Creating Ticket
Creating a ticket means opening an Incident or Service Request within the system, with possibility to monitor its attendance history with view of all actions sent to it.
Before getting started
It's necessary to have permission to access the Ticket (Incident or Service Request) portal;
Have a catalog of services registered and configured (Portfolio, services, activities, groups, flow, SLA linked to the contract);
Have permission for the group linked to the service catalog to view, attend and register tickets(Incident or Service Request).
Procedure
- Access the main menu Processes > Ticket Management > Ticket(Incident or Service Request);
- Click on "Actions" and then on "Register";
- Enter the requester's data;
Identification Fields
Field | Description |
|---|---|
Requester(*) | Name of requester (can be searchable with %%) |
E-mail (*) | Add an e-mail for the requester |
Unit | Unit of the requester |
Contact's origin | Service Desk, Email, Facebook, Twitter among others |
(*) Indicate mandatory field
🖊 Note: After filling the requestes the systrem will retreive the requester history with No. of calls, Calls resolved on time, Delayed calls, Calls still open, Calls running and delayed, and the level of Satisfaction.
Selecting the service
The user will select the Incident or Service request to be registered
Field | Description |
|---|---|
Portfolio | The portfolios that the user are linked; |
Service | The services of the selectes portfolio; |
Activity | The activities os the selected service; |
Contract(*) | Contracts linked to the portfolio; |
Impact | Impact of the activity; |
Urgency | Urgency of the activity; |
(Portfolio/Service/Activity are mandatory)
(*) Indicate mandatory field
💭Did you know? The priority is calculated by crossing the impact and urgency fields, being: High High - priority 1; High Medium - priority 2; Medium Medium - priority 3; Medium Low - priority 4; Low Low - priority 5.
💡 Tip: After selecting the Portfolio/Service/Activity the system will retreive the SLA to the Incident or Service Request.
Describing the Incident or Service Request
The user will describe the Incident or Service Request
Field | Description |
|---|---|
Description(*) | Will describe the needs for the ticket; |
Send email | Select which types and email the user will receive; |
(*) Indicate mandatory field
💡 Tip: The "Description" field is the space for the ticket information to contain words that refer directly to that service, being objective and easily associated with the request theme. This content is linked to the "Keyword" field and to its search return, which exists within the advanced search mode of a ticket. In addition, it's possible to include attachments of various formats (eg.: .pdf, .doc, .png, .jpg and others) to assist in the service process. The format limitation is set by the system manager.
Defining Situation of the Incident or Service Request
Field | Description |
|---|---|
Situation | The situation for the Incident or Service Request (Registered/In Progress, Solved or Canceled) |
(One of the situations have to be selected)
Addind attachments
Access the Paper clip icon on the top of the screen to add attachments.
Linking additional items
Access the small black Arrow button in the upper right side of the screen, below the menu bar, to perform the desired functions.
Function | Description |
|---|---|
Knowledge | Search and link Knowledges to the Incident or Service Request |
Project | Search and link a Project to the Incident or Service Request |
Schedule | Create an Activities Schedule for the Incident or Service Request |
Email reading | Search and read e-mails |
Requester CI | Search and select the Requester's configuration items |
Release | Search releases to link to the Incident or Service reques, also can create and link the Release |
Saving
At the end of the page, you will find a floating button with the functions of:
Function | Description |
|---|---|
Back | To get back to the desktop of the Service Desk |
Save | To save the Incident or Service Request and create the number for tracking and monitoring |
When creating the ticket for attendance, the user will see a new option (located at the top side of the screen) called Layout, this option allows the user to parametrize how the screen will be presented to the attendant, who can choose from the following possibilities:
30X70 - The system divides the screen into two parts, the left side will show 30% of the screen and the right side 70%;
50X50 - The system divides the screen into two parts, each side (right and left) will display 50% of the screen;
100% - The system presents the screen without division.
💡 Tip: In this version of the functionality, on the right side of the screen, you will see the Toggle, which allows the side menus (formerly on the left side of the screen) to expand or reduce as needed.
Filter in Major View
Functionality; Changes the Incident display color when it is marked as Major
Before getting started
It is necessary to have a portfolio that has an incident type activity to be created.
Procedure
Access through the Main Menu Processes > Incident and Request > Incident and Request
Procedure
- Create an Incident by accessing the Create a New Incident or Service Request screen
- Select the Registration option
- Enter the data: Applicant, E-mail, Unit and Contact Origin
- After filling in the data, the system will load the Portfolio, Services and Activity as per the requestor's permission.
- Then the contract, impact and urgency will be loaded and if the Activity type is Incident, then the system loads the Major field.
- Provide the incident description and save the data.
What to do next
View the ticket pane listed and check the registered information.