Once you have successfully installed CFTicket, you will be able to login using the username sa and password password.
After you login successfully you will be brought to your personal home page. This page has a list of your tickets that have recent correspondences as well as a list of unassigned tickets in the queues that you have access to. This page is meant as a quick overview of your tickets and unassigned tickets. It simply shows the subject and the queue that the tickets exist in. For a more detailed description of your tickets or unassigned tickets, you can click on the My Tickets or Unassigned Tickets link located on the Main tab.
Your personal home page also shows a breakdown of statuses in the system as well as the total load on each queue that you have access to. A Jump To box also exists for quick access to tickets by using the ticket # only.
Any time you want to list of tickets, whether it be your personal tickets, unassigned tickets, or a general search of tickets, the Search results page will be used. This page contains a listing of tickets that match your search. You can customize your search by clicking the Search Options link at the top of the search results.
The search results lists the most common fields for each ticket. You can customize which fields are displayed in your results
by changing your options. You can scroll through the results by clicking on the page numbers at the top
of your results. You can also easily change the Queue, Owner,
Status, and Folder of selected tickets if you have permission.
The Age/Date field will have the age in Red or Black. This field will indicate the amount of time elapsed since the last
communication on this ticket. If the field is Red, the last communication was from the customer. If the field is black, the
last communication was from an internal user.
If you click on a ticket to change it's properties, you can easily return to your search results by clicking on the Search tab and choosing Previous Results.
The ticket page is the page where most of your time will be spent. This is where all threads for a given ticket are shown, where you can change ticket properties, or see a history of correspondences with your customer. You will also notice a read-only frame in the lower lower-hand corner which shows all properties of the ticket, as well as any references or dependencies to other tickets.
The Summary page is the initial page which shows the 5 newest threads from that ticket, the last 3 tickets from the user, and some basic properties of the ticket which can be changed. This is meant as quick access to view the latest messages, or change basic properties of a ticket.
The Threads page shows all threads that have been sent to this particular ticket. All threads from any other previously merged tickets are also shown here as if they were always part of the ticket. There are 3 colors which denote different types of threads. A blue header will indicate a thread sent by the customer. A grey header will indicate a thread created by an internal user which was sent to the customer. A green header will indicate a thread created by an internal user, but was not sent to the customer (a comment). A red header will indicate a thread created automatically by CFTicket, usually being the Open/Closed Notification, or the notifications sent when changing Statuses. You can also Delete a thread and download attachments if they exist.
A Send Thread Now link will appear on a Thread that has not yet been sent, but was created by a user who requires approvel before threads are sent. Clicking this link will immediately send the thread.
By default, CFTicket tries to display each thread safely by allowing no HTML tags and showing only plain text. If a thread does not look right or you wish to see the actual thread, you can click the View Original link.
The Ticket Properties page shows many more ticket properties which are available. This page also allows you to create a dependency to another ticket, which means that you cannot resolve the ticket until the dependent ticket is also resolved. You can create a reference to another ticket, which means it might be useful to refer to the other ticket. You can also merge the ticket with another ticket, which will move all existing threads to the merged ticket, and force any new threads coming in from the old ticket to be sent to the new ticket. You can also delete existing dependencies and references. Depending on the group you belong to, you may not be able to change all properties. If you do not have permission to change any ticket properties, you may not be allowed to even enter the Ticket Properties page. You can view ticket properties from the lower left-hand frame.
The Customer History page allows you to view all previous tickets sent by the user. This will allow you to see if the customer had the same problem before and see how the problem was resolved in the past.
The Change History shows all changes made to the ticket. Any change made by a user will be logged so that you can later see who made a change, when they made the change, and what change was made. This allows you to quickly view who changed what and will allow you to go back and reverse the changes.
If your group is given permission to change CFTicket's configuration, you will be able to do this by clicking on the Configuration tab. For more information on the different configuration options, see Configuring CFTicket.
CFTicket has a built-in address book that you can add people to. These addresses can be used when adding people to the TO, CC, BCC, and Mailing List textboxes. The address book you will see will contain a list of system users as well as any personal contact you enter in your address book.
You can also change your account information. You may change your email address, password, and personal information from the My Info page.
You can also customize certain features of CFTicket, for instance the number of tickets per page, correspondence history, and more all from the My Options page.