Capturing a Ticket
Capturing the ticket means taking responsibility for attending it or contributing to its solution.
Before getting started
It is necessary to have at least one ticket opened to capture it.
Also, make sure to have permission to view, capture, and perform possible actions within the ticket.
Procedure
- Go to the Attendance Interface, accessing the menu Processes > Ticket Management > Ticket > Open;
- Find the ticket you want by clicking once to open the actions and selecting the "Open" button or double-clicking to open it directly.
Capturing the ticket
To become responsible for the ticket, you can find in the menu bar the option "Capture ticket" (item 5) to become responsible for it, another way to be able to capture is by ticket options (item 13) - in the top bar.
Toolbar Items
![CITSmart ticket menu bar]
Item Number | Description |
|---|---|
1 | Back – Get back to the desktop of the Service Desk; |
2 | Number – Ticket identifier; |
3 | Task – Requested; |
4 | Current group – the responsible person for the solution; |
5 | Assignment – the person responsible for the ticket; |
6 | SLA – total time for resolution; |
7 | Limit time – presents the date and time limit for attendance; |
8 | Attachments – view the existing attachment or attach a new file; |
9 | View flow; |
10 | Scripts; |
11 | Knowledge of task – Appears when there is knowledge linked to the flow; |
12 | Layout – enables page layout editing (30% - 70%, 50% - 50% and 100%); |
13 | Options. |
Ticket options
![tickets option ticket CITSmart]
In the options, we have:
Option Number | Description |
|---|---|
1 | Assign a ticket; |
2 | Delegate; |
3 | Suspend; |
4 | Change SLA; |
5 | Reclassify; |
6 | Create a sub-ticket; |
7 | Create a related ticket; |
8 | Schedule an activity; |
9 | Print; |
Attendance
The effective start of attendance occurs from the capture of the ticket to finish or forward it to another area. Several features can be used by the analyst: Comments, History, Sending of email notifications, and Time posting.
![Attendance ticket CITSmart]
Privacidade:
- Comments – This is an area to make comments to people who access this ticket, having the option to be;
- Private – only the attendance team can view;
- Public – the attendance team and final user can view;
- Post hours: possibility to inform the hours spent on a task;
- Send email;
- Cancel;
- Add;
- History – where you can view and interact with all comments made within the ticket;
Assignment and Status
![Assignment and Situation ticket CITSmart]
3. Direct to the group – group identifier that will be directed within the flow;
4. Status – of the ticket;
- Registered/In Progress – the ticket is not ready to be closed;
- Solved – generate response solution to finish the ticket;
- Canceled – justify why the activity is being canceled;
5. Back – return to the desktop of the Service Desk;
6. Save - save and maintain the current status of flow;
7. Save and submit - save and advance to the next status of the flow;