Trouble Ticket Request System (RT)

Transcription

1 Trouble Ticket Request System (RT) Training Guide for Requestors Prepared by Scott Wang Edited by Ian Hayashi

2 Who are the requestors? A requestor is a designated person in the department whose responsibility is to coordinate its day-today IT operations with IT Services. Requestors have access to the trouble ticket requesting system where they can submit problems or requests in order to initiate the support process. Please your departmental support person directly if you wish to become a requestor. How to register a trouble ticket 1. Go to and click on the Register a Support Call link on the left column 2. You will be asked to enter your SFU ID and password ~ 1 ~

3 3. Once you have been authenticated successfully, you will reach the ticket submission webform 4. Complete all required fields and click Submit ticket 5. You will then receive a confirmation ~ 2 ~

4 How to view or update your trouble tickets On the same webform, you will see a link View your tickets on the top left hand corner. This will take you to the ticketing system s self service screen. Definitions Terms Tickets Owners Requestors Explanations Tickets are the various requests, problems, questions, projects, etc. that have been submitted for work and resolution. Owners will work on tickets. Owners are essentially technicians. These are the people who are responsible for the troubleshooting, coordinating, and/or escalation of tickets submitted by the requestors. The terms owner and technician may be used interchangeably throughout the document. Requestors are people who submit the trouble tickets. General Navigation (View) Open tickets: See a list of tickets for your department that have not been resolved or closed Closed tickets: See a list of tickets that have been resolved and closed #: An auto generated reference number for a ticket Subject: A short description of your trouble ticket Status: There are six different types of statuses: o New: A ticket has just been submitted and created. No work has been done and no owner assigned. Ticket has not been touched yet o Open: A technician has viewed and owned the ticket. Work is in progress o Stalled: Due to circumstances beyond the owner s control, the ticket is not being worked on. Ticket will Open again when a reply or comment is added o Resolved: An owner has completed the work. The ticket is closed and moved into archive Requestors: The address of the person who submitted the tickets ~ 3 ~

5 Owner: There are two types of owner o Nobody: The ticket is unassigned to any technician o [Technician s name]: The ticket is assigned to a technician with his/her user ID displayed Tickets If you click on any of the links in the My own ticket screen (shown above), it will take you to the ticket screen. There are number of things a user can do in a ticket. They are explained below. This is the summary of a ticket. All the correspondences are shown under History. As a user, you can either Reply to the ticket with updated information or make a Comment in the ticket. Reply: Reply sends an to the technician, and it gets recorded in the ticket s history Comment: Comment allows you to add additional information to the ticket without an being generated to the Technicians. Technicians DO NOT see your comments Reply/Comment (Update) Use this screen to enter Replies or Comments. It looks and works very similar to composing an . ~ 4 ~

6 Status: Change the status of the ticket. Explanations on the different types of status can be found earlier in the document. Subject: You may update the short descriptions of your trouble ticket if a more descriptive title can be given. Otherwise, please do not make any changes Attach: If you have a file that you would like the technician to see, use this field to attach it with your ticket. ~ 5 ~