> For the complete documentation index, see [llms.txt](https://docs.buildings.ability.abb/collection/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.buildings.ability.abb/collection/english-v14/documentation/tickets/ticket-details.md).

# ticket details

The ticket details bundle master data, status actions, comments, tasks, and the work log.

<div data-full-width="true"><figure><img src="https://156899794-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNyvwhz1kEMXcHf4HLuZ8%2Fuploads%2Fgit-blob-f7dcf69cd79bf9df5031e88541bfcf18d8c224fc%2FTicket%20Details.png?alt=media" alt="Ticket-Details mit Informationen und Kommentaren"><figcaption><p>Ticket details</p></figcaption></figure></div>

<table data-header-hidden data-search="false"><thead><tr><th width="68.52001953125">Element</th><th width="180">Title</th><th>Description</th></tr></thead><tbody><tr><td><strong>[A]</strong></td><td>Details</td><td>Displays the ticket information.</td></tr><tr><td><strong>[B]</strong></td><td>Tasks</td><td>Opens the <a href="/collection/english-v14/documentation/tickets/tasks-erstellen.md#tasks-anzeigen">-> task list</a>.</td></tr><tr><td><strong>[C]</strong></td><td>Work log</td><td>Displays all logged changes. <a href="/collection/english-v14/documentation/tickets/timeline-und-arbeitsprotokoll.md">-> timeline and work log</a></td></tr><tr><td><strong>[D]</strong></td><td>Ticket information</td><td>Includes status, priority, assignee, reporter, due date, time, asset, tags, alert, reason, reference number, description, and attachments.</td></tr><tr><td><strong>[D1]</strong></td><td>Edit</td><td>Opens the <a href="/collection/english-v14/documentation/tickets/ticket-konfigurieren.md">-> ticket configuration</a>.</td></tr><tr><td><strong>[D2]</strong></td><td>Close ticket</td><td>Closes the ticket once all tasks are completed.</td></tr><tr><td><strong>[D3]</strong></td><td>Cancel ticket</td><td>Cancels the ticket.</td></tr><tr><td><strong>[D4]</strong></td><td>Total time</td><td>Displays the ticket's automatically calculated or manually adjusted working time.</td></tr><tr><td><strong>[E]</strong></td><td>Comments</td><td>Displays the existing comments and attachments.</td></tr><tr><td><strong>[E1]</strong></td><td>Add comment</td><td>Input field for a new comment.</td></tr><tr><td><strong>[E2]</strong></td><td>Attach file</td><td>Adds a file to the comment.</td></tr><tr><td><strong>[E3]</strong></td><td>Send</td><td>Publishes the comment.</td></tr><tr><td><strong>[F]</strong></td><td>Back</td><td>Returns to the ticket list.</td></tr></tbody></table>

## Working time

The total time of a ticket is automatically calculated from the time entries of all subordinate tasks:

$$\text{Gesamtzeit des Tickets} = \sum \text{Zeitaufwand aller Tasks}$$

With **Adjust time** an authorized user can manually override the calculated total time. After that, calculated and adjusted time are distinguished:

* Users with administrative rights see both the calculated and the manually adjusted time.
* Users with read-only access see only the manually adjusted time.
* If the adjustment is removed, the sum of the task times applies again.

Manual time entries are validated. In the dialogs, a clear distinction is made between whether the time of a ticket or a task is being adjusted.

{% hint style="info" %}
A ticket can only be closed if it contains at least one task and all tasks are completed. The available status actions also depend on the [-> rights for tickets and tasks](/collection/english-v14/documentation/tickets/rechte-fuer-tickets-und-tasks.md).
{% endhint %}


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