Creating incidents, service requests, and work orders

Using Remedy with Smart IT, you can create tickets and then handle them through out their lifecycle: from creation to closure. Smart IT, however, is more than just a tracking tool for tickets. Smart IT helps you to resolve tickets by proactively suggesting related tickets and knowledge articles that you can use to understand how other, similar tickets were resolved. Smart IT also uses a chat feature to help you collaborate in real time with colleagues and the customers who requested the incident.

This section includes the following topics:

• Overview of ticket creation
• How the Smart Recorder search works
• Creating a ticket from the Create New menu
• Handling tickets dynamically with Smart Recorder
• Creating work orders
• Submitting service requests