Registering Ticket Related
This feature allows the current attendant to create a sub-request from the original one and to view it after creation.
Before getting started
It's necessary to have previously registered:
A ticket, employee and unit
Have the necessary permissions to register a ticket.
Procedure
- Access the main menu Processes > Ticket Management > Ticket;
- To create a related ticket:
- To view the related ticket:
⚠Attention: Regardless of whether the parent ticket is reopened or remains closed, the related tickets cannot be reopened, since they do not have their own flow.
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.