---
title: "Ticketing System "
slug: "ticketing-system"
updated: 2025-07-11T16:50:04Z
published: 2025-07-11T16:50:04Z
canonical: "documentation.decisions.com/ticketing-system"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.decisions.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticketing System

The Ticketing System Accelerator includes a fully designed interface with Dashboards and Workflows that assist in organizing help desk ticket requests, maximizing efficiency when resolving issues.

This Accelerator includes pre-built features that allow Users to manage ticket requests. The **Requester Group Dashboard** includes User actions to add, remove, and edit Group information and assign Accounts to Groups. After creating a Requester Account, Users can submit a ticket directly from the **Tickets Dashboard**.

The **Assignee Time Off Dashboard** organizes assignees who request Time Off, and the **Tickets** **Dashboard** stores all existing tickets and displays information about the Requester, associated notes, and the Creation Date.

The Ticketing System Accelerator oversees ticket requests on a dynamic, user-friendly interface and is ideal for Administrators looking to maximize efficiency in the workplace.

---

## Key Features

- Requester Groups and Account Information Dashboard
- Requester Portal Dashboard
- Ticket Dashboard

## Considerations

- Users should have the [Error Handling Accelerator](https://documentation.decisions.com/projects/docs/error-handling) installed before utilizing this Accelerator.

Users must create an Administration Folder for the Ticketing System after importing the Project. This can be enabled by navigating to **Ticketing System > Ticketing System Views > Ticket System Administration.**

## Application Organization

The **Ticket System Application Folder** is divided up into three subfolders: **Designer Elements, Ticketing System Views,** and **TS Error Handling.** Administrators will mainly use the **Ticketing System Views** Subfolder to manage the Ticketing System.

![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-04_15h39_15.png)

### Ticketing System Views

This Folder contains all the Dashboards for this application. This is where all the user actions will take place. Below is a list of Subfolders stored in this Folder.

| **Folder Name** | **Description** |
| --- | --- |
| Requester Groups and Account Information | This Dashboard shows all existing **Requesters, Requester Groups,** and any **additional contacts.** |
| Requester Portal | This Folder houses two Dashboards: **All Tickets** and **My Tickets. All Tickets** shows all existing tickets while **My Tickets** shows all tickets submitted by the current user. Both Dashboards have the option to submit a ticket. |
| Ticket System Administration | This Dashboard houses all existing **Administration Folders.** |
| Tickets | This Dashboard houses all existing tickets as well as information like the requester, notes, creation date, etc. |

### Designer Elements

This Folder contains Subfolders that are divided based on a specific component of this Application design. These are all the design elements that are used for this Application. Below are the nested Subfolders.

| **Folder Name** | **Description** |
| --- | --- |
| Assignee and Administration Management | This Folder contains all the designer components for the **Ticket System Administration Dashboard.** |
| Email Monitoring | This Folder contains all the components for the **Email Monitoring** process. |
| Requester Management | This Folder contains designer elements that make up the **Requester Dashboard** components. |
| Ticket System KPIs | This Folder contains all the **KPIs** used in this Application. |
| Configurable Designer Objects | This Folder contains the components to configure the **Scheduled Job Flow.** |
| Data Types | This Folder contains all the **Data Structures** used in this Application. |
| Requestor Actions | This Folder contains all **User Actions** available to **Requestors.** |

---

## Configuration

### Administration Folder Configuration

1. An **Administration Folder** needs to be created for the **Ticketing System**. This can be found under **Ticketing System Application > Ticketing System Views > Ticket System Administration.****![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-04_15h42_05.png)**
2. **Administration Folders** are used to manage the **Ticketing System.**  Click the **Create Administration Folder** button. This will open a **Ticketing System Administration Folder** window.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h38_37.png)
3. Here you will need to fill in the fields to set up the Folder. The table below provides details for each field. Once the configuration is complete, click **SUBMIT.** The Folder will then be added to the **All Administration Folder Report.**  
  

| **Field Name** | **Description** |
| --- | --- |
| Folder Name | This name will help identify the system it is for. |
| Description | This field holds a brief description of the **Administration Folder.** |
| Administrator's Email Address | They will get notified of all the action. If a ticket cannot get assigned to an assignee, it will notify the admin of the ticket. |
| [Business Location](https://documentation.decisions.com/docs/configuring-locations?highlight=business%20location) | The location in which the business is operating from. |
| Queueing Type | The user will have the option to set this field as either **Round Robin** or **Manual Queue.** |
| Bounding Characters | This is used to bind a **Process Folder Id** to a ticket. When there is an email corresponding to a ticket, there is an invisible text in the HTML that has the **Process Folder Id** which is used to bind to the ticket in the Application. The bounding characters are used to fetch the Id. It is best practice to use a special character, as full words run the risk of being displayed on the email. |
| Broadcast Emails | This is used to determine who the tickets are sent to via email. These could be individual emails or a list of emails. |
| **IMAP Server Information** |
| Monitoring Email Username | This the username for the mailbox the emails will be pulled from. |
| Monitoring Email Password | This the password for the mailbox the emails will be pulled from. Users will need to locate the **App Password** for the **Mailing Application** they are using. This is especially required if there is two-factor verification on that account. |
| IMAP Folder Name | This is the specific label or folder from the email account (i.e. the Inbox). |
| Server Address | The server address of the system you are using for the email. |
| Server Port | This is the server port for the system you are using for the email. |
| Is Secure Connection? | This is used to determine if that server is secure. |
| Use OAuth? | This is used to determine if any **OAuth** are to be used. |

### Ruleset Configuration

The **Ruleset** determines how to filter the emails from the inbox for tickets. Users will configure settings to filter out announcements and spam emails by navigating to **Ticketing System Application > Designer Elements > Configurable Designer Objects > Ticket System Router.** Note: if there are no Rulesets configured, then there will be no filter on the emails that will be pulled for tickets.![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_09h56_05.png)

- **Flow/Ruleset Visualization Page:** The default Inputs are **Email** and **TicketAdminFolder** (AdministrationFolder type).
- **Rule/Flow Set View page:** On this page, Designers can configure the rule. Click **Add Evaluation Rule** from the **Action Bar** at the top of the page. A **Rule Designer** will open. Notice that the input that was set up earlier is available to be used here.
- **Outcome Path Configuration:** Select the gear icon on the right side of the Dashboard and navigate to the **Advanced Section** of **Setup Rule Set**. From here, Designers can configure Rule Outcomes for **True** or **False**evaluations.
  - Please make sure to configure **"Done"** for **Outcome Path On False** and **"Skip"** for **Outcome Path On True.**

---

## Management Tools

The information below discusses the various tools an **Administrator** can use in order to manage the **Ticketing System.**

### Ticket System Administration

This Folder holds the **Administration Folders.** Below is information on the Pages and User Actions available in an individual **Administration Folder**. The **Ticket System Administration** Folder can be found by navigating to **Ticketing System Application > Ticketing System Views > Ticket System Administration.**

- **Assignee Time Off Page:** This Page has a Report with the list of all assignees and their configuration information. Assignee configuration is set up using the user's actions available once the **Administration Folder** is created. This Page has two Report views. One report view is a list view of all assignees and their time off. There is also a calendar view which will display the information on the appropriate date.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_09h59_40.png)
- **Tickets Today Page:** This Report will display all the tickets that came in on the current day. This Report will display the following information: **Ticket Name, Requester, Assignee, Created On Date, Substate, Duration, Needs Attention,** and **State.** This Report is filtered by tickets not resolved and the current date. Also, the activity panel will display information on the selected ticket.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h01_22.png)
- **All Tickets Page:** This Page provides information on all tickets. It also has an activity panel that will provide the information on tickets once they are worked on. It contains the following information: **Ticket Number, Requester, Created On Date, Substate, Assignee, Watchers, Duration, Needs Attention, Priority,** and **State.**  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h02_37.png)
- **Requester Groups:** This Page provides information on the Groups and Assignees. There are multiple Reports present on this page, explained in the table below.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h05_30.png)

| **Report Name** | **Description** |
| --- | --- |
| Groups | The **Groups Report** includes the following information: **Name of Group, Priority, Time of Operation.** These Groups are pertaining to different teams such as international teams and local teams that can be assigned tasks. You can right-click and edit the team information from the Report. |
| Preferred Assignees | The **Preferred Assignee Report** will have the following information: **Domain, Assignee, Assigned Over Daily Limit, Assignee is Disabled.** You can right-click and edit preferred Assignee information. This is used to assign tickets coming in from specific email domains to specific Assignees. |
| Members | The **Members Report** has the following information: **Email, Ticket Limit, Last Assigned date, Time Off, Group, Time Zone, Modified By, Modified Date, Status.** You can right-click on the Members report and edit the Assignee information and can also modify the last assigned date by using the **Modify Last Assigned Date** User Action. |
- **Reply Templates Page:** This Page will have all the **Reply Templates** that have been created. **Reply Templates** are created using the **Add Reply Template** User Action in the **Ticket Management** drop-down in the action bar (more information is provided below).  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h34_29.png)
- **Classifications Page:** This Page holds the tags that can be added to the tickets. **Classification Options** are created using the **Add Classification Option** User Action in the **Ticket Management** drop-down in the action bar (more information is provided below).  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h36_15.png)
- **Assignee Management:** These are the User Actions available in regards to **Groups and Assignees.** The table below explains the purpose of each User Action.**![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h19_01.png)** 

| **Action Name** | **Description** |
| --- | --- |
| Add Assignee | This allows users to add an Assignee. This Assignee information will be generated in the **Members** **Report.** |
| Add Assignee Group | This allows users to add a Group. This group information will be generated in the **Group Report.** |
| Add Preferred Assignee | This allows users to set a specific member to get specific tickets from the specified domain. |
- **Ticket Management:** These are the User Actions available in regards to **Ticket Management****.** The table below explains the purpose of each User Action.**![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h20_40.png)** 

| **Action Name** | **Description** |
| --- | --- |
| Add Status(es) | This User Action allows users to add a **Status** option for the tickets. Users will need to provide an internal and external status. This will be added to the **Status Option Report** of the **Ticket System Administration Dashboard.** |
| Add Reply Template | This User Action allows users to add a **Reply Template** for users to use when they send out replies. Users will need to provide a **Name** for the template and add the template in the text area. This will be added to the **Reply Template Report** of the **Ticket System Administration Dashboard.** |
| Add Classification(s) | This User Action allows users to add **Classification** information for Tickets. Users will need to provide a **Display Name** and a **Full Name.** This will be added to the **Classification Options Report** of the **Ticket System Administration Dashboard.** |

### Ticket Dashboard

1. The **Ticket Dashboard** can be found by navigating to **Ticketing System Application > Ticketing System Views > Tickets.** The main User Action for this Dashboard is **“Submit Ticket,"** which can be found in the Action Bar located at the top of the page. Selecting this allows users to create a ticket on behalf of another person.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h22_05.png)
2. A **Submit Ticket on behalf of Requester Form** will appear for a user to complete. Once the required fields are filled out, select **Create****Ticket** to complete the process.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h23_17.png)

### Requester Portal

- For users to have access to the **Requester Portal**, they will need to be granted permission. Admins have access to the **Requester Groups and Account Information Dashboard**, which can be found by navigating to **Ticketing System Application > Ticketing System Views > Requester Groups and Account Information.** We can click on the groups to view the accounts associated with them. When we click on an account we can edit and enable the **“Can View All ticket”** feature. This will make the “**All tickets”** page visible for that user in the portal. They will be able to view all submitted tickets by their company.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h27_48.png)
- The Requester Portal can be found by navigating to **Ticketing System Application > Ticketing System Views > Requester Portal.** The requester will have the following two Dashboard views available to view their submitted tickets and get information on them: **All Tickets** and **My Tickets.** Users can use the  **Submit Ticket** button in the Action Bar at the top of the page to submit a ticket.  
![](https://cdn.document360.io/6ef8bcc1-6489-4486-9ad1-83acff7e5df0/Images/Documentation/2024-12-05_10h31_25.png)
- End users can perform **User Actions** on the tickets they have submitted through the **Requester Portal.** These User Actions can be accessed by right clicking the desired ticket. Details about these User Actions are listed in the table below.  
  
  

| **Action Name** | **Description** |
| --- | --- |
| Close Ticket | Allows the End User to close out their ticket. They will be prompted to provide closing comments. |
| Send Message | Allows the End User to send a message to the assignee of the ticket. |
| Update My Notes | Allows End Users to add notes to their ticket. |
| **Manage Ticket Actions** |
| Change Grouping | Allows the End User to update the **Group Name.** |
| Change Priority | Allows the End User to set the **Ticket Priority** on their ticket. |
| Change Ticket Name | Allows the End User to update the **Ticket Name.** |
| Request Update | Allows the End User to ask for an update on the ticket. |
| Upload Attachments | Allows the End User to attach files to their ticket. |