Document number: 16101

 

From within the NorthStar client in Vantive, NorthStar technicians can reference other tickets so that the two tickets are linked, or can be notified of the progress of a ticket via their Inbox. Click the feature you are interested in for a description of the feature and instructions on its use.

 

Referencing another NorthStar ticket (linking to another ticket)
Interested party (being notified of the progress of a ticket assigned to someone else)

 

 

 

---

Referencing another NorthStar ticket

Instead of having to view a ticket number in an update or symptom field of a ticket and then launch another search to find that referenced ticket, you can create a link between the tickets. Follow these steps to link 2 tickets:

1. Open a saved ticket on which you would like to create a reference to another ticket.

2. Click on the Reference tab.

3. In the Reference section of the ticket (near the top):
   • Click the New button in the Reference section of the screen.
   • Type in the Service Ticket # field the ticket number of the ticket you wish to reference .

   • Type in the Comment field in any comment you wish to make.

4. Save the ticket.

The referenced ticket number and comment appears in the Reference field.

 

To view the referenced ticket, follow these steps:

1. Click on a ticket in the Reference field. You'll see that ticket number appear in the Service Ticket # field below the Reference field.

2. Click on the Service Ticket # link (you'll know you are correctly pointing to this link when your cursor becomes a magnifying glass).

 

You will automatically be taken to that referenced ticket.

 

Note: Referencing only works one way. To reference 2 tickets to each other, you must follow the steps above for EACH ticket.

 

Click here to go back to the beginning of this document.

 

 

---

Interested party (being notified of the progress of a ticket assigned to someone else) 

Sometimes you may open a ticket for a user, but end up escalating it or assigning it to another person. NorthStar allows you to keep track of the progress of a ticket assigned to another person. Every time the ticket is updated or anything on the ticket is changed, you will receive notification of the change. Note: You will NOT be notified of updates made automatically by the NorthStar system. Follow these steps to make yourself an interested party to a ticket:

1. Click on the Reference tab of the ticket you are interested in.

2. In the Interested Parties section of the ticket (near the bottom), click New.

3. Click on the drop down list next to the Interested Technician field.

4. Choose your name from the list of persons. Please do not choose another person's name without their permission.

5. Enter any comments in the Comments field.

6. Save the ticket.

 

When that ticket is updated, you will be notified of the changes in your inbox. You are the only person who can delete yourself from the Interested Technician list.

 

   

 

Click here to go back to the beginning of this document.

 

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2000 All rights reserved.
Created: kcw 05/13/1999
Revised: kcw 11/27/2000