1) How to Create a Ticket
Ticket creation is a quick and straightforward process that can be completed in a few clicks. However, users must first log in to the IT-Connect to access all available features. Once logged in, To raise a ticket:
Click 1: Create your tickets now
Click on the "Create ticket" button on the welcome screen.
Click 2: Click on the suggested templates
The system will suggest templates based on recent or popular tickets raised by you
Or in the "Issue" field, start typing the problem or issue you are experiencing. The system will suggest possible matches. Select the one that best describes your issue.
Click 3: In the “Select Team Member” box , select “Self” the default option
Click 4: Send
Urgency level will be auto-filled from the template, Update the urgency level of your issue if required.
Click on the "Send" button to submit your ticket.
That's it! Your ticket has been created successfully. You can now track its progress and receive updates on its status from Service Desk ticket section.
2) How to Manually Add Ticket Issues and Descriptions
Sometimes, the issue you are experiencing may not be common or may not have a pre-existing template. In such cases, you can add the ticket issue and description manually. Here's how:
Step 1: Create your tickets now
Click on the "Create Ticket" button on the dashboard.
Step 2: Input the Issue
In the "Issue" field, type the issue you are experiencing.
Step 3: In the “Select Team Member” box, select “Self” the default value
Step 4: Select Urgency
Select the urgency level of your ticket from the options provided.
Step 5: Input the Description
In the "Description" field, provide a detailed explanation of the issue you are experiencing. Be as specific as possible, and include any relevant information that may help resolve the issue.
Step 6: Send
Click on the "Send" button to submit your ticket.
That's it! You have successfully added a ticket issue and description manually. You can now track its progress and receive updates on its status from the end-user portal.
From the Service Desk home screen, you can create a ticket by clicking on the Create button and following the same steps as in case 1 or case 2.