Ticket Create

Create A Ticket

• Navigate to Ticket Management and click on the New Ticket button.

 

Describe the Ticket

• [1] shows the list of available Ticket Type to be selected
  
  • This is Required
• [2] shows the User Type to be selected; Staff or Student
  
  • This is Required. 
  • Selecting the User Type must be done first before specifying the Email [3]
• [3] shows the Requester Email, either the Staff or Student
  • This is Required
  • The input accepts Staff's email and Students' live email. However, Staff No can be used as well if needed
  • [3. a] shows the basic info of Staff or Students. If the Email input is valid and the staff or student was found based on the Requester Email, the basic info field [3. a] will be filled in automatically
• [4] shows the Report To which contains the list of available ServiceDesk Counters for the ticket to be reported to
  • This is Required
  • Selecting the Report To must be done first before specifying the Workgroup on [5]
• [5] shows the Workgroup which contains the list of Units available under the selected ServiceDesk Counters [4]
  • • This is Required
    • Selecting the Workgroup must be done first before specifying the Service Name [6] or Assigned To [8]
• [6] shows the Service Name which contains the list of Services available under the selected Workgroup [5]
  • • This is Optional
    • Selecting the Service Name must be done first before specifying the Service Spec [7]
• [7] shows the Service Spec which contains the list of Service Specifications available when selecting Service Name [6]
  • • This is Optional
    • Service Spec must be selected if the Assigned To [8] is selected
• [8] shows the Assigned To which contains the list of Agents available based on the selected Workgroup [6]
  • • This is Optional
    • Assigned To must be selected if the Service Spec [7] is selected
    • If selected, the Ticket Status will be set to Assign. If not selected, the Ticket Status will be set to New
• [9] shows the Ticket Priority to be selected
  • • This is Optional
    • If not selected, the Ticket Status will be set to Normal
• [10] shows the list of available Campuses to specify the campus, based on the requester's location or ticket description
  
  • This is Required
• [11] shows the list of available Locations to pinpoint the location, based on the requester's location or ticket description
  
  • This is Required
• [12] shows the Locations Specified to further specified the exact location, based on the requester's location or ticket description
  
  • This is Required
• [13] shows the Message to describe the ticket, based on the requester's provided description
  
  • This is Required
• [14] shows the Attachment to be included if provided by the requester 
  
  • This is Optional
• [15] shows the Video URL to be included if provided by the requester
  
  • This is Optional
• [16] shows the Submit Button to create the ticket and Cancel Button to discard the ticket creation