ITarian

New Ticket

Staff can create tickets on behalf of end-users as follows:

• Open and login into the ITarian app

• Tap the hamburger icon at top-right

• Tap 'New Ticket'

• This opens the new ticket interface at the ‘User’ tab:

User tab

• Email address - Enter the user’s email address. This is auto-filled if the 'Lookup or create a user' form is used.

• Full Name: Enter the user’s first name and surname. This is auto-filled if the 'Lookup or create a user' form is used.

• Ticket notice: Sends an alert to the user informing them that a ticket has been created on their behalf.

Info tab:

• Ticket Source: The method used by the end-user to submit the support request. For example, if the staff member discussed the issue with the end-user over the phone, then ‘Phone’ is the source.

• Ticket Category: The support topic into which this ticket falls. You can change the ticket category if required.

• Department: Assign the ticket to a department in your company. This department prevails even if it is different to the department responsible for the chosen ticket category.

• Department: Select the department to which the new ticket should be assigned. The option chosen here will prevail even if the 'Department' for the selected 'Help Topic' is different.

• SLA Plan: The SLA plan assigned for the ticket depending on the settings in default SLA settings. The option chosen here will prevail even if the 'SLA Plan' for the selected 'Help Topic' and 'Department' is different.

• Assign To: Select the staff member to whom the ticket should be assigned. The option chosen here will prevail even if the 'Agent' for the selected 'Help Topic' is different.

• Maps/Navigation per customer address: Allows staff to see the address of a user or organization on a map. You can access this feature when creating/editing a ticket and in the users and organizations tabs.
  

Ticket Details

• Issue Summary: Enter details in brief about the issue.

• Issue Details: Enter the details about the issue in the text field. To clear the field, click the trash can icon at the top right.
  

• Priority Level: Select the priority level for the new ticket. The option chosen here will prevail even if the 'Priority' for the selected 'Help Topic' is different.

• Asset Type: Select the category of asset for the ticket.

• Type: Select the type of category for the ticket.The options available are 'Alert', 'Order' and 'Problem'.

• Category: Select the type of category for the ticket. The options available are 'Alert', 'Order' and 'Problem'.

• Sub Category: Enter the category information for the ticket.

Response

• Canned Response: Select a pre-prepared answer that will be sent to the user.

• Initial Response: Enter an email response to be sent to the user.

• Internal Note:

• Add notes for the ticket that are for internal purpose only.

• Click the Open button to create the ticket on behalf of a user.

• Click the Reset button to clear all selections and entries.

• Click 'Save' for the changes to take effect. See Internal notes to find out more.