Service Desk/Create - Revision history

Dcowan: page moved to confluence

2018-05-08T02:44:21Z

page moved to confluence

Scarpenter: /* Creating Tickets Via End User Portal */

2017-06-06T08:04:34Z

‎Creating Tickets Via End User Portal

Scarpenter: /* Creating Tickets Via Email */

2017-06-06T08:03:56Z

‎Creating Tickets Via Email

Scarpenter: /* Creating Tickets Via End User Portal */

2017-06-06T08:02:10Z

‎Creating Tickets Via End User Portal

Scarpenter: /* Creating Tickets Via End User Portal */

2017-06-06T08:00:27Z

‎Creating Tickets Via End User Portal

Scarpenter: /* Creating Tickets Via End User Portal */

2017-06-06T07:59:23Z

‎Creating Tickets Via End User Portal

Scarpenter at 07:47, 6 June 2017

2017-06-06T07:47:51Z

Scarpenter: /* Creating Tickets Via Cumulus */

2017-06-06T07:35:45Z

‎Creating Tickets Via Cumulus

Scarpenter: /* Creating Tickets Via Cumulus */

2017-06-06T07:34:40Z

‎Creating Tickets Via Cumulus

Scarpenter: /* Creating Tickets Via Cumulus */

2017-06-06T07:18:58Z

‎Creating Tickets Via Cumulus

← Older revision		Revision as of 02:44, 8 May 2018
Line 1:		Line 1:
−	~~{{DISPLAYTITLE: Creating Service Desk Requests}}~~	+	This page has been [https://resources.emersion.com/display/EKB/Creating+service+desk+tickets moved]
−	~~= Overview =~~
−	~~Service Desk Requests (commonly referred to as 'tickets') can be created 3 ways. They can be created via:~~
−	* Cumulus
−	* the End User Portal
−	* email
−
−	To create tickets via email, the service provider requires the [[Service_Desk/Mailbox_Configuration\|Service Desk Mailbox]] extension. Once enabled and configured, customers can email the designated email address for the mailbox and tickets will be created accordingly.
−
−	This ~~article covers ticket creation from Cumulus and the End User Portal.~~
−
−	~~= Creating Tickets Via Cumulus =~~
−	Before a ticket can be created, the user needs to know which customer the ticket is for. The [[Account_Management/Customer_Screen/Quick_Search\|quick search]] is useful for this. Once the customer is found:
−
−	~~Nav: '''Customer > Service Desk''' tab.~~
−
−	~~Users will be presented with a list of tickets that have~~ been ~~created for the customer.~~
−
−	~~[[file:CustomerServiceDesk.png\|1200px\|]]~~
−
−	~~To create a new service desk request, click the '''Create Ticket for Customer''' button. The user will be presented with the ''New Service Request'' form.~~
−
−	[~~[file~~:~~SR-CreateNew.png\|1200px\|]]~~
−
−	~~There are a number of read-only fields set by the system~~
−
−	~~;Service Request ID~~
−	~~A unique number to identify each service desk request.~~
−
−	~~;Created~~
−	~~The date and time the service desk request was created.~~
−
−	~~; Account Number~~
−	~~The account ID.~~
−
−	~~;Customer name~~
−	~~The customer (account) name.~~
−
−	~~;Lodged With~~
−	~~The name of the service provider account the service desk request was lodged with.~~
−
−
−	The user should aim to complete as many fields as possible to capture enough information about the request. Complete the fields to the definitions below. Queues, categories and subcategories are determined by you and set up for you by Emersion when you subscribe to this module.
−
−	~~{\| class="wikitable"~~
−	~~\|+Create New Service Desk - Field Definition~~
−	~~\|Data field \|\|Description~~
−	\|-
−	\|Customer Contact \|\| This should be set to the person who raise the request. By default, the primary contact for the account will be selected. Users can choose any other contact. If the contact is not there, [[Account_Management/~~Customer_Screen~~/~~Contacts\|add them to the list of account contacts]] so that they will appear in the list.~~
−	\|-
−	~~\|Queue \|\| '''MANDATORY''' Choose a queue for the ticket.~~
−	\|-
−	~~\|Category \|\| '''MANDATORY''' Choose a category for the ticket.~~
−	\|-
−	~~\|Subcategory \|\| '''MANDATORY''' Choose a subcategory for the ticket.~~
−	\|-
−	~~\|Status \|\| '''MANDATORY''' Select a status for the ticket. By default, all tickets are created in a '''New''' status.~~
−	\|-
−	~~\|Assigned To \|\| '''OPTIONAL''' Select a staff user to assign the ticket to~~.
−	\|-
−	~~\|Urgency \|\| '''MANDATORY''' Select the level of urgency for the ticket~~. ~~These are based on [http:~~//~~www.itinfo.am~~/~~eng/information-technology-infrastructure-library-guide/ standards used by ITIL].~~
−	\|-
−	~~\|Impact \|\| '''MANDATORY''' Select the level of impact to the customer. These are based on [http://www.itinfo.am/eng/information-technology-infrastructure-library-guide/ standards used by ITIL].~~
−	\|-
−	~~\|Billable \|\| '''OPTIONAL''' Flag is the request is a billiable item. This flag can be used to generate a list of tickets that need to be billed to to the client.~~
−	\|-
−	~~\|Default Note Visibility \|\| '''OPTIONAL''' Controls the default visibility of all notes created for the ticket. Select:~~
−	* Internal - the note is only visible to Cumulus users
−	* Customer visible - the note is visible to the customer via the end user portal.
−	\|-
−	~~\|Required By \|\| '''OPTIONAL''' Set a date where a resolution is needed by.~~
−	\|-
−	~~\|Related tickets \|\| '''OPTIONAL''' Enter the Servce Desk Request IDs of other tickets that may be related, separated by comma.~~
−	\|-
−	~~\|Required By \|\| '''OPTIONAL''' Set a date where a resolution is needed by.~~
−	\|-
−	~~\|Source \|\| '''OPTIONAL''' Shows the method the ticket request came from. When using Cumulus to create the ticket, the source is defaulted to ''Cumulus''.~~
−	\|-
−	~~\|'''Notes Section''' \|\| The fields in the Notes section comprise the first 'note' in the ticket.~~
−	\|-
−	~~\|Summary \|\| '''MANDATORY''' A short snapshot of the problem.~~
−	\|-
−	~~\|Details \|\| '''MANDATORY''' A detailed explanation of the problem.~~
−	\|-
−	~~\|Customer visible? \|\| Controls whether or not this note is visible to the customer in the End User Portal.~~
−	\|-
−	\|Add File \|\| '''OPTIONAL''' If there are files to attach to the ticket, tick the '''Add File''' flag. Click the '''Choose file''' button. Find a select the file. The file name will appear to the right of the button if it has correctly selected the file.
−	\|-
−	~~\|Additional Hours \|\| '''OPTIONAL''' For recording hours above the standard SLA. Often this is used in conjunction with tickets that are billable.~~
−	\|-
−	~~\|Source \|\| '''OPTIONAL''' Shows the method the ticket request came from. When using Cumulus to create the ticket, the source is defaulted to ''Cumulus''.~~
−	\|-
−	~~\|'''Linked Service' Section''' \|\| If this ticket relates to a specific service, link it here.~~
−	\|-
−	~~\| Linked Service \|\| Click the '''Link a Service''' button. When the lightbox window appears, use the search options to find a service, or select from the list of available services.~~
−	\|-
−	\|}
−
−	~~When the form has been completed, press '''Save''' to save the ticket.~~
−
−	=Creating ~~Tickets Via End User Portal=~~
−
−	~~End Users can create~~ service desk ~~requests via the End User Portal. They can see a list of~~ tickets ~~from the '''Service Desk''' tab.~~
−
−	~~[[file:SR-List-EUP.png]]~~
−
−	~~To create a new ticket, users need to click the '''Create New''' button.~~
−
−	~~[[file:SR-CreateNew-EUP.png~~]]
−
−	End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket. For tickets created using this method, the system will set the ''Source'' to '''UserPortal''' by default.
−
−	~~=Creating Tickets Via Email=~~
−
−	~~End Users can create service desk requests via email by sending an email to the nominated email address used by the service provider.~~
−
−	~~For tickets created using this method, the system will set the ''Source'' to '''Email''' by default.~~

@@ Line 109: / Line 109: @@
 [[file:SR-CreateNew-EUP.png]]
-End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket.  Tickets created using this method, the system will set the ''Source'' to '''UserPortal'''.
+End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket. For tickets created using this method, the system will set the ''Source'' to '''UserPortal''' by default.
 =Creating Tickets Via Email=

← Older revision		Revision as of 08:03, 6 June 2017
Line 115:		Line 115:
	End Users can create service desk requests via email by sending an email to the nominated email address used by the service provider.		End Users can create service desk requests via email by sending an email to the nominated email address used by the service provider.

−	~~Tickets~~ created using this method, the system will set the ''Source'' to '''Email'''.	+	For tickets created using this method, the system will set the ''Source'' to '''Email''' by default.

@@ Line 105: / Line 105: @@
 [[file:SR-List-EUP.png]]
-To creaste a new ticket, users need to click the '''Create New''' button.
+To create a new ticket, users need to click the '''Create New''' button.
 [[file:SR-CreateNew-EUP.png]]
 End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket.  Tickets created using this method, the system will set the ''Source'' to '''UserPortal'''.

@@ Line 107: / Line 107: @@
 To creaste a new ticket, users need to click the '''Create New''' button.
-[[SR-CreateNew-EUP.png]]
+[[file:SR-CreateNew-EUP.png]]
 End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket.  Tickets created using this method, the system will set the ''Source'' to '''UserPortal'''.

← Older revision		Revision as of 07:59, 6 June 2017
Line 99:		Line 99:
	When the form has been completed, press '''Save''' to save the ticket.		When the form has been completed, press '''Save''' to save the ticket.

−	= Creating Tickets Via End User Portal =	+	=Creating Tickets Via End User Portal=
		+
		+	End Users can create service desk requests via the End User Portal. They can see a list of tickets from the '''Service Desk''' tab.
		+
		+	[[file:SR-List-EUP.png]]
		+
		+	To creaste a new ticket, users need to click the '''Create New''' button.
		+
		+	[[SR-CreateNew-EUP.png]]
		+
		+	End users can complete the form, which is a cut down version of the same form in Cumulus and submit the ticket. Tickets created using this method, the system will set the ''Source'' to '''UserPortal'''.

← Older revision		Revision as of 07:47, 6 June 2017
Line 98:		Line 98:

	When the form has been completed, press '''Save''' to save the ticket.		When the form has been completed, press '''Save''' to save the ticket.
		+
		+	= Creating Tickets Via End User Portal =

@@ Line 63: / Line 63: @@
 |Impact ||  '''MANDATORY'''  Select the level of impact to the customer. These are based on [http://www.itinfo.am/eng/information-technology-infrastructure-library-guide/ standards used by ITIL].
 |-
-|Billable ||  '''OPTIONAL''' Flag is the request is a billable item. This flag can be used to generate a list of tickets that need to be billed to to the client.
+|Billable ||  '''OPTIONAL''' Flag is the request is a billiable item. This flag can be used to generate a list of tickets that need to be billed to to the client.
 |-
 |Default Note Visibility ||  '''OPTIONAL''' Controls the default visibility of all notes created for the ticket. Select:
@@ Line 71: / Line 71: @@
 |Required By ||  '''OPTIONAL''' Set a date where a resolution is needed by.
 |-
-|Related tickets ||  '''OPTIONAL''' Enter the Service Desk Request IDs of other tickets that may be related, separated by comma.
+|Related tickets ||  '''OPTIONAL''' Enter the Servce Desk Request IDs of other tickets that may be related, separated by comma.
 |-
 |Required By ||  '''OPTIONAL''' Set a date where a resolution is needed by.
@@ Line 77: / Line 77: @@
 |Source ||  '''OPTIONAL''' Shows the method the ticket request came from. When using Cumulus to create the ticket, the source is defaulted to ''Cumulus''.
 |-
-|+'''Notes Section''' || The fields in the Notes section comprise the first 'note' in the ticket.
+|'''Notes Section''' || The fields in the Notes section comprise the first 'note' in the ticket.
 |-
 |Summary ||  '''MANDATORY''' A short snapshot of the problem.
@@ Line 87: / Line 87: @@
 |Add File ||  '''OPTIONAL''' If there are files to attach to the ticket, tick the '''Add File''' flag. Click the '''Choose file''' button. Find a select the file. The file name will appear to the right of the button if it has correctly selected the file.
 |-
-|Additional Hours ||  '''OPTIONAL''' For recording hours above the standard service level agreement ('SLA'). Often this is used in conjunction with tickets that are billable.
+|Additional Hours ||  '''OPTIONAL''' For recording hours above the standard SLA. Often this is used in conjunction with tickets that are billable.
 |-
 |Source ||  '''OPTIONAL''' Shows the method the ticket request came from. When using Cumulus to create the ticket, the source is defaulted to ''Cumulus''.
 |-
-|+'''Linked Service' Section'' || If this ticket relates to a specific service, link it here.
+|'''Linked Service' Section''' || If this ticket relates to a specific service, link it here.
 |-
-| Linked Service  || Click the '''Link a Service''' button. When the window appears, use the search options to find a service, or select from the list of available services.
+| Linked Service  || Click the '''Link a Service''' button. When the lightbox window appears, use the search options to find a service, or select from the list of available services.
 |-
 |}
 When the form has been completed, press '''Save''' to save the ticket.

← Older revision		Revision as of 07:18, 6 June 2017
Line 24:		Line 24:

	Users should complete as many fields as possible with as much detail as possible.		Users should complete as many fields as possible with as much detail as possible.
		+
		+	There are a number of read-only fields set by the system
		+
		+	;Service Request ID
		+	A unique number to identify each service desk request.
		+
		+	;Created
		+	The date and time the service desk request was created.
		+
		+	; Account Number
		+	The account ID.
		+
		+	;Customer name
		+	The customer (account) name.
		+
		+	;Lodged With
		+	The name of the service provider account the service desk request was lodged with.
		+
		+
		+	The user should aim to complete as many fields as possible to capture enough infomation about the request. Complete the fields to the definitions below. Queues, categoroes and subcategories are determined by you and set up for you by Emersion when you subscribe to this module.
		+
		+	{\| class="wikitable"
		+	\|+Create New Service Desk - Field Definition
		+	\|Data field \|\|Description
		+	\|-
		+	\|Customer Contact \|\| This should be set to the person who raise the request. By default, the primary contact for the account will be selected. Users can choose any other contact. If the contact is not there, [[Account_Management/Customer_Screen/Contacts\|add them to the list of account contacts]] so that they will appear in the list.
		+	\|-
		+	\|Queue \|\| '''MANDATORY''' Choose a queue for the ticket.
		+	\|-
		+	\|Category \|\| '''MANDATORY''' Choose a category for the ticket.
		+	\|-
		+	\|Subcategory \|\| '''MANDATORY''' Choose a subcategory for the ticket.
		+	\|-
		+	\|Status \|\| '''MANDATORY''' Select a status for the ticket. By default, all tickets are created in a '''New''' status.
		+	\|-
		+	\|Assigned To \|\| '''OPTIONAL''' Select a staff user to assign the ticket to.
		+	\|-
		+	\|Urgency \|\| '''MANDATORY''' Select the level of urgency for the ticket. These are based on [http://www.itinfo.am/eng/information-technology-infrastructure-library-guide/ standards used by ITIL].
		+	\|-
		+	\|Impact \|\| '''MANDATORY''' Select the level of impact to the customer. These are based on [http://www.itinfo.am/eng/information-technology-infrastructure-library-guide/ standards used by ITIL].
		+	\|-
		+	\|Billable \|\| '''OPTIONAL''' Flag is the request is a billiable item. This flag can be used to generate a list of tickets that need to be billed to to the client.
		+	\|-
		+	\|Default Note Visibility \|\| '''OPTIONAL''' Controls the default visibility of all notes created for the ticket. Select:
		+	* Internal - the note is only visible to Cumulus users
		+	* Customer visible - the note is visible to the customer via the end user portal.
		+	\|-
		+	\|Required By \|\| '''OPTIONAL''' Set a date where a resolution is needed by.
		+	\|-
		+	\|Related tickets \|\| '''OPTIONAL''' Enter the Servce Desk Request IDs of other tickets that may be related, separated by comma.
		+	\|-
		+	\|Required By \|\| '''OPTIONAL''' Set a date where a resolution is needed by.
		+	\|-
		+	\|Source \|\| '''OPTIONAL''' Shows the method the ticket request came from. When using Cumulus to create the ticket, the source is defaulted to ''Cumulus''.
		+	\|-
		+	\|}
		+
		+	When the form has been completed, press '''Save''' to save the ticket.