Click on New Request and select Service Request.

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Enter the service request information on the Service popup. You can enter the required fields on the first pop up and add files, and then submit the ticket. If you need to enter more information you can click on the Additional Info button and enter optional fields and then submit the ticket. Please see the Customization section to customize the drop downs and add custom fields.

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The second Service entry popup: Additional Info

 

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Once you submit the ticket, you will be directed to the Service ticket view where you can check the assignee (based on your custom routing rules) and have access to the common functions.

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You can proceed with the numbered actions for the service request anytime.

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ACTIONS: Please see Request Actions Guide

1. Follow:

2. Email:

3. Print:

4. Tags:

5. Comments:

6. Attachments:

7. Links

You can trace updates in History Log. Please see Audit Guide.

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Due Date is calculated based on the Priority. Please see SLA Guide.

When the service request is submitted, two email notifications are sent out:

1. One email notification to the owner who submitted the problem ticket.

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2. Another one is to the help desk group. The service request is automatically assigned to the help desk group. Users who are linked to Help Desk group will see the ticket in their group inbox and will be able to route it to themselves. They can route to another user or group if needed. Please see Routing Rules. The notification of the problem manager will be sent out to the group email that is defined in the group page.

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