Handling tickets and related information dynamically using Smart IT
With the Smart Recorder, you can create incident, work order and service request tickets as well as manage all needed information on the fly. Having received the call from the end user, you can immediately identify the people, assets, tickets, services, and knowledge articles related to the current issue.
To gather information and initiate a ticket
When you open the Smart Recorder first time, the guidance text prompts you on how to begin.
Beginning with the @ symbol, start identifying a customer by name, email, login ID, or corporate ID. Smart Recorder searches for matching People records.
When the Smart Recorder searches for people, assets, and templates, the search might be case-sensitive, depending on settings defined by your administrator. For example, a case-sensitive search for Bob will return records that start with "Bob," but not records that start with "bob."
Smart Recorder returns a maximum of 20 matching people, assets, or templates from a search. If you cannot find a customer, try an alternate search method. For example, if you cannot locate the customer by name, try searching by the customer's email, login ID, or corporate ID.
Select the customer from the list of possible matches.
When the customer is matched, the customer preview area populates with the customer's contact information. Under the customer's information, you can also see the existing open tickets that involve current customer or asset.
- (Optional) Identify additional people by using the @ symbol again. Using the menu next to each person's name, be sure to identify one person as the customer, and the others as contacts or persons mentioned in the issue.
Start describing the issue by entering an issue type, term, or phrase, and the system searches for suggested resources. Use the keyword search symbols to identify assets and templates.
The asset you identify with @assetName becomes the Affected Asset on an incident ticket. If you reference a service, the system searches for related services — cross-referenced with previously referenced people, locations, issues, or assets.
(Optional) Select, preview, and use suggested resources such as, existing ticket templates, knowledge articles, similar tickets, and outages.
On the universal client and iPads, suggested resources appear on the right side of the screen. On Android tablets, tap the expand icon () to show suggested resources.
On phones, tap one of the icons to view templates ( ), or similar tickets, recommended knowledge articles, and outages ( ) .
Only one template can be applied at a time.
(Universal client and Android devices) If you click Full Details to open the previewed resource in full screen mode, the unsaved ticket will be lost.
Retired articles are not listed under Recommended Knowledge. You can search for Retired articles only through the global search or advanced search using the Search for knowledge resources option.
- (Optional, universal client) Filter the suggested resources by clicking the menu (three dots symbol).
- (Optional) If you want to specify some resources to be constantly used to resolve the ticket, pin them to the current ticket by tapping or clicking the circle in front of each resource and selecting Save As Resource.
- (Optional) Mark the current ticket as a duplicate of an existing ticket by selecting the similar ticket and tapping or clicking Mark as Duplicate Issue. The tickets become linked and are resolved similarly.
- Select a template from the suggested resources and create the ticket. Or, if you do not select a template, create the ticket as an incident or work order. To submit a service request, see Submitting service requests using Smart IT.
- Make sure that all of the required fields are filled in, such as the Title. In the universal client, click the pencil icon to edit the title and then save your edit.
- Save the ticket.
Smart Recorder keyword search symbols
To help Smart Recorder recognize keywords on which it will run searches, you need to type a special character in front of the keyword.
For example, in the use case, when Jennie answered the call, she began to create an incident ticket by typing in the Smart Recorder text field. When Greg identified himself by name, Jennie started to type @ Greg Joh ... . As soon as Smart Recorder detected the @ character, it began running a search of the Foundation data for matching entries and returning suggestions to the screen for Jennie to select. When Jennie saw a match for Greg Johnson, HR Director, she clicked the suggestion and Greg's profile information was associated with the ticket. Later, when Jennie applied an incident template to the ticket, Smart Recorder automatically pulled Greg's name, his location, organization information, and so on, into the ticket.
The following table provides a list of symbols that you type to indicate key words.
- Smart Recorder keyword searches might be case-sensitive, depending on settings defined by your administrator.
- A maximum of 20 matching records is returned.
Smart Recorder searches for ...
|@||a person or an asset|