Creating Ticket

creating a ticket means opening a call within the system 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; to have a catalog of services registered and configured (portfolio, services, activities, groups, flow, sla linked to the contract); to 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; full name full name – of the requester; email email – of the requester; unit unit – where the requester wants attendance; requester history requester history – it presents all the requester relationships with the ticket; satisfaction satisfaction ; phone phone – of the requester; edit edit – it allows to edit the name, e mail, phone, and unit of the requester; selecting the service portfolio portfolio ; service service ; activity activity ; contract contract – linked to the portfolio; impact impact – of activity; urgency urgency – of activity; describing the service description description – space to describe the need for the ticket; send email send email – it is possible to select which types and email the user will receive; questionnaire questionnaire – information that complements the understanding/purposes of the service; 💡 tip 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 are the menu bar, to view and interact with the desired functions knowledge knowledge project project ; schedule schedule ; e mail reading e mail reading it options it options requester ci requester ci ; release release saving request at the end of the page, you will find a floating button with the functions of 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 division 4\ complete the other necessary data 🖊 note 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