket table on the opportunity. The opportunity will appear on the ticket detail pane if the ticket category is configured to display the Opportunity field. Refer to Adding and editing opportunities.

This option will not appear if the ticket is already associated with an opportunity.

Allows you to break the association between the ticket and the opportunity. This option will only appear if the ticket is already associated with an opportunity.

When you disassociate a ticket from an opportunity, all ticket-related entries will be removed from the opportunity detail activity feed and associated tickets tab. If you associate the ticket once more, the entries will appear again on the activity feed and tickets tab.

Refer to The Service Level Agreement tab.

The [Entity] Category field appears on all entity pages for which categories can be configured. They determine the layout and the options on the entity:

• The sections that appear on the Details panel
• The order of the sections
• The section titles
• The fields in each section
• The display order of components and elements in the Main panel
• The field defaults and required settings
• The pick list options
• The insights that appear on the Insights panel (except Organization Category)
• The tags that appear on the Main panel (Tickets only)

Refer to Introduction to Categories.

Adding or editing a ticket

Subject to security permissions, click the drop-down menu and make a selection.

When you create a new ticket, the ticket category defaults to the category selected on your Profile page or the system default if you didn't choose one on the profile. If your security level allows you to choose between multiple ticket categories, click the drop-down menu and choose the appropriate category.

Viewing a ticket

When you are viewing the ticket, you will see the ticket in its actual ticket category.

If your security level includes access to other ticket categories, you can view the ticket using a different category's layout, without modifying the ticket's actual ticket category. This will give you access to fields that may be hidden on the original category.

Access to ticket categories may be limited by your security level. Refer to Available Ticket Categories when Creating or Editing Tickets. You will not be able to change the ticket category at all if one of the following applies:

• Your security level has a specific ticket category selected for the Render all Tickets as Ticket Category setting. Refer to Render all Tickets as Ticket Category:.
• You are assigned a Co-managed Help Desk security level, and Ticket Category Override was selected for you.

Either way, you are limited to the one ticket category when creating or viewing a ticket.

The ticket type determines which Accessory tabs are available and which Tools are enabled on the ticket. Refer to Tools menu and Selecting a ticket type.

With the Ticket Type classification, Autotask supports the Information Technology Infrastructure Library (ITIL), a set of practices for IT service management (ITSM), specifically Service Management, Incident Management, Problem Management, and Change Management. But even if you don't follow ITIL guidelines for problem management, the problem/incident ticket feature of Autotask will help you group and manage tickets that have a common cause.

An additional ticket type, Alert, supports the deep integration between Autotask and Datto RMM.

Changing ticket type using workflow rules

Ticket type can be changed using a workflow rule. Refer to Adding, editing, and copying workflow rules.

The following rules apply:

Workflow rules can change this ticket type...	to these
Service Request	Incident Problem Change Request Alert
Problem	Incident, unless there are Incidents Service Request, unless there are Change Requests or Incidents Change Request, unless there are Change Requests Alert, unless there are Change Requests or Incidents
Incident	Service Request Problem Change Request Alert
Change Request	Incident, unless there is more than one Problem, or if there are Incidents Problem, unless there are Problems Service Request, unless there are Problems or Incidents Alert
Alert	Incident Problem Change Request Service Request

A note is added to the ticket indicating that a workflow rule fired or the reasons it didn't fire.

Each ticket is identified by a system-generated unique ticket number, which incorporates the date on which it was created and an automatically incremented number. Note that tickets and tasks share the numbering system.

Example: T20230919.0007 is the seventh ticket or task created on September 19, 2023.

There are four Quick Copy buttons on the Ticket page:
The first button to the right of the ticket number copies the ticket number as a string.

The second button to the right of the ticket number copies the URL (link) of the ticket to the clipboard.

The first button next to the ticket title copies the ticket number and the ticket title to the clipboard.

The second button next to the ticket title copies the ticket number and ticket title as a formatted URL(link) to the clipboard.

This field appears on many entities. It tracks the date and time an entity was created, or imported into, Autotask. It is system-generated and cannot be edited. For some entities, it is not exposed in the UI, but it is available in reports and in the API.

Often, date/time variables calculated from the date/time stamp are available in multiple formats.

Examples:

• [Quote: Create Date Month #]
• [Ticket: Create Time]

This field appears on many entities. It identifies the resource who created or imported the entity into Autotask. It is system-generated and cannot be edited. For some entities, it is not exposed in the UI, but it is available in reports and in the API.

The name is followed by the Notify icon which opens the Note window. If enabled, the More icon that opens the options to use Microsoft Teams to send a message or schedule a meeting also appears. To enable this setting, refer to System settings for site setup.

This link is only displayed on tickets of type Alert that were created by the Datto RMM integration. Clicking the link will open the original alert in Datto RMM. Refer to Access the Datto RMM alert associated with a ticket.

This line only exists on Incident tickets that are associated with a Problem ticket. Clicking the ticket link will open the Problem ticket.