Using the Ticketing System

Transcription

1 Using the Ticketing System The Ticketing System is a web-based application used to input and track issues or enhancement requests for company products and the organization as a whole. This system is available to all employees through Internal Web Systems. Document Contents Creating a New Ticket... 2 Navigating the Ticketing Main page... 8 Editing a Ticket Using the Ticketing System Rev. 8/19/11 Page 1 of 12

2 Creating a New Ticket Instructions 1. Open Internal Web Systems. 2. Create a new ticket using one of the following methods: Method 1: a. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing. Method 1 b. From the Ticketing fly-out menu, select Create New Ticket. Method 2: a. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing. Method 2, step c b. From the Ticketing fly-out menu, select Ticketing Main. c. At the top of the Ticketing Main page, mouse over the Tickets drop-down menu and select Create New Ticket. Method 3 Method 3: a. In the top, right-hand corner of any page in Internal Web Systems, select Contact Us/Trouble Ticket. The Create New Ticket page opens in a new window. Using the Ticketing System Rev. 8/19/11 Page 2 of 12

3 3. On the Create New Ticket page, select a Request Type. Choose: Tools Feedback/Issues to report bugs, request fixes, or request tool improvements. Service Request to have something done that enables you to complete a task or do your job (e.g., to request an inventory item). Note: selecting a Request Type populates the Application/Project dropdown menu with the appropriate options for your request (see step 7). Using the Ticketing System Rev. 8/19/11 Page 3 of 12

4 4. Select the priority of your request from the Priority drop-down menu. Note: make sure you are as accurate as possible with the priority of your request. Select: System Down/Affected when a particular tool (e.g., GLR) is not functional or functioning properly, thus affecting the entire organization. Department or Group Down/Affected when the request comprises an entire department (e.g., SKP). Some Users Down/Affected when the request includes some employees but not an entire department. One User Down/Affected when the request is for one person. Note: down refers to urgent requests where the user cannot complete their work due to the functionality of specific tool; affected refers to non-urgent requests where the tool being used is still functional but requires a fix. Using the Ticketing System Rev. 8/19/11 Page 4 of 12

5 7. Select the Application/Project that best relates to your request from the dropdown menu. Note: the Application/Project dropdown menu populates with the appropriate options once you select the Request Type (see step 3). Note: the options that appear in the Application/Project drop-down menu are based on your rights and the organization you belong to. If you require additional rights, contact your supervisor. 8. Enter a brief summary of your request in the Summary field. Using the Ticketing System Rev. 8/19/11 Page 5 of 12

6 9. Provide additional details about your request in the Description field. 10. Attach any documents that support your request, if applicable, by selecting Browse next to the Attachment field at the bottom of the page, and then navigating to the appropriate document. Using the Ticketing System Rev. 8/19/11 Page 6 of 12

7 11. Once you enter all of the necessary information, select Open Ticket. Note: if you need to cancel your request, select Cancel. 12. After clicking Open Ticket, verify that the Ticketing Main page opens and the new ticket displays. Note: you will receive an verifying the details of your request. You will also receive an when the person responsible for that tool updates the ticket status. ***END SECTION*** Using the Ticketing System Rev. 8/19/11 Page 7 of 12

8 Navigating the Ticketing Main page Instructions 1. Open Internal Web Systems. 2. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing. 3. From the Ticketing fly-out menu, select Ticketing Main. 4. Notice that the My tickets link is automatically selected on the Ticketing Main page. Note: when the My tickets link is selected, the Ticketing Main page displays all Open and In Progress tickets. 5. Select the Filter drop-down menu at the top of the page to sort your tickets according to their status. Using the Ticketing System Rev. 8/19/11 Page 8 of 12

9 6. Select the Assigned to me link in the upper, left-hand corner to view all the tickets assigned to you. Note: when the Assigned to me link is selected, the Ticketing Main page displays all Open and In Progress tickets. Note: see step 5 above for instructions on sorting your assigned tickets. ***END SECTION*** Using the Ticketing System Rev. 8/19/11 Page 9 of 12

10 Editing a Ticket Instructions 1. Open Internal Web Systems. 2. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing. 3. From the Ticketing fly-out menu, select Ticketing Main. 4. Verify that the Ticketing Main page opens. 5. Click on the My Tickets or Assigned to me links to view all of your Open or In Progress tickets. 6. Select the Ticket Number to open a specific ticket. 7. Verify the Edit Ticket screen opens. Note: notice that all of the information about the ticket displays in the appropriate fields. You cannot change information that was previously entered; if you need to change a detail, enter the applicable information in the Request more info/comment field (see step 10). Using the Ticketing System Rev. 8/19/11 Page 10 of 12

11 8. Scroll to the bottom of the page to view the History section. Note: this section will tell you if any actions have been recorded for the ticket. Note: if no additional comments or status updates display in the History section (see the example to the right), then no action has been taken or no updates have been entered for the ticket. 9. If a ticket is no longer applicable, select Closed from the Status drop-down menu near the top of the page. Note: if you are closing a ticket, you must enter a comment in the Request more info/comment field to explain why you are closing the ticket. Note: you may also contact your supervisor to close a ticket. 10. Enter additional information or comments about the ticket, if applicable, in the Request more info/comment field. Using the Ticketing System Rev. 8/19/11 Page 11 of 12

12 11. If you need to add a document to support your ticket, select Browse to the right of the Attachment field at the bottom of the page, and then navigate to the appropriate document. 12. Select Save changes when you finish editing the ticket. ***END*** Using the Ticketing System Rev. 8/19/11 Page 12 of 12