Below are steps to create a ticket for a new issue. An issue can be created by raising a request or using the Create button.
Raising a Request
This option allows you to view the same screen as the customer would in the SSD Help Center portal. Only requests that are available to the customer are accessible through this option. You may have hidden request types that are only available by using the Create button option.
Select Projects from main menu.
Select your service desk department.
Choose Raise a Request from the sidebar menu.
Select a request type from the portal that appears. If available, select an option from common requests then choose a category.
in the new tab. You may have to select a category first depending on the setup of you r service desk.
The window appears where details can be entered for the issue.
Raise this request on behalf of is field is prefilled with the logged in user and can be changed to requestor if an authenticated user.
Summary – Enter a title for the issue.
Description – Describe the issue or request.
Create – Creates the issue (ticket) and assigns a unique number. The ticket can be opened by clicking the blue issue number link or selecting Issues from the main menu.
(service desk agent). If you are raising this request for someone else, then you will need to type in the name of the customer (their name will only appear if they have an account).
Enter in the required fields on each form.
Click the Send button.
Once an issue has been created, an issue/ticket number appears on the screen and appears it will also appear in your "New/reopened" queue.
An email confirmation of receipt of the issue will be emailed to the authenticated creator of the ticket if notifications are turned on.
A Comment can be entered. The comment will appear in the detail of the ticket.
Don’t notify me can be selected if you do not want updates on the ticket.
Share is used to email a copy of a ticket to an authenticated user.
To begin work or add additional information on the issue, select Requests, My requests each denoted by “1” indicating the newly created issue. Select All requests to view all open issues.
user listed in the Raise this request on behalf of field.
Using “Create” to Create an Issue
Choose Create from the menu at the top of the screen.
The window appears where details can be entered for the issue. Fields denoted by a red asterisk are required.
Project is pre-filled with the service department.
Issue Type is pre-filled but can be changed using the drop-down.
Summary – Enter a title for the issue.
Customer Request Type is pre-filled and can be changed using the drop-down.
Description – Describes the issue or request. The description can be formatted and a link or canned response can be added.
Reporter is pre-filled with the logged in user and can be changed to another authenticated user.
An Assignee is entered as assigned staff to complete the ticket, this can also be the Reporter. Click and type to add the name, select the name when it appears. The Assignee will receive an email notification when assigned. Select Assign to me if you are completing the ticket.
Building – Type the name of the location, select it when it appears. District will auto-fill.
Other fields may be available based on your service department.
Request participants can be added to share the ticket with. Click and type to add the name, select the name when it appears. When added, they will receive email notifications when changes occur.
Approvers are added if an approval of the request is needed. Click and type to add the name, select the name when it appears.
Organizations is not used.
Select Create, a window briefly appears in upper-right corner with the new issue (ticket) number. The ticket can be opened by clicking the blue issue number link or selecting Issues from the main menu.
Select Create another if another issue should be created.
Configure Fields
Custom fields are used to create tickets and can be managed using Configure Fields. Selected fields are available when creating a ticket. Deselect any fields not needed.
All projects have different required and fields for each issue and request type.
When the fields you need to enter are completed click the Create button.
Once an issue has been created, an issue/ticket number appears on the screen and it will also appear in your "New/reopened" queue.
An email confirmation of the issue will be emailed to the user listed in the Raise this request on behalf of field.
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