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Track-It! 2020 Release 02 online technical documentation is also available in the following languages:

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Reporting issues in Self Service

You can create a ticket using the New Ticket form or Common Requests option. Based on the configurations set by your system administrator, you see the Common Requests button while creating a new ticket. You can also update a ticket by adding a note or an attachment, track your ticket status, or cancel your ticket.

Creating a ticket

You can create a new ticket by entering details on the New Ticket form or selecting an option from the list of common requests.

To create a ticket, perform these steps:

  1. On the Self Service Home page, click Create New Ticket.
  2. (Optional) To apply a template to the ticket, perform these steps:


    For more information about templates and how they work, see Creating and managing form templates.

    1. On the New Ticket form, click Common Requests.
      The Select From Common Requests dialog box opens.
    2. From the list, double-click the template that you want to apply to the ticket.
      Alternatively, select the template and click OK. The template is applied to the ticket. If a field of the template has a default value, these values are added to the ticket.
  3. In the Summary field, enter a brief description of the issue.
  4. In the Note field, enter details about the issue.
  5. In the Callback Number field, enter a number on which the technician can contact you.
  6. From the Priority list, select an appropriate priority for the issue.
  7. From the Category list, select a category for of the issue.
  8. (Optional) If you want to attach a file, click Browse.
    The attachment size must not exceed 29 MB.
  9. (Optional) In the Additional Information field, enter more information about the issue. 
  10. Click Submit Ticket.

To update a ticket

  1. On the Self Service Home page, click My Tickets.
  2. From the list of tickets logged by you, click the ticket you want to update.
  3. In the Notes section, enter a brief note and click Add Note.
  4. To add an attachment to the ticket, in the Attachments section, click Add Attachment.
    The attachment size must not exceed 29 MB.
  5. In the Add Attachment dialog box, click Browse.
  6. Navigate to the location of the attachment that you want to upload.
  7. Click OK.
  8. (Optional) To cancel the ticket, click Cancel Ticket.
    Based on the configurations by the system administrator, it might be mandatory to add a note to state the reason for cancelling the ticket.

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