Learn where to find tickets, how to filter lists and book project times directly on tickets.
My Tickets
Under Tickets > My Tickets you see all tickets where you are the processor or that have no processor yet. The overview is the fastest entry point to your own backlog.
Columns and sorting can be configured per user – settings are saved. Via the action Excel export you export the filtered list with all visible columns (see article on data export).
Via the filter bar you narrow the list by status, priority, project, customer, date and other fields.
Clicking the ticket number opens the detail view with the tabs Data, Projects, Subtasks, Project Times and, where applicable, Work Packages.
Checkboxes let you display additional tables:
"as processor" shows the tickets and subtasks assigned to you as the processor.
"new without processor" lists tickets and subtasks without a processor from projects you are responsible for as a project team member.
"as creator" additionally shows all tickets and subtasks you created yourself.
You can activate several checkboxes at the same time. The corresponding tables are then displayed one below the other.
All Tickets
Under Tickets > All Tickets you find the company-wide ticket overview. Which tickets you see depends on your role and project assignments:
Administrators: see all tickets in the company.
Project managers with budget responsibility: see all tickets of their projects.
Employees: see tickets of the projects they are assigned to as well as tickets assigned to them from other projects.
In this list, bulk operations are additionally available – e.g. assigning several tickets to a processor at once or moving them to another project.
Tickets in Project Context
In every project, the General > Tickets tab leads to all tickets of the project. The list view shows a classic table with filter and column options, identical to the table under Tickets > All Tickets but limited to the respective project.
Bulk operations
In the ticket overview Tickets > All Tickets, bulk actions for the selected tickets are available via the three-dot icon. They let you apply changes without editing individually.
Change primary project assignment – moves the selected tickets to another main project.
Add secondary assignment – additionally links the tickets to another project.
Add or remove categories – groups tickets under a common classification.
Change duration – sets start, deadline or date received for multiple tickets at once.
Change status, priority, processor, creator or customer contact person – assigns multiple tickets or applies a bulk status change.
Note: If the selected tickets already have project times, ZEP asks how to handle the existing bookings. Three options: Cancel (no change), Re-book times (project times move to the new project), or Keep old assignment as secondary (project times stay in the old project, the ticket is assigned to both).
Search and Filter Tickets
For fast search ZEP offers two ways:
Quick links: direct access from the filter bar – e.g. "only my open tickets" or "changed in the last 7 days".
Advanced filters: combination of status, priority, category, tag, processor, date range and full-text search in subject or remarks.
The global search in the ZEP header also considers tickets and shows ticket number and subject directly in the results when there is a match.
Tip: The search field in the page header also finds tickets by ticket number, external ticket number, customer reference and subject. Useful when you don't currently have the overview page open.
By default, only employees assigned to the respective project are available for selection. If the option "Only project members are authorized for project-tickets" is disabled in the ticket system settings, all employees are available for selection.
When you select a creator, all employees authorized to book on the project are available for selection, and the list is filtered to that creator's tickets.
Additional project-related filters are available:
"Project": narrows the list down to a single project. Employees only see the projects they are assigned to, and consequently only the tickets for those projects. Administrators, controllers and project controllers, on the other hand, have all projects available for selection and therefore see all associated tickets, even if they are not authorized to book time on them themselves.
"Project type" (only with read access to customers): options "- Any -", "Customer projects only" and "Internal projects only". With "Customer projects only", you can additionally select a single customer.
"Project runtime": restricts the project selection to a period. Only projects that are valid, start or end within that period are then shown.
Book Project Times on Tickets
Project times can be assigned to a ticket or subtask in three ways. The prerequisite is always that the ticket is in status in process and that you are a project member of the corresponding project.
In project time recording you select project and task. If a ticket is set on the task, an additional field for ticket selection appears.
In the ticket itself, the Project Times tab shows all times booked so far with date, duration, employee and activity. You can also create a new booking directly here.
Once tickets or subtasks move into a final status, no further bookings are possible (see article on status transitions).
Ticket Detail View
The detail page of a ticket consists of several tabs:
Data: subject, description, all fields from the create form and the remarks history.
Projects: overview of the assigned projects (multiple assignment possible).
Subtasks: list of all subtasks of the ticket with status and processor.
Project Times: all times booked for this ticket.
Work Packages: with the Resource Planning module active, the work packages scheduled on the ticket.
If a ticket is assigned only a single project-task combination, you can change the project and task directly in the "Data" tab, as long as no project times have been booked for the ticket yet. Once project times have been recorded, both fields become read-only. To change the project or task anyway, assign the ticket an additional project-task combination in the "Projects" tab and set it as the primary combination.
If a ticket already has more than one combination assigned, the primary project and task can never be changed in the "Data" tab. In this case, set the primary combination exclusively via the "Projects" tab.