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Serviceaide Intelligent Service Management provides workflow features to manage the lifecycle of all tickets from its creation to its closure. The administrator configures different workflows for different types of tickets and can modify the workflow that is based on the request. |
A ticket is a transaction document that records all the information that is related to a request. A ticket includes details of a Problem, Incident, Change, or Service Request. Tickets have different fields and tabs to record and store information that is related to the problem, incident, change, or service request. A ticket also contains records of the actions that are taken to diagnose and resolve the issue.
The availability of different sections and fields for a particular ticket type depends upon the configurations made by your administration. For example, by default the Approvals section is available for only Change Requests. However, your administrator can make it available for other ticket types by editing the default role based view for those ticket types. |
The administrator configures Ticket Templates with details of common and standard requests. Ticket templates have a predesigned format in which all required details are identified and populated into the request automatically. An administrator can configure ticket templates for all type of tickets and can manage their use by applying permissions. For more information about ticket templates and other ticket relationships, see Manage Ticket Relationships.
Each ticket includes a Source field. This field can be used to identify the source of the issue or request. The information in this field can also be used for creating matching conditions for auto routes and workflows. You can customize the options available in this field by modifying the relevant Value List. For more information about value lists, see Manage Value Lists. The source field is available for all ticket types, namely Service Request, Change Request, Incident, and Problem.
The application prompts you to create a contact when you create a ticket on behalf of a nonexisting user. The new contact only exists in the application. As a result, no license is assigned and the user cannot log in to the application.
To create a new contact from a ticket, click the icon. Click the Create Contact button on the dialog that displays. Enter the necessary information and click Save. The contact is saved.
The Service Catalog displays items that are used to log new tickets. The request catalog includes items for logging new fulfillment requests and templates to log incidents, problems, and change tickets. Use ticket templates from the request catalog to fill the essential information you submit a request. All catalog items have information such as Source, CCTI, or assigned to group filled in to route a new request.
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You can create a ticket using a list of ticket templates that are already populated. This action is available only on a new ticket, before it is saved.
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Users can send an email to a preconfigured email id to create new tickets or to update the existing tickets. The subject of the email gets reflected as ticket description and the message body as the ticket details. Any attachments that are related to the email get related as a ticket attachment. The application administrator configures mailboxes to correspond to different ticket types. An email sent to a specific mailbox results in the creation of a Service Request, Incident, Problem, or Change Request. Use the communication template made available to you by the administrator.
Verify that the subject line does not contain the values that are defined in the configuration parameter SUBJECT_LINE_TEXTS_TO_DISCARD_INCOMING_EMAIL_PROCESSING. For more information, see System Parameters. |
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The scratchpad enables you to respond quickly to a user calling in for support. You can see a quick snapshot view about the contact by selecting the contact in the Name field. The scratchpad provides information such as tickets logged by or on behalf of the requester. The Scratchpad also provides information about Configuration Items that are related to the requester. When, a contact is related in the Name field more details that are related to the contact is displayed. The information is found in the Related Tickets, Related Configuration Items, User Badge, User Statistics, and User Notes sections.
Use this information to locate and work on an existing ticket or log a new ticket using the scratchpad.
Note: You can categorize a ticket while logging a ticket and the CCTI value overrides the related CIs. For more information, see Categorize a Ticket.
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You can categorize a ticket by Class, Category, Type, and Item (CCTI). CCTI ensures appropriate routing of a new ticket. The application administrator manages the categories applicable to tickets in your Instance. The following rules are applicable to your Search Categorization Lookup results:
If none of the rules are met and there exists no associated, active, or applicable CCTIs, then you will see all the CCTIs in the system.
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You cannot directly modify the Status, Reason Code , or Phase of a ticket. The application administrator defines and controls these fields. The fields change when you act on a ticket.
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The administrator configures permissions to modify, delete, cancel, and work on a closed ticket. You can view the actions that are taken on a ticket by navigating to the ticket Board.
Similar Tickets and Suggested KB Articles sections appear on the right panel in the Ticket Details page. When an analyst or end user creates or edits a ticket, the Similar Tickets section displays the top 5 most comparable tickets based on the current ticket's description. The Suggested KB articles section displays the top 5 related Knowledge Articles based on the ticket description. The results in both panels are based on a Machine Learning model that looks at historical tickets and existing knowledge articles in your environment. The suggestions automatically appear on the corresponding panel while creating a ticket (as soon as you type the ticket description). This helps analysts and end-users resolve tickets faster, therefore, improving mean-time-to-resolution by using information from existing or resolved or closed tickets and KB articles.
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