CENTER LOGiX - Verifies

Verifies

The Verifies feature allows CSRs and RTEs to review tickets that require verification before they move forward in the workflow. This ensures accuracy, compliance, and accountability.

Accessing Verifies

• From the top navigation bar in Ticket Entry, select Verifies.
• A modal window opens displaying all tickets currently requiring verification.

Verifies List

The list includes the following columns:

• Ticket # – Unique identifier of the ticket.
• Rev – Revision number of the ticket.
• Email – Email address of the user who submitted or owns the ticket.
• Roles – Role(s) assigned to the user (e.g., SysOp, Org, User).
• Priority – Ticket priority (Normal, Rush, Short, Emergency, etc.).
• Type – Ticket type (New, Update, Cancel, etc.).
• Created At – Date and time the ticket was created.
• Verified Type – Displays current status (Pending, Verified, Feedback).
• Verified At – Date and time of verification, if completed.
• Comment – System-generated messages (e.g., “ERROR: HIGH RISK”) or reviewer notes.

Additional features:

• Search and Filter – Quickly locate tickets using keyword search or filters.
• Pagination – Navigate through large sets of tickets.
• Export – Download the verifies list for reporting or offline review.

Ticket Verification Actions

Clicking a ticket in the verifies list opens the ticket details in Verify mode. The verification modal presents:

1. System-generated comments (e.g., risk alerts).
2. Additional Comments field for the reviewer.

The reviewer can then take one of two actions:

Verify

• Confirms that the ticket details are correct.
• Updates the ticket status to Verified (green).
• Logs the verifier’s name, role, and date/time in the audit log.
• Status is updated in the verifies list.

Feedback

• Requires entry of comments in the Additional Comments field.
• Updates the ticket status to Feedback (yellow).
• Keeps the ticket in the verifies list until the issue is resolved.
• Logs the feedback action in the audit log.

Audit Log

All actions taken in the Verifies workflow (Verify or Feedback) are recorded with:

• User name
• Role
• Date/time stamp
• Action performed
• Comments