The tickets management module contains several options to simplify ticket management. Clicking the column headers will sort the tickets by the column field. Click the column header to sort in ascending order, or click it again to sort in descending order. The ticket filter options are located directly above the tickets list. After setting the filter options, you must click the 'Apply Filter Options' button to view the tickets based on your chosen criteria. Details for each tickets filter option are described below:

View:
This option enables you to view 'Online Tickets', Offline Tickets', or both. 'Online Tickets' are tickets submitted via email or the web interface. 'Offline Tickets' are tickets submitted via technicians to accommodate for support requests that originate via telephone, postal or other offline methods.


Status:
This option enables you to choose which tickets to view based on their status. By default, this option is set to display tickets with a status of 'Waiting for tech reply'. This ensures that you will immediately view tickets requiring a reply. If you set this option to 'Opened', all opened tickets, regardless of whether they require a response or not will be displayed. Select 'Closed' to view tickets that have been closed either by technicians or by clients.


Department :
This field displays the list of departments that your technician account has access to view. Selecting a department here allows you to view only tickets within that particular department.


User (ID/Email/Name):
With this option you may view tickets belonging only to a specific user or users. To do this you must enter user's personal ID number, name or email address.


Owner:
By setting this option, you may select to view only un-owned tickets, tickets owned by you or tickets owned by all other technicians.

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