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.

1. Select Projects from main menu.

2. Select your service desk department.

3. Choose Raise a Request from the sidebar menu.

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4. Select a request type from the portal in the new tab. You may have to select a category first depending on the setup of you r service desk.

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5. The window appears where details can be entered for the issue.

6. Raise this request on behalf of field is prefilled with the logged in user (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).

7. Enter in the required fields on each form.

8. Click the Send button.

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9. Once an issue has been created, an issue/ticket number appears on the screen and it will also appear in your "New/reopened" queue.

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10. 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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Using “Create” to Create an Issue

1. Choose Create from the menu at the top of the screen.

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2. The window appears where details can be entered for the issue. Fields denoted by a red asterisk are required.

3. All projects have different required and fields for each issue and request type.

4. When the fields you need to enter are completed click the Create button.

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5. Once an issue has been created, an issue/ticket number appears on the screen and it will also appear in your "New/reopened" queue.

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6. 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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