Submit Tickets

This article contains the following topics for a Self-Service user:

This article describes how to request for a new IT service or how to report an issue with an existing service.

You submit requests using the following methods:

• Use the Service Catalog to create tickets that are based on predefined templates.
• Use the Actions menu to create a ticket from scratch.
• Send an email to the designated support group, with the details of your issue.

Log a Ticket Using the Service Catalog

You can use the Service Catalog to create new tickets that are based on predefined ticket templates. The ticket template guides you in entering all the information which is required for resolving your issue. When you use a catalog item, the application automatically fills the information in some fields, such as priority, impact, source.

Follow these steps:

1. Navigate to WORKSPACES> SERVICE DESK> Service Catalog.
2. Click the catalog item that is most relevant to your request.
3. Enter required information and click Save.

The new ticket is created and queued with the service desk.

Log a Ticket Using the Actions Menu

You can log a request through the Actions menu when you cannot find a catalog item that matches your requirement.

Follow these steps:

1. Navigate to WORKSPACES> SERVICE DESK> Service Catalog.
2. Click Actions> Create Request and enter the required information.
3. Click Save.

The new ticket is created and queued with the service desk.

Log a Ticket Using Email

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 Serviceaide Intelligent Service Management. 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.

Follow these steps:

1. Click New in your mailbox, to compose an email.
   Note: Your application administrator manages the email ID which you must use to contact the IT support team in your organization.
2. Specify the required information and click Send.

Note: The application supports a maximum of 512 characters in the To, CC, BCC, and Subject fields of an email. The message body in your email must not exceed 4000 characters. This limit is lesser for languages, such as Japanese, which use Unicode characters.

The new ticket is created and queued with the service desk. You receive a notification when your request is logged in the application. You can now view the new ticket under the Service Catalog, My Requests tab in the application.

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.

Follow these steps:

1. Navigate to WORKSPACES> SERVICE DESK> Service Catalog.
2. Identify and click the catalog item that is most relevant to your request.
3. Click the Request tab and enter required information.
4. Click Save.

Add Attachments

An attachment is a document (or computer file) containing supporting and related information for:

• An entity (such as Configuration Item or a Contact).
• A transaction record (Service Desk Ticket).
• A communication (E-mail) that is linked to it by reference or an access path.

A file that is not an email and cannot be pasted into the ticket directly is sent as an attachment. For example, a database or spreadsheet file, or a word-processing file with specially formatted text. The Self-Service users can relate an attachment to a ticket, either while submitting or after the request has been logged.

The application allows users to relate attachments with tickets and knowledge articles, contact records, configuration item records.

Follow these steps:

1. Create a ticket.
   Note: Attachments can be added without saving a ticket.
2. Scroll down to the Attachments section and click Add New.
3. Select the Attachment Type and add the attachment.
   
   1. If you select File, click Browse and select the attachment file.
   2. If you select URL, provide the path to the attachment file in the URL field.
4. Enter the name and description of the attachment.
   Note: The Name field automatically takes the name of your attachment file. If you want, you can modify the name to suit your requirements.
5. Click Upload.

The file is attached to the ticket.

Configuration Items and Assets

Configuration Items (CI) are components of an IT infrastructure that must be managed to deliver an IT Service. All IT objects such as Hardware, Software, Networking Devices, Peripherals, and Documentation are examples of CIs. 

The CI records are maintained through the lifecycle in a Configuration Management System (CMS). The CMS stores the records of Incidents, Problems, and Changes that are related to the CI. You can retrieve the records from the CMS.

The application maintains records of CIs belonging to the organization. CIs can be grouped and classified according to their Class, Category, Type, and Item (CCTI). All essential attributes of a CI can be stored in the CI record. For example, its Make, Model, Manufacturing Date, and Warranty details.

As a Self-Service user, various CIs can be associated to you in the capacity of owner, user, approver, or reviewer. You can relate the CIs to a ticket that you log.

Follow these steps:

You can relate a CI or an asset to a new request, or later to an active ticket.

1. Create a ticket and save it.
2. Scroll down to the section Related Assets/CIs.
3. Click Relate Assets/CIs to view a list of the CIs and assets that can be associated with your request. A new lookup window opens with fields where you can search for CIs and assets available to you.
4. Select the item and click Relate Selected Items.

The CI or asset is related to your request.

To unrelate, clear the check box next to the item. The system prompts you to confirm the unrelate action. Click OK to unrelate.