Submit a Ticket

Use this tab to raise a ticket, request, or change whenever you encounter an IT-related issue with your system or assigned asset. When you click on it, a pop-up form will appear with your name and email address pre-filled.

Select Type

Choose the type of record you want to create — Ticket, Request, or Change — based on the issue you are reporting.

Based on the selection, follow the table below for more details:

Ticket

Ticket Details | Basic Details

Label	Action	Description / Example
Select Template	Select from the drop-down.	Templates are predefined forms designed for specific types of submissions, helping requesters avoid manually filling out every field. Example: “Outlook Access Issue Template”
Service Category	Dropdown	Choose the relevant service area for your issue. Example: IT Support → Application Support
Service Classification	Dropdown	Select a more specific classification of the issue. Example: Email Services → Authentication Issues
Location	Dropdown	Choose your office/work location. Example: Head Office – Bengaluru
Summary	Text field	A short headline describing the issue. Example: “Outlook not syncing emails”
Impacted Asset	Search & select	Select the device affected by the issue. Example: APPLE IMAC PRO INF-190
Description	Text area	Provide detailed information about the issue and symptoms. Example: “Outlook displays ‘Disconnected’ since morning; unable to receive emails.”
Attachments	Upload	Attach screenshots or logs for better understanding. Example: Screenshot of Outlook error message

Request

Request Details | Basic Details

Label	Action	Description / Example
Service Category	Dropdown	Define the type of service you are requesting. Example: Hardware Support → Hardware Upgrade
Service Classification	Dropdown	Select a specific request type under the category. Example: RAM Upgrade
Location	Dropdown	Select your service delivery location. Example: Head Office – Bengaluru
Summary	Text field	Short title summarizing your request. Example: “Request for 16GB RAM Upgrade”
Description	Text area	Provide more details on what you need and why. Example: “System performance is slow while using design tools; request RAM upgrade from 8GB → 16GB.”
Attachments	Upload	Add requirement documents, approvals, etc. Example: Manager approval letter (PDF)

Change

Change Details | Basic Details

Label	Action	Description / Example
Select Template	Optional	Templates are predefined forms designed for specific types of submissions, helping requesters avoid manually filling out every field. Example: “Server Patch Update Template”
Service Category	Dropdown	Select the service that needs the change. Example: IT Services → Software Support → Server Infrastructure
Service Classification	Dropdown	Defines the specific classification of change. Example: VPN Server Configuration
Summary	Text field	Short title describing the change requirement. Example: “Update VPN Routing Profile for New Client Network”
Description	Text area	Provide a detailed explanation and technical context. Example: “Need to update VPN configuration to support newly added client subnet for remote employees.”
Due Date	Select from the calendar	Choose the planned completion date for the change. Example: Dec 25, 2025
Change Type	Dropdown	Options Available: Major, Minor, Standard, Emergency, and Retrospective. Example: Standard
Risk	Dropdown	Defines the level of potential impact. Example: Low
Priority	Dropdown	Defines the urgency of the change. Example: Medium
Change Manager	Dropdown	Select the approver responsible for the change. Example: Alex Carry
Reason for Change	Rich text field	Provide business and technical justification. Example: “Required to integrate new client network and avoid VPN access failures.”
Attachments	Upload	Add rollout plan, rollback plan, or supporting documents.Example: Updated routing configuration document

Report By

Use this field to enter the name, email address,and contact number of the technician who assisted or guided you while submitting the request.

After filling in the details, click Save to submit the request. The appropriate technician will then be assigned and will begin working on your issue.