[[brix:en:post_tickets]]
====== ~ BASIC ~ ======

The tab holds the data entered by the user and the data with which the support provider manages the request. The fields are listed in their on-screen order.

===== Fields =====

  * //**{User email}**// — E-mail address of the user who entered the request; in the user's form this is the //**{User}**// field. The {{:icons:mail.png?20|}} icon next to the field sends an e-mail message to that address.
  * //**{ZZP}**// — Request number; assigned automatically on saving.
  * //**{Date}**// — Date and time the request was entered.
  * //**{Partner}**// — The partner the service is invoiced to if it is chargeable (see //**{To Invoice}**//). A folder icon stands next to the field.
  * //**{For company}**// — The company the request refers to; important when the partner (e.g. an accounting firm) keeps the books of several companies.
  * //**{Subject}**// — Short title of the request; shown in the list and in the subject of every message inside the request.
  * //**{Text}**// — Description of the problem as entered by the user; in the user's form this is the //**{Description}**// field.
  * //**{CC email}**// — E-mail addresses of people following the resolution of the request; they receive a notification on every change in the request.
  * //**{The person in charge}**// — The support team member handling the request.
  * //**{Priority}**// — Order of resolution: //Stop everything and do it now//, //As soon as you finish what you are doing//, //Take it as next task//, //When you have time//, //Not yet//.
  * //**{Gitlab}**// — Number of the GitLab issue, if one is open for the request. The {{:icons:link.png?20|}} icon next to the field opens the link to the issue.
  * //**{Job Card}**// — Number of the job card tracking the resolution of the request (see //**{Open Job Card}**//).
  * //**{Associates}**// — Support team members who receive notifications about changes during resolution and see internal messages.
  * //**{Public}**// — Checkbox; not described yet.
  * //**{To Invoice}**// — Checkbox; marks that the service of resolving the request is invoiced to the partner in the //**{Partner}**// field.
  * //**{Open Job Card}**// — Checkbox; for a request whose resolution will take longer, a job card is opened to track the work, and its number is entered in //**{Job Card}**//.
  * //**{Close}**// — Checkbox; saving closes the request (see below).
  * //**{Notes}**// — Internal note of the support team, not visible to the user.

===== Invoicing and tracking =====

For a chargeable request, tick //**{To Invoice}**// and check the partner in the //**{Partner}**// field. For a request that is not resolved right away, tick //**{Open Job Card}**//, so that further work is tracked through the job card instead of through messages in the request.

===== Closing the request =====

  - Tick //**{Close}**//. The //**{Answer}**// box is shown.
  - Enter the description of the solution in //**{Answer}**// — this is the text the user sees as the support answer.
  - Save the request with the <color #ffffff/#0087ab>**SAVE**</color> button. The request moves to the //Finished// tab, and the //**{Answered at}**// field receives the time of closing.

<note>
The user can reopen a closed request with the **REOPEN** button in their own form and continue communication in the **//[[brix:en:post_tickets:messages]]//** tab; the request then returns to the //Open// tab.
</note>