> For the complete documentation index, see [llms.txt](https://hub.equipme.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://hub.equipme.io/dokumentation/operate/work-items.md).

# Working on tickets (work items)

Working on tickets in Equipme Operate: my tickets, all tickets, new ticket, threads, assignment, status, priority, links and resources.

**Path:** Equipme Operate → **"My tickets"** or **"All tickets"**

This page is for agents and team leads. How employees create and track tickets is described in [Support requests and tickets](/dokumentation/self-service/tickets.md).

## My tickets

Your personal work list with three views:

| View                 | Content                                                            |
| -------------------- | ------------------------------------------------------------------ |
| **"Assigned to me"** | Tickets you are the assignee or agent of that are not yet resolved |
| **"Open to claim"**  | Tickets assigned to one of your groups that have no agent yet      |
| **"Concerning me"**  | Tickets in which you yourself are the contact                      |

Each view shows the count and has a search. The list is on the left, the selected ticket on the right.

## All tickets

All tickets you are allowed to see, as a table. Columns can be sorted and filtered, e.g. by "Status", "Type", "Priority", "Group", "Agent" or "Labels".

* **Saved views:** Save a filter combination as a view. Views can be renamed, reordered and deleted.
* **Changing the status of several tickets:** select tickets → **"Change status"**. For each current status, choose the target under **"New status"**; with **"Apply to all"** your choice applies to all of them. Only allowed transitions are offered. The tickets are updated individually; you can trigger failed ones again with **"Retry failed"**.

## Creating a ticket

1. Choose **"New ticket"**.
2. Describe the matter under **"What's it about"** (required) and attach files if needed.
3. Optionally enter a subject. If you leave it empty, it is generated automatically.
4. Optionally set **"Type"**, **"Assignee"** or **"Assign to me"**, **"Agent"** and **"Resources"**.
5. Under **"Open ticket for"**, select the requester if you are recording the ticket for someone else, e.g. after a phone call. If there is no matching contact, create one with **"Add new contact"**.
6. Choose the channel: **"In-App"** or **"Email (*****address*****)"** so that communication runs by email.
7. **"Open ticket"**.

When selecting the requester, you see whether they already have **"Open tickets"**. This helps avoid duplicate tickets.

## Ticket details

### Header and summary

At the top are the number and the **"Subject"**; you can edit the subject directly. Below it is the **"AI-generated summary"** of the conversation so far.

### Conversation and threads

* The **"Main thread"** is the conversation with the requester.
* The requester never sees **internal threads**. With **"Start new thread"** you bring in colleagues or groups, either **"In-app"** or by **"Email"**. The thread is named after the people you add.
* **"All threads"** shows all conversations together.

You write replies in the editor at the bottom:

* **"Reply"** opens the editor; **"Toggle formatting"** shows the formatting options.
* Use **"Edit recipients"** to adjust **"To"** and **"Cc"**. Anyone in "Cc" becomes an observer of the ticket.
* **"Attach file"** or drag files into the editor.
* **"Send"** or Ctrl + Enter (Mac: ⌘ + Enter).

You can edit your own messages afterwards (marked "edited") or delete them. Messages received or sent by email are marked "Received by email" or "Sent by email".

Between the messages, the **"Activity"** shows every field change, e.g. status, assignment or labels. You can hide it. Use **"Search messages…"** to search the conversation.

### Attachments

Under **"Attachments"** you find all files of the ticket. **"Open in browser"** displays them, **"Download"** saves them.

## Assignment

In the **"Assignment"** section:

* **"Assignee"** is a group or a person. If a group is the assignee, the ticket lands in its queue.
* **"Agent"** is the person actually working on the ticket.
* **"Assign to me"** enters you.
* **"Take over"** is what you use as a group member to take a ticket from the queue.

## Status and lifecycle

In the **"Details"** section you change **"Status"**, **"Type"** and **"Lifecycle"**.

* The status menu only shows the transitions your company has allowed (see [Administration](/dokumentation/operate/administration.md#status)).
* You can switch freely between "Open" and "Resolved".
* **"Closed"** is only possible from "Resolved" and is **final**. The ticket is then read-only. For follow-up work, create a new ticket and link it.

{% hint style="warning" %}
Only close a ticket when there is really nothing left to do. A closed ticket cannot be reopened.
{% endhint %}

## Severity and priority

Under **"Severity"** you set **"Impact"** and **"Urgency"**, each "Low", "Medium", "High" or "Critical". If both are set and you change one of them, Equipme Operate recalculates the **"Priority"**. Otherwise a manually set priority is kept.

## Labels

Under **"Labels"** you add tags with **"Add label"**. If a label does not exist yet, create it directly via **"Create "*****name*****""**. Administrators manage labels under [Administration](/dokumentation/operate/administration.md#labels).

## Participants

**"Participants"** shows everyone involved: owners, contributors and observers. Participants are informed about new messages.

## Linked tickets and subtasks

Use **"Link tickets"** to establish relationships. Search by number or subject and choose the kind:

| Kind           | Counterpart     |
| -------------- | --------------- |
| "Subtask of"   | "Parent of"     |
| "Blocked by"   | "Blocks"        |
| "Duplicate of" | "Duplicated by" |
| "Caused by"    | "Causes"        |
| "Relates to"   | –               |

Subtasks are tickets of their own. On the parent ticket, progress such as "2 of 5 closed" shows how far they are. A ticket can only have one parent.

Under **"Recent tickets"** you see other tickets of the same contact and link them with one click.

## Resources

Under **"Resources"** you link what the ticket is about:

* **"Link resource"**: search for a **"Location"** or a **"Service instance"** from equipme. Its details, e.g. "Inventory number", "Cost center", "Employee" or "Supplier", are shown live from equipme.
* **"Add link by URL"**: any link with a name.

Resources are **"Visible to everyone on the ticket, including the requester"**.

## FAQ

**Why is a status missing from the status menu?**

Only allowed transitions from the current status are offered. Administrators define them under "Administration" → "Status".

**What is the difference between "Assign to me" and "Take over"?**

Both enter you. "Take over" is the action for group members who otherwise only have read access: they take a ticket from the queue and can then edit it fully.

**Can I merge two tickets?**

No. Link the duplicate ticket with "Duplicate of" and close it.

**Does the requester's resolution message change the status?**

No. It is just a message in the conversation. You set the status.


---

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