Ticket Settings

---

The Ticket Settings section controls how JMS Help Desk operates behind the scenes.

This area is mainly intended for administrators and managers. It provides the tools required to configure departments, categories, agents, ticket statuses, notification rules, and activity tracking.

Ticket Settings determine how tickets are created, assigned, routed, updated, monitored, and reviewed.

Settings Overview

The Ticket Settings area includes the following sections:

• User Guide
• Categories, Departments & Agents
• Manage Tickets
• Trash
• Workflow Defaults
• Automation
• Notifications
• Manage Status

Some settings may not be available yet and may display Coming Soon.

Recommended Setup Order

JMS displays the following recommended setup order:

Department → Category → Assign Agents

Complete the Help Desk setup in this order:

1. Create the departments that will handle tickets.
2. Create categories and link them to the appropriate departments.
3. Assign agents to the departments where they will work.
4. Create and activate request forms for those departments and categories.
5. Submit a test ticket and confirm that it is routed correctly.

Following this order helps prevent tickets from being left without a valid department, category, or agent.

User Guide

The User Guide section provides introductory information about configuring and managing JMS Help Desk.

Use this section when you need help understanding:

• The recommended setup order.
• How departments, categories, and agents work together.
• Available Settings sections.
• Basic Help Desk configuration requirements.

Categories, Departments & Agents

The Categories, Departments & Agents section manages the main Help Desk structure.

It includes three tabs:

• Departments
• Categories
• Agents

These areas work together to organize and route tickets correctly.

Departments

Departments represent the internal teams responsible for handling tickets.

Examples include:

• Finance
• HR
• IT
• IT Department

A department helps JMS determine which team should manage a ticket.

The Departments list may show:

• Department ID.
• Department name.
• Description.
• Available management actions.

From the Departments tab, authorized users can:

• Search for departments.
• Add a department.
• Manage an existing department.
• Update a department’s name or description.
• Review or assign department agents.
• Delete a department.

Adding a Department

To create a department:

1. Open Categories, Departments & Agents.
2. Select Departments.
3. Select Add Department.
4. Enter the department name.
5. Enter a short description.
6. Select Save.
7. Refresh the page and confirm that the department appears once.

The department name cannot be empty. JMS should also prevent another department from being created with the same name.

Use clear department names so users and agents can easily identify the correct team.

Managing a Department

Use the department’s action menu and select Manage to update it.

Depending on the available options, administrators can:

• Change the department name.
• Update its description.
• Review connected agents.
• Assign agents to the department.

After saving:

1. Refresh the Departments list.
2. Confirm that the changes remain.
3. Review related categories, forms, agents, and tickets.

Select Cancel when you want to close the window without saving changes.

Deleting a Department

Deleting a department can affect categories, agents, forms, and tickets linked to it.

Before deleting a department:

1. Review its categories.
2. Review its assigned agents.
3. Review active request forms linked to it.
4. Review its active tickets.
5. Reassign dependent records to another valid department.
6. Confirm that the replacement categories and agents belong to the new department.

If active tickets are linked to the department, JMS may ask you to:

• Reassign the tickets to another department.
• Resolve the tickets before deletion.
• Cancel the deletion.

After deleting a department, verify that no category, agent, form, or ticket still displays the deleted department.

Do not continue if the deletion could leave records with mismatched department, category, or agent information.

Categories

Categories describe the type of support request.

Examples include:

• Billing
• Technical Support
• Payroll Issue
• Login Problem

Categories help users explain what their tickets are about. They also help JMS route tickets to the correct department.

The Categories list may show:

• Category ID.
• Category name.
• Linked department.
• Default priority.
• Available actions.

From the Categories tab, authorized users can:

• Search for categories.
• Filter categories by department.
• Add a category.
• Edit a category.
• Change its priority.
• Delete a category.

Adding a Category

To create a category:

1. Open Categories.
2. Select Add Category.
3. Enter the category name.
4. Select the correct department.
5. Select the appropriate priority.
6. Save the category.
7. Refresh the page and confirm that it appears under the correct department.

A category should always be linked to a valid department.

Editing a Category

To edit a category:

1. Find the category in the list.
2. Select Edit.
3. Update its name, department, or priority.
4. Save the changes.
5. Refresh the page.
6. Confirm that the updated information remains.

After changing a category’s department, review any forms or tickets that use that category.

Deleting a Category

Before deleting a category, review whether it is used by:

• Active forms.
• Open tickets.
• Resolved or historical tickets.
• Department routing rules.
• Automation rules.

Delete a category only when it is no longer required or after its dependent records have been updated.

Agents

Agents are support users who manage and respond to tickets.

Each agent is linked to a department so JMS knows which tickets that agent can manage.

The Agents list may show:

• Agent ID.
• Agent name.
• Assigned department.
• Available actions.

From the Agents tab, authorized users can:

• Search for agents.
• Add an agent.
• Filter agents by department.
• Reassign an agent to another department.
• Delete an agent.

Adding an Agent

To assign a user as an agent:

1. Open Agents.
2. Select Add Agent.
3. Select the correct user.
4. Review the user’s name and email address.
5. Select a department.
6. Select Assign.
7. Refresh the page and confirm that the agent appears once.

Both a user and department must be selected before the assignment can be completed.

JMS should prevent the same user from being assigned to the same department more than once.

Reassigning an Agent

To move an agent to another department:

1. Open the agent’s action menu.
2. Select Reassign Department.
3. Select the new department.
4. Save the change.
5. Refresh the Agents list.
6. Confirm that the new department is displayed.

After reassigning an agent, review the agent’s active tickets. A ticket and its assigned agent should belong to the same department.

Deleting an Agent

Before deleting an agent, review whether the agent has active tickets.

JMS may block deletion or require active tickets to be reassigned first.

To delete an agent:

1. Open the agent’s action menu.
2. Select Delete Agent.
3. Review the confirmation message.
4. Confirm the deletion.
5. Refresh the Agents list.
6. Confirm that the agent is no longer available for new ticket assignments.

Deleting an agent assignment does not necessarily delete the user’s JMS account.

Agent Identity

Some agents may have identical or similar display names.

When adding an agent, use the displayed email address to confirm that you selected the correct user.

If the Agents list does not display an email address or another unique identifier, ask an administrator to confirm the correct account before reassigning or deleting the agent.

Department-Based Agent Assignment

Agent availability is controlled by department mapping.

An agent normally appears in the assignment list only when:

• The agent is active.
• The agent is assigned to a department.
• The ticket belongs to the same department.

If no agents appear, confirm the ticket’s department and the agent’s department assignment.

Manage Tickets

The Manage Tickets section helps administrators find tickets that are missing important assignment information.

This may include:

• Tickets without a department.
• Tickets without an assigned agent.

Authorized users can search for these tickets, select them, and assign the missing department or agent.

This helps ensure that every active ticket is routed to the correct team and has someone responsible for it.

Assigning Missing Departments

To update tickets without a department:

1. Open Manage Tickets.
2. View tickets without a department.
3. Select the required ticket.
4. Assign the correct department.
5. Confirm the change.
6. Open the ticket and verify its category and agent information.

Assigning Missing Agents

To update tickets without an agent:

1. Open Manage Tickets.
2. View tickets without an assigned agent.
3. Select the required ticket.
4. Choose an available agent.
5. Confirm the assignment.
6. Open the ticket and verify the result.

The selected agent must belong to the same department as the ticket.

Trash

The Trash section stores supported Help Desk items that were moved out of their active lists.

Depending on the item type and available permissions, users may be able to:

• View deleted items.
• Restore an item.
• Permanently delete an item.

Forms moved to Trash can be restored if they are needed again.

Some configuration records, such as agent or department assignments, may use permanent deletion instead. Always read the confirmation message before continuing.

Restoring an Item

To restore a supported item:

1. Open Trash.
2. Find the deleted item.
3. Select Restore.
4. Return to the item’s main management page.
5. Confirm that the item is available again.
6. Review its status and configuration before using it.

Workflow Defaults

The Workflow Defaults section is intended for default ticket behavior.

This may include settings such as:

• Default SLA rules.
• Default ticket priorities.
• Default ticket lifecycle behavior.
• Default routing behavior.

If this section displays Coming Soon, these settings are not yet available in the current version of JMS.

Automation

The Automation section is intended for automatic ticket rules.

Automation may eventually be used to route or update tickets based on:

• Category.
• Department.
• Priority.
• Status.
• Agent assignment.
• Ticket activity.
• SLA events.

If this section displays Coming Soon, automation rules cannot currently be configured.

Notifications

The Notifications section is intended for managing default ticket notifications.

Notifications may be used to inform users and agents when a ticket is:

• Created.
• Assigned.
• Updated.
• Replied to.
• Escalated.
• Approaching an SLA deadline.
• Resolved or closed.

Notification controls may eventually be organized by:

• User role.
• Event type.
• Escalation trigger.

If the Notifications page displays Coming Soon, notification settings are not currently available to configure, save, or test.

Manage Status

The Manage Status section controls the status options available for tickets.

Statuses show where a ticket is in its workflow.

The available statuses may include:

• Closed
• New
• Open
• Resolved
• Waiting
• Other

These statuses help agents and managers understand the current condition of each ticket.

From this section, authorized users can:

• Add a status.
• Edit a status.
• Delete a status.

Adding a Status

To add a status:

1. Open Manage Status.
2. Select Add Status.
3. Enter the status name.
4. Save the status.
5. Refresh the page and confirm that it appears once.
6. Open a test ticket and confirm that the status is available.

Use a clear status name that describes a specific stage of the support workflow.

Editing or Deleting a Status

Before editing or deleting a status, review whether it is currently used by any tickets or workflow rules.

After making a change:

1. Refresh the status list.
2. Open an affected ticket.
3. Confirm that its status remains valid.
4. Review reports and filters that use the status.

Ticket Audit Log

The Ticket Audit Log records important activity that occurs on tickets.

It helps administrators review:

• What changed.
• When the change occurred.
• Which ticket was affected.
• Who or what performed the action.

The audit log table may display:

• Date and time.
• Ticket number.
• Activity.
• Description.
• User.

Users may be able to:

• Search by ticket number.
• Search by activity or description.
• Filter by date.
• Filter by user.

Examples of audit log activity include:

• Resolution escalation level changes.
• Response escalation level changes.
• Resolution time breaches.
• Status changes.
• Agent or department assignments.
• System updates.

The audit log creates accountability and provides a detailed history of important ticket activity.

Troubleshooting

A Form Does Not Appear for a User

Confirm that:

• The form is active.
• The form belongs to the correct department.
• The user or agent has access to that department.
• The form has not been moved to Trash.

A Category Does Not Appear

Confirm that the category is linked to the selected department.

An Agent Does Not Appear

Confirm that the agent and ticket belong to the same department.

A Deleted Department Still Appears on Other Records

Review linked categories, agents, forms, and tickets. Reassign or remove any records that still reference the deleted department.

A Settings Section Displays Coming Soon

The feature is not yet available in the current JMS version and cannot be configured.

Why Ticket Settings Matter

Ticket Settings provide the foundation of JMS Help Desk.

By correctly configuring departments, categories, agents, statuses, notifications, and audit tracking, administrators can:

• Route tickets to the correct teams.
• Assign work to eligible agents.
• Reduce unassigned tickets.
• Keep ticket information consistent.
• Monitor important system activity.
• Improve accountability.
• Support faster response and resolution times.

A well-configured Help Desk reduces confusion and helps the support team manage requests consistently.