Service Desk tickets progress through several stages during their lifecycle.
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You can create Service Desk tickets from either the Administrator Console or the User Console.
Tickets can also be created using email. See Creating and managing tickets by email.
You can create Service Desk tickets using the User Console.
When you create tickets from the User Console, your user information is automatically added to the Submitter field on the New Ticket page.
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Go to the User Console: http://appliance_hostname/user where appliance_hostname is the hostname of your appliance. |
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Queue-based and process tickets only. Provide the following information: |
A more detailed description of the issue.
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The number of people that are inconvenienced or cannot work. | |||||
Files that you want to add to the ticket. You can paste up to five files. See Add or delete screen shots and attachments from Service Desk tickets. | |||||
Screenshots that you want to add to the ticket. You can paste up to five screenshots to a ticket. See Add or delete screen shots and attachments from Service Desk tickets. |
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Template-based tickets only. Provide the information about this ticket. Ticket fields are defined in the associated ticket template. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
You can create Service Desk tickets from the Administrator Console Ticket page as needed.
When you create tickets from the Administrator Console Ticket page, your user information is automatically added to the Submitter field of the New Ticket page.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Queue-based and process tickets only. Provide the following information: |
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Template-based tickets only. Provide the information about this ticket. Ticket fields are defined in the associated ticket template. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
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A summary of the changes you are submitting for the same fields listed in the Their Changes column. These changes might conflict with the changes submitted by other users.
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Changes that are contradictory. For example, if you changed the ticket Category to Software, and a different user changed the Category to Network, the changes would be summarized in the Conflict! section. | |||
A summary of the changes that do not conflict. For example, if you added information to the ticket Summary and a different user changed the Impact, each of the changes would be summarized in the Modified! section. |
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Click Apply Changes to save the ticket and continue editing it. |
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Click Cancel to discard the ticket changes. |
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A summary of the changes you are submitting for the same fields listed in the Their Changes column. These changes might conflict with the changes submitted by other users.
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Changes that are contradictory. For example, if you changed the ticket Category to Software, and a different user changed the Category to Network, the changes would be summarized in the Conflict! section. | |||
A summary of the changes that do not conflict. For example, if you added information to the ticket Summary and a different user changed the Impact, each of the changes would be summarized in the Modified! section. |
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Click Keep Your Changes to save changes you have made. This option appears when your changes do not conflict with the changes made by other users. |
NOTE: If a different user has modified a field, such as Category and you have not modified that field, the change appears in the Modified! section. The Your Changes column displays - -, which indicates that you have not modified the content, and the other user's changes will be preserved. |
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Click Overwrite Conflicts to save changes you have made to the ticket. For any changes marked as Conflict!, your changes overwrite the changes made by other users. |
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