Search for the contact to add the ticket to. All the contact records matching the information you entered as search criteria will be displayed in a tabular form with complete details.
Once you locate the contact from the list of search results, click on the contact name to view details of the contact. The Contact Information page displays complete information about the contact with the contact related functions displayed at the top of the page as links.
Click on the Create Ticket link to go to the Create New Ticket page.
The Create Ticket page consists of several sections in which you can enter the information for the new ticket.
Contact Information Section: The contact information section is displayed on the left side of the page at the top. This section is pre-filled with the information of the contact from where you initiated the ticket creation. In addition to the contact's information, it also displays a list of all tickets in the system submitted by this contact. Click on the Select Different Contact button to select another contact.
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 New Ticket will be added to the system.
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