{"id":31007,"date":"2026-08-20T15:46:55","date_gmt":"2026-08-20T13:46:55","guid":{"rendered":"https:\/\/support.serviceprotokoll.se\/kb\/ticket\/"},"modified":"2026-11-15T15:48:40","modified_gmt":"2026-11-15T14:48:40","slug":"ticket","status":"publish","type":"ht_kb","link":"https:\/\/support.serviceprotokoll.se\/en\/kb\/ticket\/","title":{"rendered":"Ticket"},"content":{"rendered":"\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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Get started with Ticket<\/h3>\n\n\n\n

To activate and set up the feature, you must have admin permissions. Start by giving yourself permissions for Ticket, see “Set user permissions” below.<\/p>\n\n\n\n

Tickets can be linked to service objects and other tickets as duplicates.<\/p>\n<\/div>\n<\/div>\n\n

Activate Ticket<\/h4>\n\n
    \n
  1. Go to the page Group settings<\/em><\/li>\n\n\n\n
  2. Click on Ticket settings<\/em><\/li>\n\n\n\n
  3. Fill in the email address that will be used to send and receive emails. You can also link the feature (associate) with a Google account. Click Associate with Google<\/strong> and follow the instructions. If Google warns that the app is not verified – trust the service protocol and move on.<\/li>\n\n\n\n
  4. Create any custom statuses. Select color. The color appears to the left of a case in list mode. Read more about custom status.<\/a><\/li>\n\n\n\n
  5. Create any custom fields. Read more about custom fields.<\/a><\/li>\n\n\n\n
  6. Save<\/li>\n<\/ol>\n\n

    Set user permissions<\/h4>\n\n

    Every user who will view and work with tickets needs to be granted permission for Ticket.<\/em><\/p>\n\n

      \n
    1. Go to the page Group settings<\/em><\/li>\n\n\n\n
    2. Click on a user who should be able to see and use Ticket.<\/em><\/li>\n\n\n\n
    3. Scroll down to Ticket<\/em> and choose from the settings: View, Edit, Create, Delete<\/em><\/li>\n\n\n\n
    4. Save<\/li>\n<\/ol>\n\n

      Create ticket<\/h3>\n\n

      You can find Ticket<\/strong> under the Execute<\/strong> menu.<\/p>\n\n

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      1. Click + to create a ticket.<\/li>\n\n\n\n
      2. Fill in a subject. This field is required and will become the name and identification of the case.<\/li>\n\n\n\n
      3. Fill in customer. If you place the cursor in the field, all your customers will be listed.<\/li>\n\n\n\n
      4. If applicable, select a facility. Only the customer’s facilities are displayed.<\/li>\n<\/ol>\n\n

        Comment Section<\/h4>\n\n

        Add comments and choose whether these should be displayed to the customer or not.<\/p>\n\n

        Recipient<\/h4>\n\n

        Click the + symbol. Fill in the email address and name of the recipient. Click Add recipient.<\/strong><\/p>\n\n

        Communication<\/h4>\n\n

        Write your message. You can style the message to some extent.<\/p>\n\n

        Click Send<\/strong> to send the message.<\/p>\n\n

        Assign<\/h3>\n\n

        Tickets can be assigned to a user. Click Assign and select the users to whom the ticket should be assigned.<\/p>\n\n

        Link duplicate<\/h3>\n\n

        If you have received two tickets that are the same, you can link the two tickets by clicking Link duplicate<\/strong>. A popup opens where you select the case to be linked (ticket 2) with the open case (ticket 1). The number of the duplicate (ticket 2) and the title are added to the header.<\/p>\n\n

        If you want to separate the cases again, click Remove duplicate<\/strong> link. Comments made and messages sent during the linking will only remain on the original order (case 1).<\/p>\n\n

        Create Work order<\/h3>\n\n

        Click the Create Work Order<\/strong> link. All information about the customer, facility, service object is included. No comments are sent even if they are public. Any Work Order articles on the customer are also added.<\/p>\n\n

        Where is a ticket displayed?<\/h3>\n\n

        Tickets linked to customer, facility and\/or service object are also listed on the respective function records under the heading Ticket<\/strong>.<\/p>\n\n

        Notification regarding a matter<\/h3>\n\n

        Get notifications when a case is answered, closed, or the status has changed. Go to your account settings<\/a> – Notifications.<\/p>\n\n

        What do the colors mean?<\/h3>\n\n

        Green = Not handled \/ Assigned \nOrange = In progress \nRed = Unread. (e.g. when a new message in an ongoing case has arrived.) \nPurple = Resolved \nBlue = Closed (can be used, for example, if the case does not need to be handled)<\/p>\n\n

        Filtering \/Search ticket<\/h3>\n\n

        You can search by case and filter by status, tags, users and user groups.<\/p>\n\n

        c<\/p>\n","protected":false},"excerpt":{"rendered":"

        Get started with Ticket To activate and set up the feature, you must have admin permissions. Start by giving yourself permissions for Ticket, see “Set user permissions” below. Tickets can be linked to service objects and other tickets as duplicates. Activate Ticket Set user permissions Every user who will view…<\/p>\n","protected":false},"author":2,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_searchwp_excluded":"","footnotes":""},"ht-kb-category":[325],"ht-kb-tag":[],"class_list":["post-31007","ht_kb","type-ht_kb","status-publish","format-standard","hentry","ht_kb_category-customer-functions"],"_links":{"self":[{"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb\/31007","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb"}],"about":[{"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/types\/ht_kb"}],"author":[{"embeddable":true,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/comments?post=31007"}],"version-history":[{"count":1,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb\/31007\/revisions"}],"predecessor-version":[{"id":31008,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb\/31007\/revisions\/31008"}],"wp:attachment":[{"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/media?parent=31007"}],"wp:term":[{"taxonomy":"ht_kb_category","embeddable":true,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb-category?post=31007"},{"taxonomy":"ht_kb_tag","embeddable":true,"href":"https:\/\/support.serviceprotokoll.se\/en\/wp-json\/wp\/v2\/ht-kb-tag?post=31007"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}