Campaign & Adjustment Tickets
This routes a request to another user. It is used for anything that the originating user lacks permissions to do for themselves
Campaign -> New Ticket
Uses Customizable Workflows based on Ticket Type
CAMPAIGN TICKETS DASHBOARD Advertising -> Campaigns Menu
Upon final approval, this will auto-create an adjustment for one or more campaign lines.
Campaign -> New Adjustment Request
Has a standard workflow stages, with definable approval tiers.
ADJUSTMENT REQUESTS DASHBOARD Advertising -> Campaigns Menu
Campaign Tickets
Campaign Tickets are used to select one or more line items on a campaign and create a request for someone to do something with those lines which the originating user does not have privileges to do for themselves. This Option is initiated by the user by selecting "New Ticket" on the Campaign Line Items "Tickets" tab, as shown below:
User will choose Ticket Type, optionally choose who to assign it to, Priority and Status. There is also an area to describe why the ticket is needed. This can be applied to all lines in a campaign or selected lines. There is also a history of the changes tab to track its history.
See also Campaigns -> Campaign Tickets Dashboard for information on using tickets and also a video on the setup and use.
Here is a workflow overview should it be helpful for visualizing Campaign Tickets. (It's a bit of an eye chart, but click the 
in the top right corner to expand to full screen and be able to zoom in)
Ticket Types
Click “Ticket Type” node on the tree, below Campaign Tickets. This section is used to create one or more types of ticket that the user will select when creating a new ticket. This then is matched with a Workflow from the Ticket Type Workflows setup.
Enter an ID, description and select a Workflow from the drop-down menu.
Repeat this process for as many ticket types as needed and save.
You can attach a single workflow to many ticket types as needed.
If any or all of these require a custom data form, select that from the dropdown. (Setup for the Custom Data Forms is found in Setup -> Custom Forms Setup)
Ticket Workflow Routing
Click the “Ticket Workflow Routing” node on the tree. At a minimum, only the Ticket Type is required to be chosen but Product Group and Ticket Team are also available to use as needed to customize which users are able to access which status dropdowns.
If the Product Group and Team are left blank, then the routing defined will apply to all teams and all product groups. Click the get data button to load the workflow for the ticket type. Click the "View Existing Data" Link to see which workflows have already been defined. Workflows can be deleted as needed to fix setup mistakes, but before deleting, please ensure there aren't any open tickets for the defined workflow.
The below two screenshots to provide an example. In this example, for the same ticket type (Change Request) there are two different defined routings. For the Sales Team (first screenshot), there are two user selectable Statuses. The Sales user can Initiate the request which will assign the ticket to the Production Team, and they can cancel the request, which assigns it back to the originating user.
The Production Team on the other hand, is the one who has additional permissions and will be fulfilling this request. For someone on this ticket team, they will see all the status options that the sales person did not see. They can move the initial ticket to "Pending with Ops" indicating that they are looking into it. They can assign it back to the originating owner to request some additional information, they can close the ticket as completed or rejected.
If you check the box “User Selected” the system allows the users of the selected ticket team to choose that option in the ticket entry screen. The Route to Type defines if this workflow stage is selected if it will route to an individual or a team (must select here which individual or team) or route back to the ticket owner and/or team.
Please be cautious to not save blank workflow routings - it could cause things to not route as intended, especially if you save the blank routing at the product group level, which would override what is set at the ticket team level. There is a delete button if a blank routing is created in error.
The following logic is used to find a matching routing:
Ticket Type, Team and Product Group all match
Ticket Type and Team match
Ticket Type and Product Group match
Ticket Type matches
So, in other words - if this is the intention:
and you already have saved this:
Then the second workflow will be overriding the first, and without any user selectable items checked, the user isn't going to be able to create a ticket.
It isn't easy to see in the setup GUI if you have a problem or not, because simply selecting the Product Group and Team will show the same thing - that is why we added the View existing rules link - so you can see which workflows are saved.
Adjustment Tickets
Adjustment tickets are used to request a credit memo be generated for certain invoiced portions of a campaign, aka post-billing adjustments.
This Option is initiated by the user by selecting "New Adjustment Request" on the Campaign Line Items "Tickets" tab, as shown below:
Unlike Campaign Tickets, the workflow for Adjustment Tickets has hard coded workflow statuses. Statuses here are either Pending Approval, Partially Approved, More Info Required, Denied, or Approved. Both Denied and Approved are considered to be "closed" and the other statuses are all considered to be open and in progress.
The routing for these tickets is customizable based on ticket types, product group of the campaign and ticket team so that different rules are followed based on the value of the adjustment and the combination of ticket type/Product Group and or ticket team.
Also see Campaigns -> Adjustment Ticket Requests for the end user perspective of using this type of ticket
Adjustment Ticket Type Setup
Navigate to Setup -> Advertising Setup -> Ticket Type Setup. Notice there is a section here for Campaign Adjustment Tickets. Start by selecting the Ticket Type Node.
Enter an ID, Description, and an adjustment ad type. The Custom Data form is optional. If you have additional form data you wish to have the user fill in related to the ticket, you can assign a form to the ticket type.
The Ad type dropdown will only display flat fee ad types that are not flagged with the Listing ad flag. The Ad type selected here will be the ad type on the adjustment line created once the adjustment is approved. You may wish to have ad types specific to these adjustments. Whether or not the ad type is flagged as commissionable to the rep will determine whether or not the rep’s commission is adjusted based on the credit/debit adjustment.
There is an inactive flag here should it be desirable to no longer use a particular ticket type.
Ticket Workflow Routing
Next, Select the Ticket Workflow Routing node. Adjustment tickets use the same ticket teams as other kinds of tickets, so if customizing routing by team, be sure to setup Ticket Teams prior to creating the Workflow Routing here.
Select a Ticket type in the drop down.
If this same workflow routing will be used for all product groups and ticket teams, the product group and/or Ticket Team fields can be left blank and then click the circular arrow. 
If you will be setting up different routing for different product groups or ticket teams, then select the one or both of those fields, and then click the button.
When making assignments for approvals, the "Ticket Team" for routing purposes will be determined by:
The first Order Rep’s User ID on the Campaign
If the rep isn't a system user or if they aren't on a team, use the Default ticket team from Rep Setup.
If the rep isn't a system user or if they aren't on a team in rep setup, then the Logged in user’s Team
If logged in user isn't on a team, then the user and/or team will need to be manually selected on the ticket. It is really not recommended that users manually select anything here; it is strongly advised to assign all system users to a team.
Once the team is derived, then we follow this logic to find a matching approvals workflow:
Ticket Type, Team and Product Group all match
Ticket Type and Team match
Ticket Type and Product Group match
Ticket Type matches
Use the “Add New Lines” drop down to select the desired number of lines – one for each number band you wish to set up. In the example above, I have 3 number ranges, each with a different workflow for who must approve the adjustment. Within each band, you can have up to 4 approvers defined.
Using the screenshot above as a reference, I have these rules in place for my “Adjustment for Printer Error” Ticket Type (click on the pencil icon next to the band to set up the following):
Up to $250 – the ticket doesn’t need approval; the adjustment will be automatically created upon save.
From $250-5000 – there is only a single approval required. According to my setup, this can be done by either the user “Sherri ABC” or by anyone on the Super Powers team. You don’t have to select both a user and a team. It can be one or the other or both. Having a team assigned also is handy if Sherri is out of the office, someone else can step in and approve on her behalf.
From $5000+ – Sherri ABC is the first approver, but it also needs to go to Dan and then Kelly. Once the final approver approved the ticket, the adjustment lines are automatically created. In each of these cases, the User will receive an email when a ticket is assigned to them. Whether or not the team also receives an email is dependent upon the selection made in Ticket Team Setup.
Video and Flowchart for Adjustment Tickets
Here is a short video to help visualize these workflow rules
And here is a flowchart if that makes visualization easier (click the 
at the top of the chart to go full-screen and then use the zoom at the bottom right 
to zoom in/out as needed if your screen is too small to read):
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