Ticket via a Quick Call
Specific to: Service Manager versions 2016 and later
Definition
You can enter a new incident, service request or change request using a quick call. This is a data input screen for tickets.
EndDefinition
AdditionalDefinition
This screen is used by the Service Desk to:
- Enter information on the relevant equipment or CI, requestor and recipient. The quick call can also be initialized using information from the user (requestor or recipient) or using an incident or service request template.
- Qualify the quick call by selecting the category from the catalog (incident, service request or change request).
- Describe the reason for the call and attach files.
- Access help resources to diagnose the incident such as the problem knowledge base, the known error knowledge base or news articles.
The quick call will then be managed by one of the workflows associated with the category, based on the progress of the ticket:
- The ticket is resolved. The immediate solution workflow will start.
- The ticket is transferred when its resolution requires the intervention of several technicians (redirection, escalation, requalification). The standard workflow will start.
- The ticket is put on hold while waiting for additional information. A draft is generated so the ticket can be resumed at a later time. No workflow will start.
EndAdditionalDefinition
Notes
- Rights required for creating a quick call:
- Only Back Office users can create a quick call.
- The user profile must be authorized to enable ticket creation from the search bar in order to display the + Create a ticket and + Ticket buttons.
- To create a quick call, the user must have the appropriate access rights to the MenuService Operation menu for incidents and service requests and the Service Transition menu for change requests.
- Create a quick call:
- You can use the + Create a ticket quick creation button next to the search bar. The quick call screen will display preloaded information on the logged-in user.
- You can also search for the requestor or recipient in the search field in the top banner. Next, click + Ticket in the search results. A window will appear enabling you to enter the ticket title (short description) and the quick call screen will be preloaded with information on the selected user.
AdditionalNotes
- When users are authorized to access both the Service Operation and Service Transition menus, the default category of the quick call will be Incident.
- When transferring a quick call, only authorized groups where the logged-in user belongs will be available, based on the domain of the user and the role defined in the workflow that manages the quick call.
See Group Directory > Manage authorized/unauthorized groups.
- Possible configurations:
- Add two action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template. See the procedure
- Display one of the recipient's main equipment by default using Other Parameters > {SM} Back Office quick call: Select equipment automatically.
- Format the ticket number by selecting Administration > Parameters > Auto-Inc Fields in the menu.
- Hide the window for entering the ticket title (short description) when creating the quick call using Other Parameters > {SM} Hide title when creating ticket.
- Add two action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template.
EndAdditionalNotes
CautionSLA
Caution
SLA_ApplicationRule
- 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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
EndCautionSLA
BestPractice
Best Practice
- 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: It is running by clicking the
button in the right sidebar of the form. It is performed in a slide-out window.
EndBestPractice
Menu access
- (1) Search for the requestor/recipient in the search field in the top banner > + Ticket
- (2) Quick creation button + Create a ticket in the top banner if the requestor/recipient is the logged-in user
Screen description
ObjectNumber
Number: Automatically generated number of the object when it was created.
- To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
CreationDate
Creation Date: Date on which the current object was created.
- This is used as the start date and time for calculating SLA maximum time.
- The date is displayed in the time zone of the recipient.
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
Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
- To display the workflow associated with the object, click ? next to the Status field. Next, click
Display Related Information. The current step will be highlighted in red.
SLA
SLA: SLA applied to the current object.
SLA_ApplicationRule
- 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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Title: Short description of the ticket.
- The title is preloaded with the information entered when the ticket was created.
Category
Category: Catalog entry associated with the current object, used to run the relevant workflow.
- The catalog entries displayed:
- Must be active on the date of the quick call.
- Can be requested in the catalog.
- Cannot have a restriction on the location or department, or any restriction that includes the location or department of the requestor/recipient.
- Must be associated with the domain (or lower-level domain) of the Support person processing the quick call.
- By default, the category is the one associated with the Back Office by default field specified in the catalog.
- When running a search in the knowledge base, if you select a problem associated with another category, this will modify it automatically in the quick call if in Other Parameters, the {SM} Back Office quick call: Do not inherit problem/known error category parameter is enabled.
Description
Description: Description of the current object.
Solution
Solution: Solution to the current object.
- Update:
- In the ticket if the object can be solved immediately.
- Via the Comment field in the Action form when the object is transferred.
Use the help resources available: Search (access the full text search) and known errors
Phone
Phone: Phone number of the recipient.
Email: Email address of the recipient.
Location
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.
Alert the Asset Manager using the Notify a Change wizard:
- If you modify the user's location and if it is a final modification.
- If the equipment of the current object has been permanently moved to this new location.
Equipment
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.
CIName
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.
Note
Note: Comments on the request. You can also add images or tables using HTML tags.
ObjectNumber
Number: Automatically generated number of the object when it was created.
- To format the number, select Administration > Parameters > Auto-Inc Fields in the menu.
Origin
Origin: Method by which the current object is reported to the IT Department.
- The default origin can be modified in Other Parameters {SM} Back Office quick call: Default call origin.
Priority
Priority: Level used to prioritize the processing of objects with identical SLA target dates/times.
HyperlinkQuestionnaire
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.
HyperlinkSearch
Search: Used to run a full text search in the problem knowledge base, the known error knowledge base, the history of incidents/service requests/change requests/investment requests/problems/actions/events and using other external search engines.
- Click one of the records to display its details.
- Next, click Use for Solution at the bottom of the screen to copy the description automatically to the form of the current object.
Manager
Manager: Name of the main contact person for the current object. In general, it is the first person to handle the object and decide on the outcome.
MaxResolution
SLA Target: Date by which the current object should be resolved.
- This is calculated using the start time of the current object and by applying the SLA of the object.
- The date is displayed in the time zone of the recipient.
SLA
SLA: SLA applied to the current object.
SLA_ApplicationRule
- 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. Note: 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.
- You can use the Change SLA wizard to override the SLA. If this is the case, the new SLA will be applicable.
Solution
Solution: Solution to the current object.
- Update:
- In the ticket if the object can be solved immediately.
- Via the Comment field in the Action form when the object is transferred.
Use the help resources available: Search (access the full text search) and known errors
Status
Status: Current status of the current object, automatically updated via the steps of the workflow.
- To display the workflow associated with the object, click ? next to the Status field. Next, click Display Related Information. The current step will be highlighted in red.
Category
Category: Catalog entry associated with the current object, used to run the relevant workflow.
Phone
Phone: Phone number of the recipient.
TimeLeftSLA
Time Left (SLA):
Urgency
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.
- You can select the level using its name or quickly using its code.
- Urgency and impact are used to determine the priority of the 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.
EndProcessesCommonFields
Department
Department: Department of the current object.
- By default, it is the department of the recipient.
Urgency
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.
- You can select the level using its name or quickly using its code.
- Urgency and impact are used to determine the priority of the 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
Impact: Level of the current object's adverse effects on the organization's activities.
Equipment
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.
- If the incident concerns an item of equipment promoted to CI in the CMDB, the CI field will automatically be updated if it has not been specified.
- If the field is not specified, it will automatically be loaded with the value of the CI Name field of the selected service.
CIName
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.
Action buttons
Declare Major Incident: Used to create a news article to inform users of a major malfunctioning related to the current object.
Also see the Report Major Incident wizard
- The new news article will automatically be displayed in the list, prefixed by the
icon.
By default, the button is not available in the quick call. To find out how to add it, see the procedure
Copy From Template: Used to initialize the quick call using a template. See the procedure
Also see the Copy From Template wizard
- You can modify the information preloaded from the template.
By default, the button is not available in the quick call. To find out how to add it, see the procedure
HyperlinkDocument
Attachments: Used to attach a list of documents to the current object and access the files.
example Error log or screenshots
- You can also access them in the Attachments tab.
HyperlinkQuestionnaire
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.
HyperlinkKnownError
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.
- If the object is qualified, this is the number of known errors defined for the category.
- If the object is not qualified, 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 the object is not qualified, 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.
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.
- You can select another group only from authorized groups where the logged-in user belongs.
- 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 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.
News Articles: List of news articles with the same category as the current object.
- News articles linked to a major incident are prefixed by the icon. Other news articles are prefixed by the
icon. - If the selected news article has the same category as the object, the description is automatically copied to the Solution field.
- When you select a news article related to a major incident:
- The quick call will be saved.
- The incident will be managed by the workflow of the major incident. Its status will be Related Incident.
- In the form of the major incident, the Related Incidents tab will be updated.
Procedures and Wizards
How to create a ticket
CreateTicket_StepSelectUser_Procedure
Step 1: Create the quick call
Using the quick creation button
1. Click + Create a ticket in the top banner.
The quick call screen will open. The Recipient field will be preloaded with information on the logged-in user.
Via a search for the requestor/recipient
1. Click the search field in the top banner.
2. Enter the first characters for one of the following search criteria: name, login, employee number, email address or phone number.
3. Press <ENTER> to run the search.
4. Hover over the relevant user and click + Ticket.
5. Enter the new ticket title (short description) and click Create.
The quick call screen will open. The Recipient field will be preloaded with information on the selected user.
EndCreateTicket_StepSelectUser_Procedure
Step 2: Enter information in the quick call
For incidents
CreateTicket_StepEntryIncident_Procedure
1. (optional) Click Copy From Template to initialize the incident using a template.
2. Select the category of the incident.
3. (optional) Generate a new news article automatically by clicking Declare Major Incident.
4. (optional) 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.
- Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.
5. (optional) Click the title of a news article if you want to use it to solve the incident.
If the selected news article is related to a major incident:
- The quick call will be saved.
- The status of the new incident will be Related Incident.
- It will be managed by the workflow of the major incident.
EndCreateTicket_StepEntryIncident_Procedure
For requests
CreateTicket_StepEntryRequest_Procedure
1. (optional) Click Copy From Template to initialize the request using a template.
2. Select the category of the request.
3. (optional) 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.
- Problem knowledge base and known error knowledge base: The most relevant articles based on the contents of the Description field.
EndCreateTicket_StepEntryRequest_Procedure
CreateTicket_StepFollowUp_Procedure
Step 3: Proceed with the quick call
1. Click below to follow one of the procedures for the quick call.
- Click the Resolve action button.
- Complete the intervention report.
- Click Finish.
- The time spent by the user is automatically taken into account.
- The workflow will proceed to the next step.
- The quick call will be saved with the status of this step.
Assign the quick call to another group or Support person
- Click the Assign action button.
- Specify the group or Support person to whom you want to assign the quick call.
Select a group instead of a specific Support person. This way, even if the Support person is absent, the action can still be performed by another group member.
- Click Finish.
- The quick call will be saved.
- The counters in the notification bar will automatically be updated for the relevant Support persons.
- Click the Save as Draft action button.
- The quick call will be saved and associated with the Processing in Progress meta-status.
- You can reopen it at any time by selecting Service Operation > Drafts > Drafts for incidents and service requests or Service Transition > Drafts > Drafts for change requests.
- Click the Cancel action button.
- The quick call will not be saved.
EndCreateTicket_StepFollowUp_Procedure
TemplateManagement_Procedure
How to manage templates
Step 1 (optional): Select the fields that should not be duplicated
1. Select Administration > Parameters > Other Parameters in the menu.
2. Select Other Parameters > {SM} Exclude SD_REQUEST fields when duplicating incidents.
3. Specify the fields you do not want to duplicate when using the template.
- Each field name must be separated using the semicolon (;).
example HOUR_PER_DAY;ESTIMATED_PERCENT_COMPLETE;BUDGET_PLANNED
Step 2: Create a template
1. Open the form of the object to be used as a template.
2. Select the Is a Template box.
3. Save the form.
Delete a template
- Open the form of the object defined as a template.
- Unselect the Is a Template box.
Step 3: Use the template when creating a quick call
1. Open a quick call.
2. Click Copy From Template to display the available templates.
The list of templates will appear.
3. Select the relevant template.
- Use the Search field to run a search in the description of objects.
- Click
to view the entire text of each description.
4.Click Apply.
The quick call will be preloaded with data from the template fields.
EndTemplateManagement_Procedure
ActionButtonsAdding_Procedure
How to add action buttons
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.
- The form editor will close.
- The action buttons will be inserted in the quick call.
EndActionButtonsAdding_Procedure
Wizards
Wizards
Accept Transfer
Link to a Project
Link Event to an Incident
Link to a Parent Incident
Link to a Continuity Plan
Link to a Problem
Link to a Change Request
Link to a Service Request
Cancel
Cancel Relation with Parent Record
Change Target Resolution Date
Change SLA
Close
Copy From Template (action button)
Declare Major Incident / Report Major Incident (action button/wizard)
Duplicate
Create Unavailability
Send Email to Requestor
Impact Analysis
End of Unavailability
Execute Script
Urgency Change
Notification for Action
Notification for Information
New Problem
New Knowledge
New Change Request
New Service Request
New Known Error
New Task
Notify Support Person
Reminder for Support Person
Reopen
Reopen and Requalify
Resolve (action button)
Availability Simulation
Place on Hold / Continue
Assign (action button)