Create a New Ticket
- Click Create Ticket at top of Tech/Admin View to Start a new ticket.
- Choose Problem Type for Ticket
Sample Ticket fields - May vary depending on Ticket Template
-
Summary - required field
-
Priority - Can be set as a Required Field
-
Description - Required Field
- Tag Number - Asset tag number from Asset Management
- Room - Room number
- Site - Site name from Asset Management
- Attachments - Files added to ticket
- Assigned To - Technician name, Unassigned or >> Run Automatic Ticket Routing
- Assign to Me - assigns ticket to person completing form
- Assign Service Group - assigns service group to ticket
- Add Followers – adds users that can have access to the ticket details and comments for informational purposes
- Submitted By - Recommended to reflect name of end user
- Submitted by Me - Records person completing form
Best Practices:
Options in Assigned To and Submitted By will trigger email notifications according to settings in Admin>Notifications.
Email Notification replies from Followers are not recorded in Ticket Public Comments