How to Edit Ticket Fields?

Editing ticket fields allows changing priority, assignee operator, description, and custom ticket fields while working on the request.

When Needed

  • You need to change ticket priority after assessing problem complexity.
  • You need to transfer the ticket to another operator (change assignee).
  • You need to update ticket description after receiving additional information.
  • You need to change custom field values.

What's Important to Know

  • Priority — importance level of the ticket (Low, Medium, High, Critical).
  • Assignee — operator responsible for resolving the ticket.
  • Description — text description of the problem or request.
  • Custom fields — additional fields defined for the ticket topic.
  • Ticket participants — all operators who participated in work with the ticket (assignee, author, operators from activity history, active participants).
  • Ticket merging — ability to merge multiple tickets into one (manual or automatic through scenarios).
  • Change logs — all field changes are saved in ticket history.

Prerequisites

  • You are logged in with operator or supervisor rights.
  • You have an open ticket whose fields need to be edited.

Step-by-Step Instructions

1. Open Ticket

  1. In the OperatorLine module, find the needed ticket in the chat list.
  2. Click on the ticket to open it.

2. Edit Ticket Priority

  1. In the right details panel, find the "Priority" field.
  2. Click on the field or edit button.
  3. Select a new priority from the list (Low, Medium, High, Critical).
  4. Change saves automatically or after clicking "Save".

3. Change Assignee Operator

  1. In the right details panel, find the "Assignee" field.
  2. Click on the field or edit button.
  3. Select a new assignee operator from the list or find through search.
  4. Change saves automatically.
  5. The ticket appears in the new assignee's ticket list.

4. Edit Ticket Description

  1. In the upper part of the active chat, find the ticket description (displayed above messages).
  2. Click on the description or edit button (pencil icon).
  3. Make changes to the description text.
  4. Click the "Save" or "Update" button.
  5. Updated description displays in the ticket.

5. Edit Custom Fields

  1. In the right details panel, find the "Custom Fields" section or a specific custom field.
  2. Click on the field or edit button.
  3. Change the field value according to the field type:
    • Text — enter new text.
    • Number — enter new number.
    • Date — select new date.
    • Selection — select new value from the list.
  4. Change saves automatically or after clicking "Save".

6. View Ticket Participants

  1. In the right details panel, find the "Participants" section.
  2. View the list of all ticket participants:
    • Assignee — operator responsible for resolving the ticket.
    • Author — operator or client who created the ticket.
    • Operators from activity history — operators who participated in work with the ticket.
    • Active participants — operators currently working with the ticket.
  3. Participants are also displayed in request history for quick overview of who worked with the request.

7. Filter Tickets by Participants

  1. In the OperatorLine module, find the filter creation interface (usually in the ticket table or chat list).
  2. Select the "Filter by Participants" option or find the "Participants" field.
  3. Select an operator from the list or find through search.
  4. The system displays all tickets where the selected operator participated (assignee, author, operator from activity history, or active participant).

What Happens After

Changes are applied to the ticket:

  • Fields are updated and displayed in the right details panel.
  • All changes are saved in ticket logs.
  • If there are watchers, they receive notifications about changes.
  • If assignee is changed, the ticket appears in the new assignee's list.

How to Verify It Worked

  • Check that changes display in the right details panel.
  • View ticket logs to make sure changes are recorded.
  • If assignee was changed, check that the ticket appeared in the new assignee's ticket list.

Important Notes

  • 📝 Change Logs: All field changes are automatically saved in ticket history — you can view them in logs.
  • 🔔 Notifications: Ticket watchers receive notifications about field changes — this helps keep everyone informed of events.
  • ⚠️ Access Rights: Some fields may be available for editing only to supervisors or administrators.
  • 👥 Ticket Participants: The system automatically collects all ticket participants from various sources, allowing quickly finding tickets by participation of specific operators and analyzing load distribution.
  • 🔗 Ticket Merging: The ability to merge multiple tickets into one allows consolidating information about related requests or duplicates, preserving all history and information. This is more efficient for working with duplicates and avoids losing important details.
  • 🤖 Automatic Merging: The system can automatically merge new tickets with existing ones through scenarios with the donor_ticket_id parameter, simplifying work and saving operator time.