Creating a ticket¶
Agents create new tickets for customer users and can enter ticket data, communication, attachments, time, and CMDB references.
Overview¶
This page explains how to use Creating a ticket and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.
Typical workflow¶
Search for a customer user and copy the contact details. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.
Select the queue, service, and other ticket values. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Complete dynamic fields. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Enter the article text and attachments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Use a response template for a queue. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Record working time. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Assign Configuration Items. Open the existing record, change only the required fields, and check dependent assignments before saving.
Create the ticket and optionally send it by email. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Notes¶
Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.
