Last updated 2019-07-29⚠️ 6 years 10 months old — verify against current code before relying on details.

Create a ticket - link a ticket in Outlook add-in - add a call - display a ticket

The following describes how to create a ticket and link emails to it.

For more infomation about ticket creation, see state machine and related documentation.

Ticket creation

A ticket can be created wether from Outlook add-in or from the display ticket page. In any case, a ticket must contain at least a person as reference.

create from Outlook

  • person : is the person having sent the email => MANDATORY
  • subject of the ticket : title
  • date : date of the day (system date)

create from display page

  • person : at least one => MANDATORY
  • subject of the ticket : title
  • date : date of the day (system date)

A ticket can also be "linked" from Outlook add-in, i.e. several emails can point towards a existing ticket. Linking email corresponds actually to link a message see

Several objects can be linked to a ticket, from their respectives display pages :

  • person : one or more person(s) => added in the ticket reference paylod
  • part : one or more part(s). As a person is needed for a ticket, in that case, it is asked to the user to select either the owner or the tenant of the part => added in the ticket reference paylod
  • contract : one or more contract(s). As a person is needed for a ticket, the "from" and the "to" of the contract are added in the ticket reference paylod
  • message : such as email and/or call entry

Ticket main display page

This page display the list of all tickets. This page allows to create ticket and/or to add a call entry.

display from Outlook

  • easyId of the ticket. Hyperlink allowing to open individual display page in the application
  • title of the ticket

display within the application

  • easyId of the ticket. Hyperlink allowing to open display page in the application
  • title of the ticket
  • date of creation = begin date set in the state machine "encoding a ticket"
  • person : For outlook, the email sender (see above). Otherwise, person that was reference at ticket creation.
  • status : corresponds to the state of the state machine "referencing Ticket".