Creating a ticket in Autotask

Post date: Apr 29, 2016 10:21:43 PM

How to create a ticket in Autotask

There will be situations where staff will have to create tickets manually within the autotask system, such as when a client phones with a fault.

If a person answers a phone regarding a fault, it is expected that they will collect the following Information.

Name

Company

Contact Number

Contact Email

Location of Fault (Ie. What Airport?)

Site ID of Fault (IF Known, IE. LGW1-D10)

Description of Fault

It is assumed that the user knows how to login to the system (guide available here)

How to create ticket

The easiest way is to use the create tool on the control bar at the top of the page.

Once you go over the plus symbol a range of options will be presented.

We need to select Service Desk -> Ticket.

*please note that you may not have all of the options specified.

This will open the new ticket screen in a new window.

Filling in the required information

You need to start by typing the company name.

The system should automatically show the name and allow you to select the correct one.

The Customer Contact

Next you need to select the contact that you are talking to

You can either select the contact for the company from the drop down, or add a new one (which opens in a new window)

The fields required are (as highlighted)

Firstname

Lastname

Phone Number or Mobile Number

EmailAddress

Once you are done click save and close.

The new user will automatically appear in the Contact Name Field.

Filling in the ticket details

Ok, so we need to fill out the ticket details to give us enough detail to be able to resolve the fault.

Title: This needs to be a basic breakdown of the reported Fault, make sure you get the location, site code and basic description of the fault ie.Gatwick Airport - LGW1-850 - Blank Display

Description: This needs to go into a bit more detail, like since when the fault occurred and any additional detail ie. Display was reported blank by Gatwick airport at approx 10am,

Status: Leave this as new, as we are creating it and haven’t looked at it yet.

Priority: You need to select the priority of the ticket as per our standard SLA definitions

Critical: The fault affects an entire site (such as multiple units off, or server outage)

High; A single display is fully off and not display anything

Medium: A single display is having some sort of fault, but still displaying content.

Low: A general request has been made, or it is a basic cosmetic issue (such as could you possibly have a check, or requires a clean)

Ticket Type:

Service Request -

Incident

Problem

Change Request

Alert

Issue Type:

Sub Issue Type:

SLA: Leave this on the default setting.

Queue Assignment

Of the ones in the list, there are only a few that you will ever select.

Content - For all tickets, issues and enquiries relating to content.

Technical - For tickets that have a remote support element that should be solvable remotely

Maintenance - For tickets that would need to be solved as part of a maintenance visit

Helpdesk - For ALL other faults / issues, and if you don’t know what category this fits in.

Assigning the asset

OK, so if the fault is against an individual display / site / location, we need to refer the ticket to the asset. If this isn’t the case then skip this step.

We are interested in the Reference Name in the bottom right, if you start typing the site location from scratch, the system will automatically try and find the asset. Ie. LGW2-850

You can also open the asset list to do a general search using the button circled in red.

OK, we don’t need to fill out the rest of the ticket, so you just need to save the ticket:

Save -  This will save your created ticket and open it.

Save & Close - This will save your created ticket and return you to your previous screen

Save & Enter Time - This will save your created ticket and allow you to enter the time worked on the ticket

Save & Add Note - This will save your created ticket and allow you to add a note (ie. communication internally or to client)

Save & Create New - This will save your created ticket and open this window again to create another