This article contains the following topics for a Self-Service user:
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You can create a ticket by sending an email to the email ID of the designated support group. The mailbox of the support group is integrated with CA ServiceAide Cloud Service Management (CSM). When you send an email to the support group ID, the application automatically creates a service request. The application uses the data available in that email to create the request. The application uses the subject of your email as your ticket details and the message body as your ticket description. If you have attached any files to the email, the files are saved as ticket attachments.
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Log Ticket on Behalf of Another User
You can log a ticket on another user behalf. For example, the Self-Service user can log tickets on behalf of their managers to provide more accurate reporting on ticketing activities.
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Verify that the administrator has enabled the Requested For option through the role based views. For more information, see Create and Manage Role-Based Views. |
Follow these steps:
- Navigate to WORKSPACES, SERVICE DESK, Service Catalog.
- Identify and click the catalog item that is most relevant to your request.
- Click the Request tab and enter required information.
- Click Save.
Add Attachments
An attachment is a document (or computer file) containing supporting and related information for:
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