From the menu at the top of the page, click the Create drop-down menu.
Select Tickets by clicking on it.
The Create New Ticket page will be displayed.
The first step towards creating a new ticket will be to identify the contact for whom the ticket is being created or create a new contact to link to the ticket. A list of contacts is displayed below the contact search section. To find the exact contact that you want, type the contact's information in the Search and Select Contact section and click the Search button. The information that you enter in these fields will be used as search criteria to find the contact you want.
The list of contacts will be filtered to display only those contacts who match the search criteria entered. Click the Select link in the first column corresponding to the contact to create the ticker for. The page refreshes and the selected contact's information is displayed in the contact information section displayed on the left side of the page at the top. Click on the Select Different Contact button to select another contact.
To create a new contact, use the Create New Contact section displayed below the contacts list.
Ticket Information: The ticket information is section is where you can specify the ticket status, select a category for the ticket, assign ticket to a support person, set ticket priority, select a tracking method, select date and time to start tracking, and view a summary of tracked hours.
Keyword Search: The keyword section allows you to search the Knowledge Center for the problem described in the ticket. Type in a keyword and click the Search button to view a list of all topics in the knowledge center containing the keyword specified. Select the Include Tickets In Search checkbox to include the ticket in the search. NOTE: If including tickets in search, search may take longer to return results.
Ticket Specifics: The Ticket Specifics section is where you can enter specifics pertaining to the ticket like Vendor Ticket Id, whether the problem described in the ticket is a bug in the software, requested call back date, version, etc.
Ticket Details: The Ticket Details section is where you enter the subject of the ticket, add comments about the ticket and assign a template to create a quick ticket. You can also attach any files pertaining to the ticket like screenshots etc using the File Attachments box provided in this section.
Once you fill in all the section or the sections that you have the information for, click the Save button to create the new ticket and save it in the system.
The Ticket will now be logged in the system and the Ticket Overview page will be displayed.
