Creating tickets

If you are authorized, you can create tickets, upload file attachments, link to other records such as tickets and solutions, assign agents to work on the ticket, and so on. Multiple ticket types can be created by your Administrators to provide forms and control processing for particular issues. For example, there might be separate ticket forms for incidents, for problems, and for change requests.

To create a ticket

  1. On the Home page, click Actions > New and select the workspace and type of ticket that you want to create.
    The New Ticket form appears at the bottom of the window. If values are predefined for fields on the selected ticket type, those values are populated into this new ticket.
  2. (Optional) To apply a template to this ticket, click Templates and select the appropriate template.
    The Ticket page refreshes to show the fields and values defined in the template and the On Screen business rule with the On Page Load trigger is fired. If any of the required fields are populated by applying the template, you may not need to modify them further and you can skip the steps that explain how to complete each of those fields.
  3. In the Title field, enter a brief explanation of the issue you want to resolve.
    Make sure to identify what you want changed or corrected such as "Can't connect to network printer TPA11".
  4. If available, select a status in the Status field.
    This value is usually controlled by a workflow and cannot be changed when a ticket is created.
  5. If available, select a priority in the Priority field.
  6. In the Description section:
    • In the text field, enter the description.
      You can only add a description once while creating a ticket. To add more than one entry in the Description field, save the ticket and then reopen it for editing.
    • To search for a solution, click Copy from: Knowledge Base. Search for an appropriate solution and click Copy Resolution. The solution text is added to the Description field.
  7. (Optional) To update contact information, go to the contact section and modify the entries as needed, using the information provided in Updating contacts on tickets
  8. (Optional) If an Assignment section is available, assign the ticket, selecting users or teams in the Available Users column and moving them to the Selected Users column.
    If you try to select more users and teams than permitted, an error message appears.
  9. Do one of the following:
    • To submit the current changes, but continue working on the record to make further changes, click Save.
    • To save and close the form, click Submit.
    If you click Save, a Ticket ID is generated that you can share with the customer to use for future reference. If a Master Quick Template was applied, the related subtask tickets are also created.
  10. (Optional) Upload an attachment:
    1. In the Attachment section, click Add Attachment.
      The Add Attachment dialog box appears.
    2. Click Browse and select the file that you want to attach.
    3. Click Upload.
      The file information appears in the Attachments list.
  11. (Optional) If a Link option is available, link this ticket to other records, following the information in Linking records to other records or Selecting assets for tickets.
  12. If available, review and update the appointments shown in the Appointments section:
    1. To create an appointment and link it to this ticket, click the Actions > Create Appointment tab and create the appointment.
      For detailed instructions, see Creating appointments from records.
    2. To modify an appointment, select it and click Edit. Modify the details and click Save.
      The appointment page closes.
    3. To remove the link between the appointment and the ticket, select the appointment and click Remove link.
      The appointment remains on the calendar but is no longer connected to the ticket.
    4. To delete the appointment, select it and click Delete appointment.
      The appointment is removed from the calendar.
    5. Click Save.

The following video (0:50) presentation gives a demonstration about Creating tickets.

https://youtu.be/FEwDUtXFL40

Related topic

Updating tickets

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