# Service Desk

*Tickets* in BuildingPro Suites are work orders.

*Tickets* can be divided into one or more *tasks*. Tasks are sub-tasks.

When all tasks have been completed, the ticket can be closed.

{% hint style="info" %}
A ticket must contain at least one task. Otherwise, it cannot be closed.
{% endhint %}

## The Ticket Menu

<figure><img src="https://3489494878-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9GvUpaatBiReR43XFSMg%2Fuploads%2FgirIvIwIVGeiF2Ak01Is%2FTicketing%20(5).png?alt=media&#x26;token=30185c33-fc60-4079-8868-7eea3aed81aa" alt=""><figcaption></figcaption></figure>

<table data-full-width="true"><thead><tr><th width="78.33333333333337"></th><th width="245.5999755859375"></th><th></th></tr></thead><tbody><tr><td><strong>[A]</strong></td><td>"Tickets" menu item</td><td></td></tr><tr><td><strong>[B]</strong></td><td>A <em>Ticket</em></td><td>Entry for a ticket</td></tr><tr><td><strong>[C]</strong></td><td>A <em>Task</em></td><td>Entry for one or more tasks</td></tr><tr><td><strong>[D]</strong></td><td>"Asset Name" column</td><td>This column displays the name of the asset to which the ticket refers.</td></tr><tr><td><strong>[D1]</strong></td><td>Message</td><td>This message appears if a ticket refers to an asset to which the user viewing it has no access.</td></tr><tr><td><strong>[E]</strong></td><td>"Title" column</td><td>The title of the ticket. This information can be specified when <a href="service-desk/create-tickets">-> creating a ticket.</a></td></tr><tr><td><strong>[F]</strong></td><td>"Reason" column</td><td>The <em>reason</em> for the ticket. This information can be specified when <a href="service-desk/create-tickets">-> creating a ticket.</a></td></tr><tr><td><strong>[G]</strong></td><td>"Assigned to" column</td><td>Shows to whom a ticket or a task is assigned. This information must be specified when <a href="service-desk/create-tickets">-> creating a ticket.</a></td></tr><tr><td><strong>[H]</strong></td><td>"Status" column</td><td>Shows the status of a ticket or a task</td></tr><tr><td><strong>[I]</strong></td><td>"Templates" switch</td><td>Displays templates or tickets</td></tr><tr><td><strong>[J]</strong></td><td>"Timeline view" switch</td><td>Turns the <em>timeline</em> on or off</td></tr><tr><td><strong>[K]</strong></td><td>"Open Tickets" switch</td><td>Shows or hides <em>open tickets</em></td></tr><tr><td><strong>[K1]</strong></td><td>"Open Tickets" counter</td><td>Indicates how many <em>open tickets</em> are present</td></tr><tr><td><strong>[L]</strong></td><td>"Closed Tickets" switch</td><td>Shows or hides <em>closed tickets</em></td></tr><tr><td><strong>[L1]</strong></td><td>"Closed Tickets" counter</td><td>Indicates how many <em>closed tickets</em> are present</td></tr><tr><td><strong>[M]</strong></td><td>Default Ticket Recipient</td><td>Opens a window in which the default ticket recipient can be specified <a href="service-desk/ticket-settings">-> Ticket settings</a></td></tr><tr><td><strong>[N]</strong></td><td>Search</td><td>Shows the search window</td></tr><tr><td><strong>[O]</strong></td><td>Create new ticket</td><td>Opens the menu <a href="service-desk/create-tickets">-> Create new ticket</a></td></tr><tr><td><strong>[P]</strong></td><td>Sort tickets</td><td>Tickets can be sorted by ID, asset, title, reason, assigned to, status</td></tr><tr><td><strong>[Q]</strong></td><td>"Show tasks" switch</td><td>Shows or hides tasks belonging to tickets</td></tr><tr><td><strong>[R]</strong></td><td>More options</td><td>Shows more options for the corresponding element</td></tr></tbody></table>


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.buildings.ability.abb/collection/platform/service-desk.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.