Content
- Overview of all requests
- Customizing the table view
- Editing and deleting tickets directly in the table
- Ticket processing status
Overview of all requests
In issue management in Cockpit, you can view and process all incoming requests. Each request is recorded as a ticket and contains all relevant information along with its current processing status. Use the arrow next to Issue management to collapse the entire filter bar and give the table more space.
The sidebar is organized into three collapsible sections:
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Assigned to me: Tickets where you yourself are set as the assignee.
- Waiting for me: Tickets waiting for your reply or action.
- Waiting for requester: Your tickets waiting for a reply from the requester.
- Waiting for third-party company: Your tickets waiting for feedback from a third-party company.
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All tickets: All tickets you have permission to see, regardless of assignment.
- Unassigned: All tickets that have not yet been assigned to anyone.
- Waiting for team member: Tickets assigned to a team member but waiting for a reply.
- Waiting for requester: Tickets waiting for a reply from the requester.
- Waiting for third-party company: Tickets waiting for feedback from a third-party company.
- Open tickets: All tickets that are not yet closed and are awaiting a reply or action.
- All tickets: Overview of all tickets, regardless of status or assignee.
- Unaddressable residents: Tickets created by people not yet registered in the system.
- Custom filters: Your personal saved filters. Use "New filter" (plus icon) to create a new one; saved filters appear below with their name and hit count.
Each entry shows the current hit count on the right.
Customizing the table view
The ticket overview is displayed as a clear table that you can customize to fit your workflows. The following columns are available:
- Status: the ticket's current processing status.
- Requester: the person who reported the issue.
- Assignee: the person or role currently responsible.
- Address: the affected property or unit.
- Phone number: the requester's phone number on file.
- Category: the assigned ticket category.
- Subject: the ticket's title.
- Labels: labels assigned for further classification.
- Message: a preview of the message text.
- Last updated: the time of the last change.
Sorting tickets
Click a column header to sort the table by that column. By default, tickets are sorted by Last updated. Your most recent sort order is saved and will still be applied the next time you log in.
Managing columns
Use the menu icon in a column header to open the column menu with the following options:
- Pin to left or Pin to right: fixes the column at the left or right edge of the table.
- Hide column: hides the selected column.
- Manage columns: opens the "Show/hide columns" window, letting you show or hide individual columns.
- Reset settings: restores the default column view.
You can also drag and drop columns to change their order. Your personal column view is saved and persists across future sessions.
Editing and deleting tickets directly in the table
You can make many adjustments without opening a ticket – directly in the row of the ticket overview:
- Select the ticket: Check the checkbox at the start of the desired row. A message appears above the table: "Click the selected row to edit it.".
- Open edit mode: Click the selected row. The row switches directly into edit mode without opening the detail view.
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Adjust fields directly in the row: Edit the fields marked with an asterisk directly in the row:
- Select or enter Status, Assignee, Category, and Subject.
- Change address: Use the Change address button to update the assigned address.
- Manage labels: Use Add label to assign labels or create new ones.
- Save or discard: Confirm your changes with Save or discard them with Cancel.
- Delete ticket: Use the trash icon above the table to delete the selected ticket.
If the subject is changed, an internal comment documenting the change is created automatically. Edit all other fields and features as usual in the detail view (see the following sections).
Ticket processing status
A ticket's processing and update status is shown using color icons that you'll see in every ticket list. The following status indicators exist:
- Grey dot: the ticket is closed, no further action required.
- Hammer icon: the ticket is waiting to be handled by a third-party company. This icon is always grey, regardless of waiting time.
- Hourglass icon: the ticket is waiting for a reply from the requester. This icon is also always grey, regardless of waiting time.
- Green dot: the ticket is waiting for a team member and was created, edited, or updated less than 2 hours ago.
- Yellow dot: the ticket is waiting for a team member and was last updated at least 2 hours, but less than 24 hours, ago.
- Red dot: the ticket is waiting for a team member, and the last update was at least 24 hours ago.
The green/yellow/red color coding applies only to tickets in "Waiting for team member" status – the dot only changes color for this status; this time frame is also measured only on business days (Monday to Friday), excluding weekends.