Articles in this section

See more

Working with Ticket Items in Tour deForce

Avatar
White Cup
  • Updated
Follow

Purpose

 

The purpose of this document is to provide an understanding on how Ticket items are used. A new feature added to Tour de Force is the Ticket System, which gives users the ability to enter and view Ticket items related to issues that arise in the company.  Ticket items have many different uses and can be used for various reasons other than IT and Support issues. Like most forms in Tour de Force, the Tour de Force Ticket form is configurable using the Screen Designer utility.

 

This technical bulletin contains the following sections:

 

  1. Overview of the Tour de Force Ticket Form
  2. The Tour de Force Toolbar
  3. The Breadcrumb Bar
  4. The Header Control
  5. The Ticket Item’s Details
  6. Notes Section
  7. Creating a New Ticket Item
  8. Viewing Ticket Items using the Global Search Utility
  9. Viewing Ticket Items using the Manager’s Console
  10. Deleting Ticket Items using the Manager’s Console

 

 

Ticket items work a bit differently than most of the items in Tour de Force. Records and items cannot be linked to Ticket items, and the Tour de Force Ticket form does not have a Linked Item Grid. Another unique aspect about Ticket items is that the Parent Item is always the Account Package and not the record or item that the Ticket item is created from.

 

Ticket items are a unique feature in Tour de Force in that their use is dependent on the company using the Ticket items. For example, one company may use Ticket items for IT related issues, while another company may use Ticket items for customer support issues.

 

 

 

 

 

 

 

 

  1.  Overview of the Tour de Force Ticket Form

 

The Tour de Force Ticket form provides one central form where all information associated with Ticket items in Tour de Force is maintained.  This form is used to create new Ticket items, as well as to display and edit information associated with Ticket items that have been entered into Tour de Force.  

 

 

The Tour de Force Ticket form is divided into five sections:

 

  • The Tour de Force toolbar
  • Breadcrumb bar
  • Header Control
  • Ticket item’s details
  • Notes

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  1.  The Tour de Force Toolbar

 

The Tour de Force toolbar contains several functions that can be used in relation to the Ticket item currently opened.

 

 

There are eight buttons located on the Tour de Force toolbar in the Tour de Force Ticket form:

 

  • Save – This button saves the Ticket item and keeps the Tour de Force Ticket form open.
  • Save and Close – This button saves the Ticket item and closes the Tour de Force Ticket form.
  • Close – This button closes the Tour de Force Ticket form.
  • Refresh – This button refreshes the Ticket item.
  • Print – This button is used to print labels using the address information in the Account record or the details of the Ticket item.
  • Email Details – This button is used to copy the contents of the Ticket item into an email so that the information can be forwarded.
  • Attachments – This button is used to add, link, or view any documents attached to the Ticket item.
  • Actions – This button is used to create new records or items that are associated with the Ticket item.

Note: Ticket items cannot be a Parent Item to another record or item. Any records or items created from the Ticket item are linked to the Parent Item of the Ticket item.

 

 

 

  1.  The Breadcrumb Bar

 

The breadcrumb bar is used to quickly navigate between Account Roots, Account Packages, Territories, Contacts, and Account record. The breadcrumb bar is also used as pathway tracker to view the order in which records and items were accessed and identify the Parent Item of the record or item currently open. Alternative methods for creating and viewing records and items can also be used with the breadcrumb bar.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

  1.  The Header Control

 

The Header Control information such as TDF Key, Owner, Creation, Last Mod Date, and Active fields that are associated with a Ticket item are located at the top of the Tour de Force Ticket form.  

 

 

There are six fields located in the Header Control:

 

  • TDF Key – This field is used to uniquely identify each Ticket item in Tour de Force.   This field is automatically assigned by the system and cannot be changed.

 

  • Owner – This field displays the name of the Tour de Force user that created the Ticket item.  This field is display only and cannot be changed.

 

  • Creation – This field displays the date the Ticket item was created.  This field is display only and cannot be changed.

 

  • Last Mod – This field displays the date the Ticket item was last modified. This field changes after each save operation inside the Ticket item.

 

  • Form Type – This field displays the type of Ticket item that is currently open.

 

  • Active – This field displays whether the Ticket item is visible in the Global Search. If this field is False then the Ticket item does not display in the Global Search.

 

 

 

 

 

 

  1.  The Ticket Item’s Details

 

The fourth section of the Tour de Force Ticket form contains the User Defined Fields that are used to enter specific details regarding the Ticket item. Like most Tour de Force Forms the Tour de Force Ticket form is configurable using the Screen Designer utility in the Tour de Force Administration Console.  

 

For assistance with the Screen Designer utility please reference Technical Bulletin 5513 – Screen Designer.

 

 

 

 

 

  1.  Note Section

 

The fifth section of the Tour de Force Ticket form is the Notes field. The Notes field is used to record specific information related to the Ticket item that cannot be captured in the UDF’s or something unique related to that Ticket item.

 

 

 

 

 

  1.  Creating a New Ticket Item

 

There are several ways to create a new Ticket item in Tour de Force. Tour de Force recommends creating a new Ticket item using the Create New menu in the Tour de Force tab on Microsoft Outlook.  When a new Ticket item is created, the Parent ID of the Ticket item is the Account record that the Ticket item is created from. Another way of creating a new Ticket item is using the Quick Events menu in the Global Search.  

 

Use the following procedures to create a new Ticket item directly from the Tour de Force tab in Microsoft Outlook:

 

  1. Click the Create New drop down button menu on the Tour de Force tab in Microsoft Outlook and Select New Ticket from the drop down menu.

 

 

  1. Fill out the Tour de Force Ticket form as required for that Ticket item.

 

  1. Click the Save button.

 

Note: The Tour de Force Ticket form is entirely configurable and the usage of the Tour de Force Ticket form is different for every implementation.

 

Use the following procedures to create a new Ticket item from the Global Search:

 

  1. Click the Global Search button on the Tour de Force tab.

 

 

  1. Type the name or the partial name of the Account record in the For field and press the enter key on the keyboard, or click the Binoculars button.

 

 

  1. Right-click on the appropriate Account record to access the Quick Events menu

 

  1. In the Actions menu select New Ticket.

 

 

  1. Fill out the Tour de Force Ticket form as required for that Ticket item.

 

  1. Click the Save button.

 

Note: The Tour de Force Ticket form is entirely configurable and the usage of the Tour de Force Ticket form is different for every implementation.

 

  1.  Viewing Ticket Items using the Global Search Utility

 

There are several ways to view Ticket items in Tour de Force. The Item Type field can be used to search for a specific Ticket item that has been entered into Tour de Force by using the Global Search utility. A user can also use the Quick Events menu to view Ticket items related to a specific Account record.

 

Use the following procedures to search for a specific Ticket item using the Global Search utility:

 

  1. Click the Global Search button on the Tour de Force tab. 

 

 

  1. Click the Item Type drop down arrow and select Ticket* from the menu.

 

 

  1. Type the name or the partial name of the Ticket item in the For field and press the enter key on the keyboard, or click the Binoculars button.

 

Use the following procedures to view Ticket items linked to a specific Account record using the Quick Events in the Global Search utility:

 

  1. Click the Global Search button on the Tour de Force tab. 

 

 

  1. Type the name or the partial name of the Account record in the For field and press the enter key on the keyboard, or click the Binoculars button.

 

 

 

  1. Right-click on the appropriate Account record to access the Quick Events menu. In the Quick Events menu select View. In the Views menu select Tickets*.

 

 

  1. In the Quick View for Account window, click the Open Folder button next to the appropriate Ticket item.

 

 

  1.  Viewing Ticket Items using the Manager’s Console

 

An alternative method to viewing Ticket items is by using the Ticket item section in the Manager’s Console.  The Ticket item section in the Manager’s Console gives Tour de Force users the ability to view all Ticket items created.  By using the Manager’s Console Tour de Force users have the ability to filter Ticket items search results to find relevant information related to an Account Package or Sales Territory.

 

Use the following procedures to view Ticket items using the Manager’s Console:

 

  1. Click the Manager’s Console button on the Tour de Force tool bar.

 

 

  1. Click the Tickets button in the Items menu of the Manager’s Console.

 

 

  1. The Ticket section has similar functionality as the Global Search. By default all of the Ticket items for the selected Account Package or Sales Territory display in the Ticket section of the Manager’s Console.

 

  1. Filters and views can be used to reduce the number of Ticket items that display, or to display more relevant information for the user looking for a specific Ticket item.

 

 

 

  1. Click the Plus Sign next to the appropriate Ticket item to display the Notes field of that Ticket item. This method is a quick way to view any notes associated with the Ticket item without having to open the Ticket item.

 

 

  1. Click the Open Folder button next to the appropriate Ticket item to open the Ticket item and display the Tour de Force Ticket form.

 

 

 

 

 

 

 

  1.  Deleting Ticket Items from Tour de Force

 

Ticket items are typically deleted only when a Ticket item has been created, but should not have been entered into the system.

 

Use the following procedures to delete a Ticket item using the Manager’s Console:

 

  1. Click the Manager’s Console button on the Tour de Force toolbar.

 

  1. Click the Tickets button in the Items menu of the Manager’s Console.

 

  1. Give focus to the Ticket item that needs to be deleted.

 

 

  1. Click the Delete button and then click the Yes button to confirm the deletion.

 

 

 

Version: 5.5                 of   Technical Bulletin 5610

©2012 Tour de Force

Related articles

Comments

0 comments

Article is closed for comments.