Overview
The Ticket Tracking System is used to submit tickets within defined categories and bring the issue to the attention of the responsive group or individual. Categories are defined and updated by anybody with administrative privileges. After submission, a responsible user receives a notification of a new ticket. The system can display work queue reminders based on status of the tickets. The person submitting a ticket can view the progress status. Anyone with the appropriate privileges may search tickets based on a variety of criteria and also perform a complete search for everything relating to a single ticket. Every ticket has notes and comments attributes to communication between the submitter and a responsive user. Users resolving tickets may also post private notes not be visible to the submitter, identified as “internal notes.” Internal notes are shared between responsive users resolving the issue.
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