Submitting tickets
You can create tickets for your requests and issues and submit them for resolution. A request is simply a type of ticket.
To submit a ticket
- On your Home page, at the top left corner, click Actions > New and select the workspace and type of ticket that you want to create.
The new record form appears at the bottom of the window. - In the Short Description 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". - In the Description section:
- To search for a solution, click Knowledge Base next to the Copy from label. Search for an appropriate solution and click Copy Resolution.
The solution text is added to the Description field. - In the Description text field, enter a detailed description of the reason for creating this ticket.
You can only add one description while creating a ticket. - To add another entry in the Description field, click Save and then update the Description field.
- To search for a solution, click Knowledge Base next to the Copy from label. Search for an appropriate solution and click Copy Resolution.
- (Optional) If attaching files is allowed, the Attachment section is available.
You can attach one or more files to your ticket. For example, you may want to attach a screenshot of an error message.- In the Attachments section, click Add Attachment.
The Add Attachment dialog box appears. - Click Browse.
- Select the file that you want to attach and click Open.
The file name appears in the File field. - Click Upload.
The file information appears in the Attachments list.
- In the Attachments section, click Add Attachment.
- Click Save.
A number is assigned to your ticket, and the ticket is added to the list at the bottom of your Home page. - To close the ticket pane and return to the default view, click the small x on the tab.
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