Name: Working With Ticket List in SAP Service Cloud
Uploaded: 2018-7-31
Duration: 170 s
Description: This video helps you learn how to process tickets in the ticket list by giving details of features like creating ticket list filters, actions on multiple tickets, escalations, assigning tickets and more.

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<div><div><div><div><div><div>This video helps you learn how to process tickets in the ticket list by giving details of features like creating ticket list filters, actions on multiple tickets, escalations, assigning tickets and more.</div></div></div></div></div></div>

Working With Ticket List in SAP Service Cloud

Hello and welcome. In this video, we'll give you a quick introduction to working with service tickets. To get to the ticket list, select tickets from the Service Work Center. Let's sort this list to see the urgent tickets. First click the priority column header and select Sort Descending. It looks like there are a lot of tickets. You can narrow the list by selecting a filter like my tickets. You can also create your own filter. Let's create a filter to look at new urgent priority tickets. Click Save Query as to save the filter. Let's call this Urgent Open tickets. You can also set the query as the default for the list. To do this, open the filter again and select Organize Queries. This means the filter is applied automatically when you open the ticket list. Now let's see what else you can do with ticket lists. Let's say your manager just told the team that tickets from Bicycle Warehouse need special attention right now. Let's see how you can escalate these tickets so they're handled right away. Using the checkboxes on the left side of the workspace, select tickets from Bicycle Warehouse. Now go to the more menu and select escalate to ensure they get passed to a subject matter expert. Let's get to work on some of these other tickets. Start by assigning one to yourself. Do this by selecting more. Then assign to me. Now change the filter to my tickets to see all the open and in-process tickets assigned to you. Notice that many of the columns in a ticket are hyperlinks. Hover over these links or on a touch interface. Press and hold to see a quick overview of item information. This is true of any hyperlink in your system. Clicking the link will return details on the ticket, the customer, or other related items. For example, if you click the ID or subject link, the ticket opens a new tab. For additional videos regarding SAP Service Cloud, visit open SAP microlearning. Thanks for watching.