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WiscIT: Viewing a Legacy Ticket

This document provides information on how to view and interact with a Legacy Ticket in WiscIT
The format of a Legacy Ticket is vastly different than how it was presented in Infra and how a new incident appears in Cherwell.

In the top section, there are many fields displayed, the ones that will be relevant to most users include:

  • Call No
  • VIP Status
  • Customer
  • Call Actual Log Date
  • Service
  • Problem Type
  • Description
  • Call Current Officer
  • Call Logging Group
  • Call Logging Officer

legacy_top

The Bottom Section includes 2 tabs,

  • Legacy UWSC Ticket: UW-Shared Services users
  • Legacy Ticket History Links: all of DoIT Ticket history information

    The information is similar to how Cherwell displays history information with each entry being its own item. If you drill down, the information that you will want is in the Call Hist Action Desc field. You can scroll through the history items by clicking the record arrows, illustrated in the image below.

    legacy_bottom

    • See Also


    Keywords:
    infra wiscit cherwell legacy ticket view 
    Doc ID:
    48163
    Owned by:
    Will C. in DoIT Help Desk
    Created:
    2015-03-03
    Updated:
    2020-07-31
    Sites:
    DoIT Help Desk, DoIT Staff, Systems & Network Control Center