---
title: Creating Ticket
slug: citsmart-8-en/creating-ticket
description: Learn how to create a ticket in the Service Desk system with this step-by-step guide. Gain access to the desktop and service catalog, register the ticket with requester details, select the appropriate service, and provide a description. Link additional it
docTags: 
createdAt: 2022-01-19T23:00:18.000Z
---

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

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

## Procedure

1. Access the main menu `Processes > Ticket Management > Ticket`;
2. Click on "**Actions**" and then on "**Register**";
3. 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;

:::hint{type="success"}
💡 <u>**Dica:**</u>

The "**Description**" field is the space for the ticket information to contain&#x20;
words that refer directly to that service, being objective and easily associated&#x20;
with the request theme.&#x20;

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,&#x20;
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.<br />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.                                                                                                                                                                                                                                                                                                       |   |

1. Complete the other necessary data.



:::hint{type="info"}
🖊 <u>**Nota:**</u>

In this version of the functionality, on the right side of the screen, you will see the **Toogle**, which allows the side menus
&#x20;(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.