Open Ticket Dashboard

The Open Ticket Dashboard provides details about requests that have been submitted to Unifyr teams.

In Unifyr One Admin, navigate to Analytics & Reports and click Browse Reports. Search for Open Ticket Dashboard.

You can also use one of these links, depending on your data center:

• US data center - https://supplier.ziftone.com/reports/looker/DASHBOARD/4091
• EU data center - https://supplier.eu.ziftone.com/reports/looker/DASHBOARD/4162

The report includes two sections:

• Client Tickets - cases submitted by your employee team
• Partner Tickets - cases submitted by partners (for customers with an Extended Partner Support contract)

Each section displays a list of tickets, with these columns of information:

Column	Description
Zendesk Ticket ID	The ticket # used to track your case from creation to resolution.
Created	The date your request was received.
Requester	The email address of the user that submitted the request.  If a Unifyr team member created a request on your behalf, we will assign you as the requester.
Subject	The summary of the request or issue provided when the request was created.
Team	The Unifyr team that is managing communications and tracking resolution of your request.
Request Type	The type of request: Task - request for work Service Request - request for work Problem or Bug - identified issue requiring resolution Idea - feature request or enhancement
Request Status	The current status of the request: Open - awaiting assignment to a team member, is under investigation, or is waiting for resolution. On Hold - under investigation, work is in progress, or the project is paused. Pending - a team member is waiting for a response from the requester. Ticket will auto-solve if a response is not received within the specified time frame. Solved - solved by you or a team member, or has auto-solved. The request can be reopened within the specified time frame.
Ticket Stage	A request will move through some or all of the following stages as the work progresses: New - The ticket has been created and is waiting to be picked up by a team member. Project Hold - The client has requested that the project be put on hold. Processed - (for Product Insight requests) The request has been moved to the product management tool for further evaluation. In Progress - Work has begun. Internal Escalation - Work has been assigned to another team. Internal Rework - A rework is required following QA. In Review - Work has passed QA. Release to Staging - Work will be released to the staging area. Test on Staging - Work is being tested in the staging area. Release to Production - Work will be released to production. UAT Production - Work is being tested in the production area by the client. Done - Work has been completed and the case is solved
Priority	The urgency status based on the severity of the request. For descriptions, see https://customer.ziftone.com/#/page/support-services.
JIRA Group	The request has been internally escalated for a designated team to carry out work, for example: Development (SUPP) Advanced Reporting (BI) Customization (PB) Infrastructure (DEVOPS) Integrations (ZLS) Implementation (IMPS) Partner Enablement (PE) Database (SERV)
JIRA Status	The current status of internally escalated work assigned to the appropriate JIRA Group.
JIRA Ticket ID	The ID of internally escalated work assigned to the appropriate JIRA Group.
Due Date	The estimated completion date, based on standard SLAs.  Note Date is a tentative goal date and is not guaranteed.