Creating a Ticket

openig a new openig a new t t icket icket to open a new ticket , follow the steps below access the my desk application through the applications menu; on the experience center page, purchase the portfolio containing the service for which you wish to open the ticket; click on the top menu of the desired portfolio or scroll through the page; click on the desired activity a new window will appear in the center of the screen, containing the information needed to complete the request each service contains different information that the user must provide, relevant to the service in question the request is made in 2 steps 1 guidance information on how to open a ticket 2 form please fill out the form with the required information to open a ticket there are two types of service level agreement (sla) 2 1 single time sla to open a ticket, follow the steps below click the fill out form button; fill in the information according to each type of activity; click open ticket to save and finalize the opening; click back to return without saving any action; click outside the box or on the (x) button in the upper right corner to exit; upon completion, a message will be displayed at the top of the screen informing you that the opening was successful 2 2 sla with time in this model, you choose the impact and urgency to open a ticket with deadlines, follow the steps below click the fill out form button define an impact low; médium; high define an urgency low; médium; high fill in the information according to each type of activity; click open ticket to save and finalize the opening; click back to return without saving any action; click outside the box or on the ( x ) button in the upper right corner to exit; upon completion, a message is displayed at the top of the screen informing that the opening was successful your ticket has been created , now just wait for the service to be completed! boxes marked with ( ) are required to check the status of your request, click on the docid\ p2o m hnyan7iceym9i3l or docid\ uqoez49kc3upfjzvta2ma tabs ⚠️ check out the response times section at the bottom of the page! learn more about how to choose and calculate impact and urgency in relation to the service sla email email notificat notificat i on notifications occur when a ticket is opened; a comment is made or received; a ticket is suspended; an activation occurs; a ticket is closed the email will contain information such as service number; type of request; service requested; responsible party for the ticket; ticket solution/response; satisfaction survey see more on the dashboard page email personalization your email will arrive personalized as soon as you finish customizing your my desk with your company's theme and logo below is an example of a standard email delivery template without a theme or branding once you customize my desk with your company's theme and logo, it will look similar to the example below satisfaction survey when a ticket is closed, you will receive an email with satisfaction survey button (if you are the ticket requester); ticket details; description; solution with the closure decision clicking the survey button in the email will automatically open a new tab in your browser with a satisfaction survey form attention for your security, you must be logged into my desk, in the same browser, to respond to this survey the satisfaction survey will be presented as shown in the image below the survey questions and answers are how satisfied are you with the ticket service? very dissatisfied; dissatisfied; indifferent; satisfied; very satisfied comment/suggestion for improvement (optional) leave your comment tempos de atendimento sla tempos de atendimento sla when creating a ticket with response times, you must choose an impact value and an urgency value with this choice, the system will calculate the appropriate sla for the request being opened understand how this calculation is done the impact and urgency values ​​are low, medium, and high each value has a related number the sum of these numbers gives the response time see below impact values low = 1 medium = 2 high = 3 urgency values low = 1 medium = 2 high = 3 relationship between result and time there are 5 service times, where time 1 corresponds to the lowest sla (fastest service) time 5 corresponds to the highest sla (longest service time) the other times, from 2 to 4, increase successively until reaching the highest, 5 examples fictitious times time 1 = 00 15 capture 00 40 resolution (minutes) time 2 = 01 00 capture 02 00 resolution (hours) time 3 = 06 00 capture 24 00 resolution (hours) time 4 = 24 00 capture 48 00 resolution (hours) time 5 = 30 00 capture 72 00 resolution (hours) when opening a ticket, you choose an impact and an urgency the sum of their values ​​gives a result, and this result is related to one of the 5 created service times check the relationship between them below low(1) + low(1) = result 2 = time 5 longest time low(1) + medium(2) = result 3 = time 4 low(1) + high(3) = result 4 = time 3 medium(2) + high(3) = result 5 = time 2 high(3) + high(3) = result 6 = time 1 shortest time see the examples below if you choose a low impact (1) with a high urgency (3), it means that the sum will be 1+3=4 therefore, the result of 4 will be used for service time number 3 and will be related to the sla defined in time 3 (in the example given here, the sla would be 06 00 hours for capture and 24 00 hours for resolution) check out another way to see how the sum and relationship between the values ​​and service times is done in the table below see sla in ticket see sla in ticket to view the sla time on the ticket, follow the steps below click on the tickets tab ; click on the ticket you just opened; a window with the ticket information will open; click on the events menu in the sidebar; see the time in the last entry on the right side of the window change the sla change the sla the user can modify the sla as needed there are two ways to do this 1 change sla within the ticket click on the tickets tab ; click on the ticket you wish to change; the ticket information window will open in the center of the screen; click on the 3 dots in the upper right corner of the screen; 3 button s will appear below; click on the change sla option; a small window will open in the center of the screen; you can choose between two options set time you define the total sla time; select time you choose from one of the 5 pre established times; justification it is necessary to provide a justification for changing the sla; click ok ; click save and finish 2 change the action button in the ticket list click on the tickets tab; click on the three dot action button at the end of each ticket's line; two buttons will appear below; click on the change sla button; a small window will open in the center of the screen; you can choose between two options set time you define the total sla time; select time you choose from one of the 5 pre established times; justification it is necessary to provide a justification for changing the sla; click ok ; click save and close