Service Desk/Create

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.

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.

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.

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.
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.