Helpdesk · Daily operations · 8 min read

Add tasks and work orders, log time, link records and merge tickets

Break a ticket into tasks, record effort and cost, link related records, and merge a duplicate ticket.

Before you begin

Only the owning side adds tasks, time, links and merges. Open the ticket you are working on.

Add a task or work order

1. Press Create Work Order, or Add Task in Quick Actions.
2. Enter What needs doing, for example Check spare toner stock.
3. Choose the Team. Blank means this team. Another team joins the ticket as a collaborator.
4. Choose Assigned to. With a team chosen, the person must be a member of it: 'That person is not in the team.'
5. Enter a Due date and Details if useful.
6. Press Create.

Tasks appear on the Activities tab and work orders on the Work Orders tab, with counts. The assignee gets a notice, for example "Work order on HD-000012".

Complete a task

1. Open the Activities or Work Orders tab.
2. Press Mark done and type the outcome, for example Toner available - 4 units.

An empty outcome does nothing. Cancelling the prompt changes nothing. A ticket cannot be resolved while a task is open.

Log time

1. Press Log time (under More or in Quick Actions).
2. Enter Minutes (1 to 1,440), the Day (blank means today in Dubai), the Cost, whether it is Billable, and a Note.
3. Press Log.

The Time & Cost tab shows the totals. Logging 45 billable minutes at a cost of 150 and 30 non-billable minutes gives a total of 1 h 15 m, billable 0 h 45 m and cost 150.00. The cost is shown without a currency. 'Log between one minute and a day.' means the minutes are out of range.

Link a record

1. Press Link to Sales Order, Link to Asset or the general Link a record.
2. Choose the Kind: Asset, Product, Purchase order, Sales order, Invoice, Service contract or Project.
3. Enter the Reference, for example SO-000123.
4. Press Link.

The link appears on Related Records and in the right rail. Remove it with Remove. The reference is free text. The system does not check that the record exists.

Merge a duplicate ticket

1. Open the duplicate ticket and press Merge.
2. Enter the number of the ticket to keep, for example HD-000002.
3. Press Merge.

What happens next

• The duplicate is cancelled with the resolution type Duplicate. It is hidden from lists, but it still opens from a link.
• The ticket you kept receives the duplicate's links and an internal note: "HD-000001 (...) was merged into this ticket."
• A ticket cannot be merged twice: 'This ticket was merged already.'

Good to know

• Merge refusals: 'No ticket has that number.', 'A ticket is not merged into itself.' and 'Merge into a ticket that is still open.'
• Task messages: 'Say what the subtask is.' and 'Use a valid YYYY-MM-DD date.'
• Only the owning team can merge.