There are several ways to create a ticket. The Ticket Wizard, from the Contact Record or from the Create New ticket drop down menu.
1. Click the Ticket Wizard button.
2. Follow the Ticket Wizards step-by-step instructions.
1. Search for the Contact the ticket will be created for.
2. Select the Contact from the list of search results.
3. Click the Create Ticket button.
4. Now you will be in the Contact Record portion of the ticket. Click on the Info tab.
5. This Info view is where much of the information about the ticket is entered. *Note: A ticket must have a subject in order to be created.
6. Pick the appropriate choices from the drop down pick lists. Click on the check mark button to view the options. Then select the desired choice with another click.
*Note: The drop down pick list values can be configured via the Admin Tab.
7. If you'd like to add an event to your iSchedule calender, which includes a hyperlink to the ticket...Click on the calender and select a date. To specify a time, click on the clock icon, and select a time from the drop down list.
8. To create the ticket at a later date, check the Create Ticket on box. Then select a date
9. To track the time spent working on a ticket, check the Stop Watch box to load the current time as a start point. This time can also be edited later by using the manual calender and clock controls. To specify a time in less than one hour increments, simply select the nearest time with the clock controls and edit the time by backspacing and typing the desired number.
10. To enter time spent working on a ticket manually check the Manual Time check box, then select the Hrs and Mins fields by clicking over them and type the time in manually.
11. Both forms of time tracking can be compared against the Est Completion Time. Simply select the Hrs and Mins fields by clicking over them and typing the amount of time expected to complete the ticket.
12. After the ticket has been created, the calculated Shrinkage/Overage can be viewed. This function compares the actual time spent working on a ticket with the amount of time that was originally expected to complete the ticket.
13. Enter a Subject and any Comments.
14. Attach files to the ticket by clicking the Select button at the bottom of the ticket. Select the file from the list. Multiple files can be attached by pressing the Add button, and repeating the selection process.
15. If UDEF's are not being used, click to Create Ticket button in the bottom right hand corner.
16. If UDEF's are being used, click the UDEF's button near the top of the ticket.
17. UDEF's are simply custom fields than any Cynergy Admin user can create and change. So if none have been created or they have been deactivated or they are not configured to show up, this area may appear blank. In this case, we don't have any UDEF's. If a Knowledge Center item isn't being attached, click Create Ticket. Otherwise, click Next.
18. Knowledge Center items are records created by users that contain information about common issues, solutions, Q&A, How To's, Tips&Tricks, etc. To search the Knowledge Center database and attach items to this ticket, enter the subject to be searched in the text box and click the Find It! button. To include tickets in the search that may contain applicable information, check the Include Tickets In Search box. From the list of results, check 1 or more check boxes next to a Knowledge Center item or ticket and click the Next button in the bottom right hand corner of the screen to attach the items. Give the page a moment to load then click on the UDEF's tab and click the Create Ticket buton.
C. Using the Create New Ticket drop down menu
1. Select Ticket from the Create New drop down menu.
2. From the Create Ticket view, Contact records and Assets can be created, searched and selected. To search for a previously created contact record, enter searchable information into any one or more fields, and click the Search button.
3. Search results will be displayed below. Click the Select link to attach that contact to the ticket. **Search results can also be printed or exported using one of the two small button under the Search For Asset button.**
4. If the contact has not yet been created, first search for the Region, Company or Site the Contact record the will be created under. Select a region from the drop down list (if applicable), enter a company and or site in the text boxes and click the Find button.
5. Click on the Select link next to the correct Company/Site record. **Companies and Sites must be created from the Create New drop down.**
6. Now fill in known information for the contact in the applicable fields and click the Create button.
7. This Info view is where much of the information about the ticket is entered. *Note: A ticket must have a subject in order to be created.
8. Pick the appropriate choices from the drop down pick lists. Click on the check mark button to view the options. Then select the desired choice with another click.
*Note: The drop down pick list values can be configured via the Admin Tab.
9. If you'd like to add an event to your iSchedule calender, which includes a hyperlink to the ticket...Click on the calender and select a date. To specify a time, click on the clock icon, and select a time from the drop down list.
10. To create the ticket at a later date, check the Create Ticket on box. Then select a date
11. To track the time spent working on a ticket, check the Stop Watch box to load the current time as a start point. This time can also be edited later by using the manual calender and clock controls. To specify a time in less than one hour increments, simply select the nearest time with the clock controls and edit the time by backspacing and typing the desired number.
12. To enter time spent working on a ticket manually check the Manual Time check box, then select the Hrs and Mins fields by clicking over them and type the time in manually.
13. Both forms of time tracking can be compared against the Est Completion Time. Simply select the Hrs and Mins fields by clicking over them and typing the amount of time expected to complete the ticket.
14. After the ticket has been created, the calculated Shrinkage/Overage can be viewed. This function compares the actual time spent working on a ticket with the amount of time that was originally expected to complete the ticket.
15. Enter a Subject and any Comments.
16. Attach files to the ticket by clicking the Select button at the bottom of the ticket. Select the file from the list. Multiple files can be attached by pressing the Add button, and repeating the selection process.
17. If UDEF's are not being used, click to Create Ticket button in the bottom right hand corner.
18. If UDEF's are being used, click the UDEF's button near the top of the ticket.
19. UDEF's are simply custom fields than any Cynergy Admin user can create and change. So if none have been created or they have been deactivated or they are not configured to show up, this area may appear blank. In this case, we don't have any UDEF's. If a Knowledge Center item isn't being attached, click Create Ticket. Otherwise, click Next.
20. Knowledge Center items are records created by users that contain information about common issues, solutions, Q&A, How To's, Tips&Tricks, etc. To search the Knowledge Center database and attach items to this ticket, enter the subject to be searched in the text box and click the Find It! button. To include tickets in the search that may contain applicable information, check the Include Tickets In Search box. From the list of results, check 1 or more check boxes next to a Knowledge Center item or ticket and click the Next button in the bottom right hand corner of the screen to attach the items. Give the page a moment to load then click on the UDEF's tab and click the Create Ticket buton.