How to create a new ticket for User.
To create a new ticket for users, follow these steps:
To start, go to the service desk's module on side navigation bar and select "Ticket".
Look for the "Ticket +" button on the right-hand window and click on it.
A new window will appear where you can enter the required details. Once done, click on "Next".
Provide the necessary information on the next screen and click on "Create" to complete the process.
By following these steps, you can create a new ticket for the user.
Details required to creating tickets.
Follow the instructions to provide details while creating tickets:
Summary: Type in a brief summary of the ticket issue. As you type, the system will provide suggestions. If a suggestion closely matches your issue, select it from the list. If it's a new issue and there is no suggestion, manually input a summary.
Board: Choose the appropriate board from the drop-down menu. You can select the boards names from drop down which created on "Control Centre" module "Service Desk Configurations", "Boards" section.
Status: By default the status of ticket will be always on "New" status. Choose the appropriate status from the following options: "Pending", "Assigned", "In progress", "Closed" by default and also other custom statuses created on "Control Centre" module "Service Desk Configurations", "Attributes" section.
Priority: Select the priority level of the ticket from the drop-down menu. The options are "Critical", "High", "Medium", and "Low".
Billable: Use the toggle button to enable or disable the billable status of the ticket. By default, every ticket is billable. If you want to create a ticket as non-billable, set it as non-billable
Description: Enter a detailed description of the ticket issue in the description box.
Urgency: Select the urgency level of the ticket from the drop-down menu. The options are "Critical", "High", "Medium", and "Low".
Work Type: Select the appropriate work type for the ticket from the following options: "Remote", "Onsite", "Self", "Hybrid" by default and also other custom Work Types created on "Control Centre" module "Service Desk Configurations", "Attributes" section.
Ticket Type: Select the type of ticket from the following options: "Application", "Network", "Server", "Workstation", "Phone", "Printer", and "Meeting", etc by default and also other custom Ticket Types created on "Control Centre" module "Service Desk Configurations", "Attributes" section.
Ticket Sub-Type: Choose the appropriate sub-type based on the ticket type. The sub-type list will be dynamically updated based on the selected ticket type. For example, if the ticket type is "Application", the sub-type options may include "Adobe", "browser", "Office", "Antivirus", and "Others" by default and also other custom sub types created on "Control Centre" module "Service Desk Configurations", "Attributes" section.
Source: Select the source from where the ticket was raised from the drop-down menu. The options include "Agent Software", "Email", "Self", and "Other".
Impact: Select the impact level of the ticket from the drop-down menu. This refers to the number of users or devices affected by the same issue. The options available will be "Critical", "High", "Medium," and "Low".
SLA: Choose the appropriate SLA (Service Level Agreement) from the drop-down menu for the ticket. Default SLA will be updated according to the customer selected for the ticket.
Budgeted Hours: Enter the estimated hours that the technician should work on that ticket to resolve the issue.
Estimated end date & time: Specify the estimated end date and time that ticket to be resolved.
Location: Specify the location for which the ticket was raised in this field.
Tags: Manually add tags for the ticket; Suggestions of tags will be provided according to the tag list on "Control Centre" module "Service Desk Configurations", "Attributes" section.
Customer Details
Customer: Select the customer to which the user having issue belongs to from the drop-down.
Site: Select the site to which the user belongs from the drop-down.
User: Select the name of the user from the drop-down.
You can add more details on the ticket by adding additional fields from "Control Centre" module "Configurations", "Custom Fields" section by adding Variable Attributes.
Adding assignees & schedules to a ticket when creating.
To assign & schedule a ticket while creating, Follow these steps:
In the ticket creation window, click on "Assignees & Schedule" located at the bottom left.
A new window will open where you can search for the resource(s) you want to assign by name and select them from the results.
If you required more resources on ticket, select them by searching their names
Next, specify the date and time or multiple dates and times for resolving the ticket in the appropriate fields. Click on "Save" when you're done.
If you not specify any date or time it will be added as unscheduled ticket to those resource's calendar, and if you specified only the date, it will be added on top of that day on 24 hrs row of resource's calendar.
Add checklists while creating a Ticket.
To add a checklist while creating a ticket, follow these steps:
In the ticket creation window, click on "Checklists" located at the bottom left next to Assignees and schedule.
A new screen will appear; here, you can add the checklists according to the order of execution.
You can add checklists manually or can add checklists from library.
Adding checklists manually,
Update the checklist need to added to ticket
If you want to add more checklist, click "Add Checklist" button on top.
Update the details
You can mark the priority of a checklist by marking the flag next to each added checklist.
To manage the checklist, click on the three dots of each checklist, and choose options like: “Move item above”, “Move item below”, “Duplicate”, or “Delete”.
The checklists added here will not be added to checklist library, it will be available only on that ticket locally.
Adding checklist from library
To use pre-existing checklists, click "Add from Library" on top of checklist window.
Mark the checkbox next to each checklists you wish to include to this ticket and click "Add".
Save checklists by clicking on "Save".
You can mark the priority of a checklist by marking the flag next to each added checklist.
To manage the checklist, click on the three dots of each checklist, and choose options like: “Move item above”, “Move item below”, “Duplicate”, or “Delete”.
How to add attachments to a ticket
To add attachments to a ticket, follow these steps:
In the ticket creation window, Locate the attachment icon at the bottom beside cancel button and click on it.
A new screen opens. Click on “Browse” to browse the required files and select them from the system.
After uploading all the required files, click on "Save".
Fill in the required fields and click “Create”
Following these steps, you can create a new ticket with attachments.