To submit a new trouble ticket, follow these steps:
- Select the Help Desk shortcut in the
navigation pane. The Help Desk system interface
will open displaying the list of existing
tickets. The list is empty when there are no
tickets submitted.
- Click
Add New Ticket. The ticket submission page
opens.
- Enter ticket subject, select the category
the issue is related to, and type in the problem
description.
- Click OK. The ticket is now submitted to the
system, and the appropriate record is added to
the list.
To change the status of a ticket or add a comment:
- On the page listing tickets, click on a
ticket id or subject. The page will open
displaying all comments made to the ticket, and
allowing you to change the ticket properties and
add new comments.
- To add an event to the ticket, i.e. close,
reopen and/or comment it, select a corresponding
action in the Ticket Event drop-down box, type a
new comment into the New Comment input field if
required.
- Click OK to submit all changes.
