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

  1. 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.
  2. 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".
  3. In the Description section:
    1. 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.
    2. 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. 
    3. To add another entry in the Description field, click Save and then update the Description field.
  4. (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.
    1. In the Attachments section, click Add Attachment.
      The Add Attachment dialog box appears.
    2. Click Browse.
    3. Select the file that you want to attach and click Open.
      The file name appears in the File field. 
    4. Click Upload
      The file information appears in the Attachments list.
  5. Click Save.
    A number is assigned to your ticket, and the ticket is added to the list at the bottom of your Home page.
  6. To close the ticket pane and return to the default view, click the small x on the tab.

Related topics

Submitting tickets via email

Editing your tickets

Closing your tickets

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