https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/index.html Recent content in 5. [Tickets] on JP1 Cloud Service/Operations Integration User's Guide (ITSM Operation Manual) Hugo -- gohugo.io en https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_prerequisite/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_prerequisite/index.html (1) Ticket statuses The correspondence between the status of a ticket in OTOBO and the status of a ticket in Ops I is as follows. A status in OTOBO with no corresponding status in Ops I is unsupported and cannot be used. Ticket statuses are described in the format “Ops I status variable name (Ops I status label name)”. The Ops I status variable name is used in YAML definitions and API settings. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/queue_view/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/queue_view/index.html The “Queue View” function lists tickets in a specific queue (the contact person in Ops I). You can check the uncompleted tickets that exist for the contact point for which you are assigned to. Each tab of the [QueueView] screen displays tickets that exist in the specified queue with the following statuses in Ops I. (Table) Correspondence between each tab and the status of the ticket to be displayed ([QueueView]) https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/status_view/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/status_view/index.html The “Status view” function lists completed and uncompleted tickets, respectively. Each tab displays tickets with the following status in Ops I (Table) Correspondence between each tab and the status of the ticket to be displayed ([Status view]) Ops I ticket status Tab Open Tickets Closed Tickets new 〇 × pending 〇 × awaiting_approval 〇 × planning 〇 × in_progress 〇 × open 〇 × awaiting_implementation 〇 × declined 〇 × awaiting_backout 〇 × implementing 〇 × investigating 〇 × closed × 〇 completed × 〇 cancelled × 〇 resolved × 〇 closed_with_backout × 〇 (Legend) 〇: Displayed, ×: Not displayed https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_search/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_search/index.html The “Search” function allows tickets to be searched by using a variety of attributes. For details, see the OTOBO manual. https://doc.otobo.org/manual/user/11.0/en/content/agent/tickets/search.html Note If "CSV" is specified in the [Output] field, a file encoded in UTF-8 without BOM (CSV format) will be downloaded. If you open this file in a text editor, it will be displayed normally. However, if you open the file in Excel, character corruption will occur, so encode the file to UTF-8 with BOM and save it again. https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_detail/index.html Mon, 01 Jan 0001 00:00:00 +0000 https://itpfdoc.hitachi.co.jp/manuals/JCS/JCSM73029001e/ticket/ticket_detail/index.html On the Ticket Zoom screen, you can view detailed information about a ticket and the exchanges that took place regarding the ticket, as well as change ticket information. For details, see the OTOBO manual. https://doc.otobo.org/manual/user/11.0/en/content/agent/tickets/ticket-zoom.html The Ticket Zoom screen is displayed by clicking a ticket in the ticket list on the dashboard or other screens of each function. Examples of how to display the screen are shown below. From the following widgets from the main menu [Dashboard].