Created by Techician

This guide outlines the process for a technician to create a ticket on behalf of an end user. This method is particularly useful when the end user cannot access their email or self-service portal, such as when their laptop or desktop won't power on. In these situations, the end user can contact a technician or service provider within the organization to create a ticket for them.

Creating a New Ticket

Step 1: To create a new ticket, navigate to the Ticket Management module on the left pane and click on New Ticket at the top right corner of the page.

Step 2: In the pop-up tab, select the end user/requester experiencing the issue.

Step 3: Technicians can identify themselves in the 'Reported By' section by entering their Name, Email, and Phone Number. This ensures the requester and support team have a point of contact.

Specifying Service Area

Step 4: Enter the impact service and specify the service area the end user is having trouble with.

Step 5: Select the service classification based on the issue faced by the requester.

Step 6: Assign the ticket to the service technician working on the issue or to yourself if you're handling the problem. You can also add additional followers and relevant tags to the ticket.

Step 7: Provide a subject for the ticket and a brief description of the problem faced.

Submitting the Ticket

Step 8: Once all the necessary details have been filed, technicians can submit the ticket. If the issue is already resolved, submit the ticket as resolved. If work has started but the issue isn't resolved yet, submit it as pending. For new issues, click on submit as new.

Upon clicking submit as new, the ticket is created in the Infraon Infinity tool on behalf of the end user.

Now, a ticket has been raised for the end user stating the reason, and a corresponding technician will rectify the issue.

This is how a technician creates a ticket for an end user who is unable to access their email or the self-service portal.