Create a Ticket

Audience:

Labels:

None assigned

Create a New Ticket 

  1. Click Create Ticket at top of Tech/Admin View to Start a new ticket.  
  2. Choose Problem Type for Ticket 

Sample Ticket fields - May vary depending on Ticket Template 
create_a_ticket.PNG

  • 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