Create Tickets

The Self-Service Portal (SSP) provides ways of interacting with the system. In addition to the ability to track and process your own tasks, the SSP allows you to contact the IT support. Here you can create tickets: incidents, user queries, and service requests.

To create a ticket, use the following navigation cards:

• Service Catalog – browse the company Service Catalog to find the services and items that fit your needs, and place an order using the applicable Service Request form.
• Ask a question – submit a user query that cannot be definitely classified as an incident or service request.
• Create Incident – report any inconvenience with the company service or equipment.

Create an incident

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To report an incident, perform the following steps:

1. Click the Create Incident card.
2. Fill in the fields.
3. Click Save to submit the incident.

Incident form fields

Field	Mandatory	Description
Contact type	Y	Define the source from which the information about the incident is received. Available options: Phone Email Self-service.
Urgency	Y	Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options: Low Medium High Very High
Subject	Y	Add a brief description of the incident.
Description	N	Type a detailed description of the incident.

You can also attach some files by using the attachment window. To add files, drag them to the attachment window, or click Upload from your device and select them on your device.

Create a service request

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To create a service request, perform the following steps:

1. Click the Service Catalog card.
2. Proceed to the service you need by selecting the required card.
3. Fill in the fields.
4. Click Save to submit the request.

caution

The set of fields on the service request form depends on the company configuration.

Create a user query

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To create a user query, perform the following steps:

1. Click the Ask a question card.
2. Fill in the fields.
3. Click Save to submit the user query.

Field	Mandatory	Description
Number	Y	The number of the query. The field is filled in automatically.
Contact type	Y	Define the source from which the query is received. Available options: Phone Email Self-service.
Caller	Y	The originator of the query. The field is filled in automatically.
Urgency	Y	Specify the urgency of the request. Typically, it is evaluated based on the time remaining until the incident impacts the business. Available options: Low Medium High Very High
Subject	Y	Type a question.
Description	N	Add a detailed description of your question.

You can also attach some files by using the attachment window. To add files, drag them to the attachment window, or click Upload from your device and select them on your device.