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Submitting a Service Request Ticket

Last updated: Tue, 07 Nov 2017 23:34:49 GMT
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Submitting a Service Request Ticket

The Submit Request screen in the Service Request module is used to create service request tickets. Use the following procedure to add a new ticket in the Service Request module.

  1. Access the Submit Request screen by selecting the Service Request → Submit Request option from the sidebar menu. The Service Request screen displays.
     
  2. Select whether the request is for you, another person, or a specific asset. Additional options are selected automatically based on whether the request type is associated with a person or an asset. For example, if you are creating a ticket for yourself, your location is selected by default.

    New Submit Request screen - SR module
     
  3. If a location is not defined automatically or is different than the default selection, enter the correct location in the Location section. Otherwise, proceed to step 4.
     
  4. If you have access to multiple centers, select the center where the request is being added in the Center section. Otherwise, proceed to step 5.
     
  5. Select a request type in the Request Type section. The available request types are narrowed as you make selections for the new request in this section.
     
  6. Select whether you are adding a one-time or recurring request by clicking the One Time/Recurring toggle switch. Fields display based on whether the request is a single or recurring ticket.

    One time or recurring - SR module
     
  7. Fill out the necessary request information, including setting a priority, required date, and description, and adding attachments to the request if necessary. 

    Priority and Attachments - SR module
     
  8. (Optional) If you have the option to add an operator to the ticket, select an operator from the drop-down list available in the Operators section. To remove an existing operator from the ticket, click on the operator's name in this section.
     
    Submit Request button - SR module
     
  9. Once you have made the necessary entries, click the Submit Request button to submit the new ticket. A message displays on the Submit Request screen, confirming the ticket was successfully created.

Ticket Validation

Once a ticket is submitted, a number of things occur behind the scenes to make sure your ticket is not only submitted but also validated for accuracy. In particular, the date required and operator(s) assigned are both checked.

 

Example: If you start to create a ticket, the date and time will be accurate. However, if you wait until the following day to actually submit the ticket, the date and time will no longer be valid. Therefore, once you submit your ticket with an outdated time required, the date and time will update to the current time plus the notice time set by the priority of the ticket. 

 

The operators that are assigned to a ticket are also validated. In particular, each request verifies that any operators assigned are on the auto-assignment list and available for the task assigned. This is important because the request type may specify that the operator auto-accept. If this is the case, then the system can set the operator status to "assigned". Otherwise, the status would be set to wait and it would hold up your request.

 

Once these validations complete, the specified operators receive the notification e-mail.

Assigning Assets to Service Request Ticket

If you want to assign an asset to a previously created service request ticket, click here.

 

  • From the Service Request Queue screen (Service Request Module > Request Queue), click the Prod View button of the service request you want to add an asset. The selected service request ticket opens. 

 

Note: Make sure you have the appropriate center selected. You may always change it by clicking the Center drop-down field.