QUESTION:
How to record helpdesk ticket IDs in the Event Manager?
RESOLUTION:
In our discussions with our service provider partners, we have identified a common workflow where helpdesk ticket IDs were being stored in annotations for an event. Since this information is often referenced by team members, a special field has been provided on the Traverse Event Console to record and display a ticket ID.
This functionality may be enabled by a Traverse superuser via 'Superuser -> Global Config -> Web Application -> Enable External Ticket ID in Event Manager'.
Once enabled, a new "Ticket ID" column will be appear in the Event Manager window and a ticket may be assigned to one or more active events from the Actions menu. While this field is informational only, the value for this parameter is retained and available for review via the Event Acknowledgment report (Reports -> Custom -> Event Acknowledgement).
