WSU CallTracker – Search / Update Tickets

Note: To log in from home or any place off the Wayne State campus, you must use SSL VPN (WSU's Virtual Private Network that uses Secure Sockets Layer protocol).

After you login, the main menu is displayed. These search methods are listed. Each is described in detail below along with update instructions:

Anyone with an active WSU AccessID can search by ticket number. In order to search by name or group or update a ticket, you must have authorized access from your department and have that permission entered into the CallTracker system.

Search and update tickets by ticket number

When you click Search/Update Tickets by Ticket Number, the Ticket Search by Number page is displayed.

  1. Type the number for the ticket and click the Search button.
  2. CallTracker displays one line of information about the ticket number you typed. To get more information, click the ticket number listed.
  3. The next page displays more information about the ticket, including the complete ticket log. To update the ticket, click the ticket number at the top of the page.
  4. The Update Ticket page displays. This is the page on which you can make changes to update the ticket. Note that you cannot change the information already recorded in the Ticket Log; you can only add information to it. To view the information already recorded in the log, click View Ticket Log.
  5. When finished updating the information, check to make sure that all information is supplied and then click the Update Ticket button at the top of the page.

Search and update tickets by customer

When you click Search/Update Tickets by Customer, the Ticket Listing by Customer Name page is displayed.

  1. Type the customer's AccessID. If you want to limit the search, also put a number in the Past ___ Days box and/or click the Only Show Open Tickets box. Then click the Search button.
  2. CallTracker displays one line of information about each ticket during the period specified. To get more information about a specific ticket, click the ticket number listed on the left.
  3. The next page shows more information about the ticket, including the complete ticket log. To update the ticket, click the ticket number at the top of the page.
  4. The Update Ticket page displays. This is the page on which you can make changes to update the ticket. Note that you cannot change the information already recorded in the Ticket Log; you can only add information to it. To view the information already recorded in the log, click View Ticket Log.
  5. When finished updating the information, check to make sure that all information is supplied and then click the Update Ticket button at the top of the page.

Search and update tickets by assigned person

When you click Search/Update Tickets by Assigned Person, the Search by Assigned Person page is displayed.

  1. Select the CallTracker user name from the pull-down menu of persons authorized to be assigned tickets. If you want to limit the search, put a number in the Past ___ Days box and/or click the Only Show Open Tickets box. Then click the Search button.
  2. CallTracker displays one line of information about each ticket during the period specified. To get more information about a specific ticket, click the ticket number listed on the left.
  3. The next page shows more information about the ticket, including the complete ticket log. To update the ticket, click the ticket number at the top of the page.
  4. The Update Ticket page displays. This is the page on which you can make changes to update the ticket. Note that you cannot change the information already recorded in the Ticket Log; you can only add information to it. To view the information already recorded in the log, click View Ticket Log.
  5. When finished updating the information, check to make sure that all information is supplied and then click the Update Ticket button at the top of the page.

Search and update tickets by group

When you click Search/Update Tickets by Group, the Search Tickets by Group page is displayed.

  1. Select the desired group from the pull-down menu. If you want to limit the search, also put a number in the Past ___ Days box and/or click the Only Show Open Tickets box. Then click the Search button.
  2. CallTracker displays one line of information about each ticket, for each person in the group, during the period specified. To get more information about a specific ticket, click the ticket number listed on the left.
  3. The next page shows more information about the ticket, including the complete ticket log. To update the ticket, click the ticket number at the top of the page.
  4. The Update Ticket page displays. This is the page on which you can make changes to update the ticket. Note that you cannot change the information already recorded in the Ticket Log; you can only add information to it. To view the information already recorded in the log, click View Ticket Log.
  5. When finished updating the information, check to make sure that all information is supplied and then click the Update Ticket button at the top of the page.


Also see:
– Log in to CallTracker
– About WSU CallTracker
– Search by Ticket Number (for customers)
– Get an Authorized User Account
– Create New Ticket (Authorized User Only)
– Create a Spreadsheet Report (Authorized User Only)
– Glossary of Terms