To create a new ticket, click Add from the menu bar, and the Add Ticket page is displayed, as shown in Figure 2. The mandatory fields are as listed below:
• | Account - select an account for which the ticket is created. |
• | Contact - select the contact from the options that reflect the contacts from the organization selected in the Account field. |
• | Issue - enter a detailed description of the issue. |
Entering data in other fields along with the ones above adds value to the issue tracking and resolution process. The Add Ticket page can be categorized into four sections which are discussed in detail in the following sections.
Adding New Ticket Information
Adding New Ticket Information is the first section on the Add Ticket page. The following details can be entered in this section:
• | Ticket source - enables you to select how the ticket was received: |
• | Service contract number - enables you to select the customer’s contract number. |
• | Asset - enables you to select the asset from the account. Click Select to view a list of assets and add new assets. To add an asset, click Add an Asset, as shown in Figure 1. |
• | Labor Category - enables you to select the category to which the customer belongs. |

Figure 1 Adding Assets
Adding Classification Details
Adding Classification Details is the second section on the Add Ticket page. The following details can be entered in this category, as shown in Figure 2:
• | Location - enables you to describe the location of the problem. |
• | Category and sub-levels - enables you to describe the issue in detail. |
The Category Editor is found in the Admin section. On setting the proper options, ticket assignment can be based on the selected categories. For more details, refer to Adding New Ticket Information.
• | Knowledge Base entries - provide you entries that can be linked to the categories. |
For a specific set of categories, you can view the knowledge base entries by clicking the Knowledge Base sub-tab.
• | Severity - enables you to organize problems by their importance. You can select from the following options: |
• | Action Plan - enables you to establish a specific sequence of steps to fix the problem mentioned in the ticket. |

Figure 2 The Add Ticket Page
Adding Assignment Information
The third section on the Add Ticket page is Adding Assignment Information. The following details can be entered in this category:
• | Priority - describes how quickly you want the issue to be addressed by your organization. You can select from the following options: |
• | Department - displays the department that is responsible for resolving the issue. |
• | Resource Assigned - displays the name of the person responsible for resolving the issue. |
• | User Group - displays the group of users associated to a ticket. |
• | Assignment Date - displays the date on which the issue occurred. |
• | Estimated Resolution Date - displays the date by which the issue is expected to be resolved. |
All the fields are important for tracking and reporting.
Adding Resolution Information
The next section on the Add Ticket page is Adding Resolution Information. The following details can be entered in this category:
• | Cause - describes the cause of the problem. |
• | Resolution - describes the method used to fix the issue. |
• | Close Ticket - enables you to close the ticket. |
• | Resolution date - displays the date on which the issue was fixed. |
You must enter as much information as you can to provide a better search, report, and knowledge base data.
Note: You need not enter all information during ticket creation. Some of the fields may be updated during problem resolution.
Once the details have been saved, a new ticket is created. You can view the ticket you created on the View Tickets page. Unless you have set an order of preference, the latest ticket created is displayed on top of the page.
Posting Tickets to Knowledge Base
The last section on the Add tickets page is the Knowledge Base Post, as shown in Figure 3. This section enables you to post tickets to the Knowledge base.

Figure 3 Posting Tickets to Knowledge Base
If you want to post a ticket to knowledge base, select Yes, else select the option No, as shown in Figure 3.
Status displays the status of the ticket. Select No to restrict portal users to access the ticket details, as shown in Figure 3. Select Yes else select No.
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