Creating Ticket

8 min

Creating a ticket means opening a call within the system, with the possibility to monitor its attendance history with a view of all actions sent to it.

Before getting started

It is necessary to have permission to access the desktop of the Service Desk;
It is necessary to have a catalog of services registered and configured (Portfolio, services, activities, groups, flow, SLA linked to the contract);
Have permission for the group linked to the service catalog to view and register.

Procedure

Access the main menu Processes > Ticket Management > Ticket;
Click on "Actions" and then on "Register";
Enter the requester's data;

![procedure ticket CITSmart]

1: Full name - of the requester;

2: Email – of requester;

3: Unit – where the requester wants attendance;

4: Requester history – it presents all the requester relationship with the ticket;

5: Satisfaction;

6: Phone – of requester;

7: Edit – it allows to edit the name, email, phone and unit of the requester;

Selecting the service

![Select service ticket CITSmart]

1: Portfolio;

2: Service;

3: Activity;

4: Contract – Linked to the portfolio;

5: Impact – of activity;

6: Urgency – of activity;

Describing the service

![Description service CITSmart]

1: Description – space to describe the need for the ticket;

2: Send email – it is possible to select which types and email the user will receive;

3: Questionnaire – information that complements the understanding/purposes of the service;

💡 Dica:

The "Description" field is the space for the ticket information to contain words that refer directly to that service, being objective and easily associated with the request theme.

This content is linked to the "Keyword" field and to its search return, which exists within the advanced search mode of a ticket. In addition, it is possible to include attachments of various formats (eg.: .pdf, .doc, .png, .jpg and others) to assist in the service process. The format limitation is set by the system manager.

Linking additional items

Access the small black button on the upper right side of the screen, below the menu bar, to view and interact with the desired functions.

Knowledge	IT Options
Project	Requester CI
Schedule	Release
E-mail Reading

Saving request

At the end of the page, you will find a floating button with the functions of:

Button Name	Function
Back	To get back to the desktop of the Service Desk;
Save	To save the ticket and create the number for tracking and monitoring. When creating the ticket for attendance, the user will see a new option (located at the top side of the screen) called Layout, this option allows the user to parametrize how the screen will be presented to the attendant, who can choose from the following possibilities:
30x70	The system divides the screen into two parts, the left side will show 30% of the screen and the right side 70%;
50x50	The system divides the screen into two parts, each side (right and left) will display 50% of the screen;
100%	The system presents the screen without any division.

Complete the other necessary data.

🖊 Nota:

In this version of the functionality, on the right side of the screen, you will see the Toogle, which allows the side menus (formerly on the left side of the screen) to expand or reduce as needed.

What to do next

View in the ticket pane listed and check the information registered.