How to raise a new ticket on the Service Desk.

Applies to: users who can create Service Desk tickets. Module: Service Desk.

Raising the Ticket #

1. Select Service Desk in the left-hand menu.
2. Click the + icon at the top right.

1. Choose the Ticket Type (required). The form changes to match the type.

1. Enter a Summary and Details (both required).
2. Under What have you tried to do to resolve the issue?, list anything you have already tried.

Information Security Tickets #

For an Information Security ticket, also complete the Information Security Details:

1. Tick the Affected Systems.
2. Pick the Date Occurred (future dates are not allowed).
3. Answer Has the Incident been Resolved?. If you choose Yes, a Resolved Date appears and is required.
4. Answer Did Data Exposure Occur? and Did Service Outage Occur?.

Saving #

Click Save. The ticket gets a reference and the status New Ticket, and records who raised it and when.

Note: If you see “Validation failure”, a required field is empty. Scroll down to find the field with the warning triangle.

Related Articles #

• Service Desk Overview
• Updating and Closing a Service Desk Ticket
• Adding an Attachment