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Just out of curiosity. What is the difference between these tickets?

 

@ERook Thank you for submitting your question to our Community. 

Where in your site is this located? 

It’s located on the ticket queue. 

 

@ERook Gotcha, that icon is based on the model & the issue. So, for example, you have an icon of a Dell Laptop because that is the device that the issue is with or the cloud refers to software.

Thank you. 

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