Reporting issues in Self Service

To create 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:

   Tip

   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.
   (2021 Release 02) You can format the text in the Note field by using the different rich text formatting options. You can also insert or directly paste inline screenshots in the Note field.
5. (2021 Release 02) From the Asset list, select the assets associated with the logged-in requestor.
   • Retired, inactive, and deleted assets are not displayed in the list.
   • Assets not linked to any owner are not displayed in the list.

6. (2021 Release 01) (Optional) In the Alternate Phone field, enter a phone number on which a technician can contact you. 

   Important

   The primary phone number of the requestor is displayed in the Requestor Phone field. This field is read-only.

7. From the Priority list, select an appropriate priority for the issue.
8. From the Category list, select a category for of the issue.
9. (Optional) If you want to attach a file, click Browse.
   The attachment size must not exceed 29 MB.
10. (Optional) In the Additional Information field, enter more information about the issue. 
11. 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.
   • Click to filter the list of tickets according to their status. 
   • Enter the Ticket ID in the search bar and click Search to search for a particular ticket.
3. In the Notes section, enter a brief note and click Add Note.
   (2021 Release 02) You can format the text in the Notes section by using the different rich text formatting options. You can also insert or directly paste inline screenshots in the Notes section.
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.
   The Cancel Ticket dialog box is displayed. 
   If the system administrator has selected the Ticket Resolution Required on Cancel check box in the Ticket Defaults section in Default Settings, then you must add a note to state the reason for cancelling the ticket in the Cancel Ticket dialog box. 
   (2021 Release 02) You can format the text in Resolution Notes by using the different rich text formatting options. You can also insert or directly paste inline screenshots in Resolution Notes.

   Important

   • When you close a ticket with open linked assignments from the Self Service portal, then only the ticket is closed and the assignments linked to this ticket are not closed.
     The resolution note that you add to the Cancel Ticket dialog box is added to the ticket after it is closed.
   • When you close a Parent ticket that has open Child tickets from the Self Service portal, then the open Child tickets are also closed.
     If you have selected the Resolution required on close for Tickets and Assignments check box in the Help Desk Notes Behavior section in System Settings, then the resolution note that you add to the Cancel Ticket dialog box is added to the Parent ticket and the Child tickets after they are closed.