Difference between revisions of "Service Desk/Create"

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(→‎Creating Tickets Via Cumulus)
(→‎Creating Tickets Via Cumulus)
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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.

Revision as of 17:18, 6 June 2017

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 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 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.

CustomerServiceDesk.png

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.

SR-CreateNew.png

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.

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, 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 standards used by ITIL.
Impact MANDATORY Select the level of impact to the customer. These are based on 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.

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