Ticket List

The Tickets list provides an overview of all the created helpdesk tickets, allowing you to filter and search for tickets based on various criteria, including ticket type, location, personnel, dates, and finance.

To access detailed information for each helpdesk ticket, click on one of the following areas:

Additionally, this submodule enables you to edit either a single ticket or multiple tickets.

Pin helpdesk tickets to the tickets list by clicking on the pin icon. Once pinned, the ticket on the tickets list will be highlighted in orange.

You can also pin labels to a helpdesk ticket by clicking on the bookmark icon. Labels can be set to private, restricting visibility to the creator, or public, making them visible to all users with ticket editing permission. Pinning a specific label to a ticket may trigger a workflow configured in the system, such as changing the ticket status or updating the person responsible.

Access to the Ticket List and its functions depends on the permissions outlined in the table below.

The application settings for the Tickets list submodule are detailed in the table below.

Use the Search field to find a specific helpdesk ticket or apply available filters.

You can save selected filters by clicking Saved filters, and choosing Create. Saved filters can be shared with specific user groups by clicking Shared, and selecting a Role from the dropdown list.

If you want to remove the filters you've applied, click “Clear.”

The Include closed toggle filters helpdesk tickets by Closed and Cancelled statuses, including tickets with Closed and Cancelled statuses when enabled and excluding them when disabled.

The Closed and Cancelled helpdesk tickets are highlighted with a gray background in the tickets list.

The Columns button allows you to customize the displayed information for each record. You can toggle the visibility of each column and adjust their order by clicking and dragging the column names to different positions.

When the TicketListAutoRefresh application setting is enabled (in the Tickets settings; off by default), an Auto refresh interval dropdown appears on the tickets list. Choose Off, 1 minute, 1.5 minutes, or 2 minutes to control how often the list updates automatically. The default is Off.

On each refresh cycle, only the ticket table itself reloads, so newly logged or updated tickets appear without a manual page reload. The selected interval, active filters, and sort order are preserved across refreshes.

The “Export XLS” button exports the current list of help desk tickets to an Excel file, applying the selected filters.

The Show on site plan button is located in the action bar above the tickets list. It opens the site plan and displays all pinned tickets from the current list at once. Click on a pin to view the details of the helpdesk ticket. The button is inactive when none of the tickets on the list have a pinned location.

Viewing and editing pinned locations depends on the permissions outlined in the table below.

The Import costs template button allows you to import costs into the helpdesk tickets. Download the Excel template and fill it out on your computer. Upload the file using the Browse files button or by dragging and dropping the file.

The visibility of the button and its functions is restricted to the ClosedTicketCostImport permission. You can set the permission in the Admin module, Building - Buildings section.

The Import Excel template button allows you to import helpdesk tickets listed in an Excel file into the tickets list. Choose building and download an Excel template. Fill in the template on your computer. Upload the file using the Browse files button or by dragging and dropping the file.

The visibility of the button and its functions is restricted to the TicketImport permission. You can set the permission in the Admin module, Building - Buildings section.

Click the +Add button to open the new ticket window.

The visibility of the button +Add and its functions depends on the permissions outlined in the table below.

Why do I see only some tickets, or just one?

You see only some tickets because the list is limited to the ones you are involved in. Without the ShowOtherPeopleCases permission you see only tickets where you are the creator, responsible person, coordinator or where your department is responsible. Active filters and the Include closed toggle can hide rows too, so check the Filters button and click Clear; if the list is still short, confirm your visibility permission.

The list is empty or a ticket disappeared. What happened?

An empty list or the absence of a specific row is almost always the result of filtering or status, not data loss. Remove the selected filters, and the list of tickets should reappear. Keep in mind that the Include Closed toggle hides Closed and Canceled tickets, and the HideOnHold setting can hide Paused tickets. If rows are still missing after clearing the filters, it’s a matter of visibility permissions, so contact the person who manages permissions in your organization.

Can I delete a ticket from the list?

No, a ticket cannot be deleted from the list. The system keeps a full, traceable history, so tickets and inspections are never removed. To take a case out of active work, open it and set the status to Cancelled, which requires the Cancel permission in the Ticket section; a cancelled ticket stays on the list with a gray background and can be hidden with the Include closed toggle.

How do I choose which columns show?

You choose columns with the Columns button above the list. Click it, toggle each column on or off, and drag a column name to reorder; the layout is remembered for next time. If a financial column such as Cost value or Invoiced value is missing, it is limited by a permission or setting, not removed, so contact whoever manages permissions in your organization.