Creating tickets

The Self-Service Portal (SSP) provides ways of interacting with the system. In addition to tracking and processing users' own tasks, the SSP allows users to contact IT support. Here, a user can create tickets: incidents, user queries, and requests.

See the Portals article to learn more.

To create a ticket, use the following navigation blocks:

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

Creating an Incident

To create a user query, perform the following steps:

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

Create a Service Request

To create a service request, perform the following steps:

1. Click on the Service Catalog block.
2. Proceed to the service you need by clicking the blocks.
3. Fill in the fields.
4. Click Save to submit the incident.

The set of fields on the service request form depends on the request template configuration. See the Service Request article to learn more.

Creating a user query

To create a user query, perform the following steps:

1. Click on the Ask a question block.
2. Fill in the fields.
3. Click Save to submit your query.

See the User Query Management article to learn more.