You can create Service Desk tickets for devices from the Device Detail page as needed.
When you create Service Desk tickets from the Device Detail page, user and device information is automatically added to the ticket.
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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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In the Activities tab, click Total Service Desk Tickets to display a table showing tickets related to the device. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the required information. See Create tickets from the Administrator Console Ticket page for a description of the ticket fields. |
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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 for assets from the Asset Detail page as needed.
When you create Service Desk tickets from the Asset Detail page, user and asset information is automatically added to the ticket.
1. |
a. |
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. |
b. |
2. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the required information. See Create tickets from the Administrator Console Ticket page for a description of the ticket fields. |
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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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Select the check box for the row that contains the alert message, then select Choose Action > New Ticket. |
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If you want to create a ticket based on a process template, select the process from the Process drop-down list. |
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Provide the rest of the information needed to complete the form, then click Save to save the ticket and leave the Ticket Detail page, or Apply Changes to save the ticket and continue editing it. |
You can enable users to create and manage tickets by email. This is useful for users who do not have access to the appliance Administrator Console or User Console.
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