You will need to create an Automation Command button (Manage → Automation → Automation Commands). On the mappings tab, map the visibility column to “Display on Navigation”.
Next you will need to create an “Load Ticket Action” using the field Ticket Number, place
[:ticket number] in that field.
If you don’t have a Display Ticket action you will need to create that also. Use
[:ticket id] in the field.
Create a rule using “Automation Command Executed” event. Constrain the “Automation Command Name” to the button you create in the first step. Add the 2 actions to the actions section (Load Ticket first, Display Ticket second). Click OK. Expand the Load Ticket action an place this in the “ticket number” field:
[?Ticket Number to Display;;;OK;] You can leave the display ticket action blank.
You should have a new button on your navigation screen. When click it will bring up a pop-up to enter a ticket number. We used 2 action to load the ticket, the first action (Load Ticket) loads the ticket, but does not display the ticket. We need a Display Ticket to display the ticket.