You can enter a new incident, service request or change request using a quick call. This is a data input screen for tickets.

• The SLA applicable is always the most restrictive one, i.e. the one with the shortest resolution time, of the two SLAs defined respectively for the catalog category and for the SLA by priority.
• The SLA by priority is automatically readjusted when the levels of urgency and impact are modified when creating the ticket. It also takes into consideration the VIP level of the recipient.
       See the examples.

• If you are waiting for additional information, create a draft. This enables you to resume the quick call at a later time. No workflow will start and the calculation of the speed of intervention and delays will be interrupted momentarily.
• If you did not save the quick call because of a manipulation error, you can retrieve the form from Input Errors.

• You can use the help resources available:
  • Known errors: By default, the list is filtered using the category and CI/equipment.
  • Problem knowledge base: By default, the list is filtered using the location, department, category and CI/equipment.
  • Full-text search.

(1) Quick creation button + Quick Call in the top banner

or

(2) Search for the requestor/recipient in the search field in the top banner > + Ticket

Click to see the general principles for updating tabs.

Number: Automatically generated number of the current object when it was created.

Creation Date: Creation date of the current object.

• The date is used as the start date and time for calculating SLA maximum time.
• This is displayed in the time zone of the recipient.

Recipient: User associated with the current object. It can be different from the requesting person.

• When you create a ticket for a recipient user associated with a VIP level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Priority: Level priority automatically calculated based on the urgency and impact of the current object.

Status: Current status of the current object, automatically updated via the steps of the workflow.

SLA: SLA applied to the current object.

Application rules of SLAs

SLA_ApplicationRule

Title: Short description of the ticket.

Description: Description of the current object.

Solution: Solution to solve immediately the current object.

• After transferring the ticket, you can use the Comment field in the Action form.

Phone: Phone number of the recipient.

Email: Email address of the recipient.

Location: Location of the current object, enables the technician required to travel onsite to see the location.

• By default, it is the location of the recipient.

Department: Department of the current object.

• By default, it is the department of the recipient.

Urgency: Level of the current object's blocking effects on the recipient's activities, in order to determine the speed at which it must be solved.

• Urgency is inherited from the catalogs and can be reassessed in the ticket.
• Urgency and impact are used to determine the priority of the current object.
• When the recipient is associated with a VIP level or when the equipment is associated with a critical level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Impact: Level of the current object's adverse effects on the organization's activities.

• Impact is inherited from the catalogs and can be reassessed in the ticket.
• Urgency and impact are used to determine the priority of the current object.

Equipment: Asset tag of the equipment concerned by the current object.

• When you create a ticket for a CI associated with a critical level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

CI Name: Configuration item (CI) related to the current object.

• Click  to display the CMDB graph.
• When you create a ticket for a CI associated with a critical level (indicated by  in forms), the urgency level will automatically be decremented by one. This means that the urgency and the priority level increase by one.

Declare Major Incident (Note: Only for an incident quick call): Used to create a news article to inform users of a major malfunctioning related to the incident.

• The new news article will automatically be displayed in the list, prefixed by the  icon.
      Also see the Report Major Incident wizard

Copy From Template: Used to initialize the quick call using a template.  See the procedure

• You can modify the information preloaded from the template.
      Also see the Copy From Template wizard

Assign: Used to assign the current object, through a redirection or escalation, to a group or group member and start the standard workflow associated with the category.

      Also see the Assign wizard

• The default group is the one defined in the workflow.
  • You can select another group only from authorized groups where the logged-in user belongs.  See Group Directory > Manage authorized/unauthorized groups.
  • The groups available are based on the domain of the user and the role defined in the workflow if in Other Parameters, the {SM} Filter list of groups by category when transferring actions parameter is enabled.
• The current object will have the status associated with the first step of the workflow.
• The target resolution date is automatically calculated using the SLA.
• The Back Office Quick Dashboard counters are automatically updated.

Resolve: Used to indicate that the current object is solved and to close it.

      Also see the Resolve wizard

• The immediate solution workflow associated with the category will start.
• The status of the current object will be the one associated with the relevant step of the workflow.
• The time spent by the user is automatically taken into account.

Save as Draft: Used to interrupt the quick call, save the form and reopen it at a later time.

• The form is saved as a draft.
• No workflow will start.
• The meta-status of the current object will be Processing in Progress.

Cancel: Used to cancel the creation of the quick call.

• No ticket will be generated.
• The form number will be deleted and can no longer be used.

Questionnaire (followed by the number of items): Used to display the standard or multi-section questionnaire associated with the current object and all related questions.

Known Errors (followed by the number of items): Used to search if there is an existing solution for the category of the current object in the known error knowledge base.

• The link is followed by the number of known errors. This is the number of known errors defined for the category, or, failing that, this is the total number of known errors in the knowledge base.
• When a known error is selected:
  • The description is automatically copied to the form of the current object.
  • If no category is entered in the form of the current object, the category of the known error will automatically be loaded, provided the Other Parameters {SM} Back Office quick call: Do not inherit problem/known error category option is disabled.
• In Other Parameters, the search can be extended to include all known error categories using {SM} Back Office quick call: Display known errors with identical category.

List of discussions which users can access based on their domain and the visibility of the discussion.

• Enter the keywords you want in the Search field and press Enter. 
• To cancel the search criteria and return to the complete list of discussions, provided you have the relevant rights, click within the box and then click .

Information on the recipient of the current object, e.g. name, function, phone number, email address, location and department.

• Update: Only the recipient and location can be modified in this tab.

List of documents attached to the current object.  See uploading and downloading documents.

Step 1: Create the quick call

1. You can click the quick creation button + Quick Call in the top banner.

2. You can also search for the requestor/recipient in the search field in the top banner. Hover over the relevant user in the list and click + Ticket.

• Enter the new ticket title (short description) and click Create.
          

1. (optional) Click Copy From Template to initialize the quick call using a template.

• Use the Search field to run a search in the description of objects.
• Click  to view the entire text of each description.
• Click Apply to select the relevant template.
  The quick call will be preloaded with data from the template fields.
         

2. Enter information in the quick call.

1. Click below to follow one of the procedures for the quick call.

Close the quick call

Assign the quick call to another group or Support person

Save a draft

Cancel the quick call

1. Open a quick call.

2. Switch to edit mode.  See the graphic interface > Tools
The form editor will appear.

3. Move the Icons object to the spot where you want to insert an action button.

• Select the move handle  of the object.
• Click and drag it to the top of the screen.

4. Click  to open the Properties Inspector.

5. Specify the following information:

• Alias: Click  to enter the name in different languages.
• Parent Key: Select the SD_REQUEST.REQUEST_ID key.
• Wizard: Click Edit and select the wizard you want.
  • Report Major Incident: HD - Report Major Incident wizard
  • Copy From Template: HD - Use an Incident or Request Template wizard
    The GUID will automatically be specified.

6. Click Apply Changes and click Close Inspector.
The Properties Inspector will close.

7. Click Save and Close to save the changes made.