Registering Ticket Execution
This functionality allows the attendant to register the ticket execution.
Before getting started
In order to execute the ticket, it's necessary for the attendant to have permission to perform the operation and to previously register the cause of incident and the solution category.
It's also necessary to enable parameter 298 (set to "S") first.
Lastly, it's necessary to also enter the e-mail ID chosen to register occurrence in parameter 253 and the notification e-mail template ID in parameter 251.
⚠ Attention: The option "Write Solution / Response in the Knowledge Base" will be available by checking the "Resolved" option of the ticket only after configuring parameters 182 and 192.
Procedure
- Access the functionality Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Click on the ticket you want and then on the icon “Open”;
- In "Execution", click on the "Add note" icon and complete the necessary fields (make a pertinent comment, register the date and time spent in the execution of the task or ticket). You can allow this information to be viewed by the requester when you select the "Visible to Applicant" field. Click on "Save";
If you have completed the service, in the "Closure" area, change the status of the ticket to "Solved”, this will change it’s status and also inform the data on the solution performed;
- If the ticket type is Incident or Request, complete the required fields (Cause, Solution Category, Cause Detail, Response Solution, Set whether the "Answer Solution" is in the Knowledge Base and whether the solution is temporary). If you chose to "Save the Solution/Response in the Knowledge Base", when you save the ticket, a new knowledge article will be created and linked to the ticket;
- Click on the options button and then "Save" to complete the operation.