Top menu bar and incident information pane
Top menu bar
Up and down arrows - scroll to the previous/next request
Resolve incident - close the request when complete
Update/Save - not sure what the difference is here - but if you make any changes be sure to click one of these
Three dots - opens a menu to allow you to email a participant not otherwise included on the ticket
Slider - choose fields (all are auto-chosen)
Heartbeat - jumps to the activity sream
Paperclip - allows you to upload an attachment
Hamburger - a menu with a lot of options we don’t use
Less than - go back to your queue
Incident information pane
Number - automatically assigned
Caller - who made the request
Primary role - relates to the requestor
Contact type - the medium used to submit the request
State - if the request is not closed/resolved, the options available only relate to an active/open ticket. You can adjust to your needs.
Business service - leave blank
Configuration item - leave blank
Category - always Registrar
Subcategory - coming soon
Opened - timestamped
Updated - can be edited, but leave the automatic timestamp
Opened by - not editable
Short description - update to include initial of first name and last name (“S. Student”); do not include ID numbers here
Urgency - not currently in use, but may in the future
Impact on workflow - not currently in use, but may in the future
Priority - not editable
Assignment group - always Registrar
Assigned to - choose a name after clicking the search button
Building, Room, and Business phone - relate to the caller; if blank I enter remote
Mobile phone - enter if needed
Time worked - need to observe this field
Due date - not currently in use
Service tab - not currently in use (please avoid for now)
Activity stream
Tabs at a glance
Notes - related notes and communication
Related records - allows us to link related/duplicate tickets
Closure information - information about the closure
Task SLAs - not currently in use
Notes
Watch list
A list of watchers. They will receive notifications of Additional comments. If the caller is “Guest” add their email address to the Watch list.
Work notes list
A list of users who receive notifications of Work notes. Do not add callers to this list.
Comments/Notes
Comments/notes are used to log work done on a request. It gives anyone else working the ticket an indication of the actions already taken.
The default is “Additional comments”. The caller (if not “Guest) and anyone in the Watch list will receive notifications when Additional comments are added.
Check the Work notes box to keep comments internal. Anyone list in the Work notes list will receive notifications when Work notes are added.
Closure Information
When you have completed a request, be sure to close it out using the Closure Information tab.
Select the Solved (Permanently) close code. Enter any relevant comments and click Resolve Incident. Using Update or Save does not resolve the incident.
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