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 Service Center 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
    Owner:Chris G.Group:DoIT Help Desk
    Created:2015-03-03 17:06 CDTUpdated:2015-05-29 15:30 CDT
    Sites:DoIT Help Desk, DoIT Staff, DoIT Tech Store, Systems & Network Control Center
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