Create a Ticket

Overview

You can create Enterprise Service Management (ESM) ticket when appropriate. When you do, be sure to add select the correct classification, form, and clearly document the steps to replicate, troubleshooting and any workaround.

In this article:

• Create a Ticket
• Additional Steps

What materials do I need?

• Web Browser
• TDNext license

Create a Ticket

1. Login to ESM.
2. Click the desired ticketing application (e.g. UAA IT Tickets).
   
   
    
3. Click +New Ticket in the menu bar.
   
   
    
4. A New Ticket window will appear.
   • Note: By default, the ticket will be have a classification of Incident. This may change based upon the type of form selected in the next step.
   
   
    
5. Click into the Form field.
   
   
    
6. Type a keyword appropriate to the customer's request (e.g. computer, account, etc.).
   
   
    
7. Select the appropriate form type from the list displayed paying special attention to Incident, or Service Request classification.
   • Service Request: Forms for requesting work.
   • Incident: Forms associated for reporting degradations, or other issues where services are not working as designed.
   
   
    
8. The Ticket window will refresh with new fields based upon the form type selected.
   
   
    
9. Complete the rest of the ticket form.
   1. Status field, leave set to New.
      
      
       
   2. In the Contact Source field, select the method in which the customer contact you.
      
      
       
   3. In the What is your request? field, append a succinct statement describing the customer's request.
      
      
       
   4. In most cases the Group or Person Responsible can be left as the default value.
      
      
       
   5. In the Priority field, select the relative importance of the ticket to the organization.
      
      
       
   6. Click into the Primary Contact field and type either the UA Username, or Name of the person who is the ultimate customer.
      
      
       
      Important

      The Primary Contact is the person for whom the work is being done for. For example, if an administrative assistant is calling in a service request to have their department head's workstation repaired, the Primary Contact in this case is the department head, not the administrative assistant that actually made the phone call. In this example, the administrative assistant would be added as an Additional Contact(s). See below for adding Additional Contact(s).
       
      1. Select the correct person from the list of identities displayed.
         
         
          
   7. After the Primary Contact has been added to the ticket, look to the right for the Recently Requested by <Name> box that appears. Before continuing, verify that no existing ticket for the same request is already opened for the same person.
      
      
       
   8. In the Primary Contacts Alternate Phone Number field enter any additional phone numbers, such as a cell phone, that can be used to to contact the individual.
      
      
       
      • For employees: This is usually an optional field, as the person's UA issued telephone number is usually displayed under the Requestor block of information. If the employee does not have a phone number displayed beneath their name, make sure to enter a phone number in this field.
      • For non-employees: This is a required field.
   9. In the Additional Contact(s) field, enter any additional individuals that may be interested in the status of this ticket.
      
      
       
      1. As in the Primary Contact field, type either the UA Username, or Name of the people to add as a contact.
          
      2. Then select the correct person from the list of identities displayed.
         
         
          
         • As in the example mentioned previously with an administrative assistant calling in a service request to have their department head's workstation repaired, the administrative assistant would be added as an Additional Contact(s).
   10. In the Department field, if the ticket is being submitted for a university employee, or department, verify that the information displayed in this field is correct.
       
       
        
       Note

       Some employees may have active job assignments with two, or more departments at the same time. The Department field should reflect the department associated with the requested work. Which may, or may not be the initial value displayed in the field.
        
       1. Click the Department field, and type a word associated with the desired department.
       2. Select the correct department from the list of departments displayed.
          
          
           
   11. In the Building field, for university owned devices enter the physical building the device is located in. If the appropriate building is not in the list, search for Other and select it.
       
       
        
       1. If a building is selected, the Room field will be displayed.
          
          
           
       2. Click the Room field, and type a number associated with the appropriate location.
       3. Select the correct room from the list of rooms displayed.
          
          
           
   12. Additional fields may be displayed depending upon the specific ticket form selected. Enter appropriate information into the fields displayed.
   13. In the Additional Information About This Request field, please include any information that could be important for the completion of this request. This includes time constraints, or coordination with other activities or groups.
       
       
        
   14. In the Attach Supporting Documents field, if there are any files that will help with the completion of the request please include them with the following directions.
       
       
        
       1. Click Browse...
       2. In the Dialog box that appears, navigate to the location on your device with the documentation.
       3. Select the file.
       4. Then click Choose.
10. At the top of the page click Save.
    
    
     
11. The window will refresh.
    
    
     
12. Click View the service request you just created.

Additional Resources

Managing tickets after the initial creation has many means of doing so. Further instructional guides are available below.

• Create a Ticket Task
• Take Responsibility for a Ticket Task
• Work a Ticket Task
• Edit a Ticket Task
• Reassign a Ticket Task
• Add Comment to Ticket/Task
• Add People to Ticket

Need additional help or have issues

For additional assistance contact the IT Services Technical Support Center via phone at (907) 786-4646, toll-free at (877) 633-3888, email us at uaa.techsupport@alaska.edu.