Add ticket

Tickets can be created by end-users/requesters through the web portal or mobile app access, via email, or by a technician on a call with the customer. When tickets are created from email, the message's subject line becomes the ticket summary, the message body becomes the description, and the source field is set to Email.

Tickets may also be created by network monitoring systems configured to send problem reports to the system through one of the standard APIs. In the Event Management module, you can configure the event types that result in a ticket and the event resolutions that result in the ticket's closure. Refer to the events section for more details.

Infraon's Ticket Creation

Pre-requisites

To add a ticket, the below must be pre-configured:

• Requester - the user requesting the service (the user impacted by the ticket)

• Priority - priority of the ticket

• Impact Service - Service impacted by the ticket

• Service Classification, if required.

• Assignee - usually the technician assigned to the ticket. Use the 'Take it' option to self-assign.

• Followers are users who are notified of the ticket changes. Use the 'Follow' button to follow them directly.

• Tags - ticket groupings used for classification

• Process visibility - Enhancement of process visibility for service details that enable or disable the process based on the services. Process visibility in a service that is not required, like a ticket, request, change, problem, or release process, can be disabled. The process visibility feature provides control and flexibility to manage the services leading to a better outcome.

Instructions to Add a Ticket

• Go to the ticket page.

• Click on the 'New ticket' button.

If requesters have already been added, use the search option to add their names. If no requesters have been added, use the 'Add a New Requester' button. Follow the 'Requester' module for details. You can also select or add a requester from the next page.

To add a ticket, refer to the details in the below table:

Label	Action	Description/Example
Requester*	Add a new requester or search for an existing requesting requester.	Requesters are usually users requesting the service.
Ticket URL	Easily tracks the progress of requests.	Receive a ticket URL in the acknowledgment email request and visit the self-service portal to view the ticket status and any updates.
Reported by	Use the icon to expand this section. Add the reporter's name and email address, if applicable.	Reporters are users reporting the service on behalf of the requester.
Priority	Select the priority of the ticket using the dropdown menu.	Priority can be medium, high, or critical, based on the ticket's impact.
Impact Service	Select the impacted service.	If the requester's name is not selected, the impact service field will be blank. Services can be made available to selected users, to suit the organizational needs.
Service Classification	Select the classification within the impacted service	This is used when a specific service has multiple classifications. For example, if the impacted service is email, the classifications can be connectivity, email configuration, and so on. Leave this field blank if no classifications are defined.
Assignee	Select a technician to assign the ticket.	Use the 'Take it' option to self-assign it.
Email Notification	Track the Email	Email notifies the assignee about the ticket creation, our feature allows you to track whether the assignee has read the email. The pop-up notification will be automatically closed when the assignee reads the email.
Followers	Select a user to add them as followers.	Users who must be notified of the ticket or any changes to the ticket can be added as followers. Use the 'Follow' option to self-follow the ticket.
Tags	Select a tag to tag the ticket.	Ticket tags must be predefined in the 'General Settings -> Tag Management module.
Subject	Add a subject line for the ticket.	The subject line can be a short summary of the ticket. For example, Unable to sync email, Keyboard not working, etc.
Communication/Internal Note	Use the dropdown to select if the content is a part of the communication or an internal note for the technician.	If communication is selected, add the email address in the given textbox.
Message	Add the ticket description or the note to your team member in detail.
Add Attachment	Use the action icon to add an attachment to the ticket.	Attachments can include emails, screenshots, etc.
Add signature	Customize the signature	Customize signature to tickets, requests, concerns, transitions, and releases. Customize the new signature by copying and pasting any desired images or text or simply typing on a given space. Option to create multiple signatures and choose the one that meets the requirements.
IMAP and SMTP	Choose the IMAP from the drop-down	Simplified email communication with IMAP integration. Create a ticket, choose the IMAP option in the communication dropdown, and provide a subject. Once the ticket is created, easily reply to emails directly from the IMAP mailbox associated with the ticket, ensuring seamless and convenient communication.

Additional Notes:

When the requester's name is added, Infraon displays a list of past interactions. Click on the ticket ID to view ticket details.

When a ticket title is added, Infraon displays related Knowledge Base articles. If a related resolution is available, the technician can add it to the ticket Resolution and close the ticket directly.

Once all details are added, the user can choose to save it either as

• Submit as New - the ticket is saved as a new ticket (new occurring)

• Submit as Pending - the ticket is saved as pending

• Submit as Resolved - the ticket is saved in 'resolved' status.

Self-Service for Requester

Once a requester has been given access, they can access the requester's portal, raise tickets, change requests, follow up, and communicate about other tickets/requests. Read more about it at the requester Portal Help.