Creating Global Tickets

When you know the issue being reported for a ticket affects many users or resources, you can create it as a Global Ticket. Also, if a ticket form includes a Global linking section, you can create a Global Ticket from an existing ticket. The information in the original ticket is copied into the new ticket.

If you want to create a new linked ticket from a Global Ticket, see Creating-linked-tickets-from-Global-Tickets.

The following topics are provided:

• • To create a new global ticket
  • To create a global ticket from an existing ticket
  • Related topics

To create a new global ticket

1. Click Actions and select New Global > Workspace / Ticket.
   The new Global Ticket form appears.
2. In the Title field, enter a brief explanation of the issue.
3. Select a status in the Status field.
   This value is usually controlled by a workflow and cannot be changed when a Global Ticket is created.
4. Select a priority in the Priority field.
5. In the Description section:
   1. In the text field, enter the description.
      You can only add a description once while creating a Global Ticket. To add more than one entry in the Description field, save the Global Ticket and then open it for editing.
   2. To search for a solution, click Copy from: Knowledge Base. Search for an appropriate solution and click Copy Resolution. The solution text is added to the Description field.
6. To link other tickets to this ticket, select the tickets in the Link section.
   For more information, see Linking-records-to-other-records.
7. To create a new linked ticket from this Global Ticket, follow the instructions in Creating-linked-tickets-from-Global-Tickets.
8. Do one of the following:
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

To create a global ticket from an existing ticket

1. Open a ticket for editing.
2. Click Actions and select Create Linked > Global Link/Global ticket.
    The Select Item to Create dialog box appears, showing the workspace and item from the original ticket.
3. (Optional) In the Workspace field, select the appropriate workspace.
4. (Optional) In the Item field, select the appropriate item.
5. Click Apply.
   The new ticket opens for editing.
6. Update the title and description as needed to identify the global impact of this ticket.
    This is the ticket to which the others will be linked.
7. Do one of the following:
   
   • To submit the current changes, but continue working on the record to make further changes, click Save.
   • To save and close the form, click Submit.

Related topics

Creating-tickets

Global-Tickets