Ticket via a Quick Call

Last modified on 2023/03/23 16:04

Specific to: Service Manager versions 2016 and later

     Open url.png See versions 2016 and earlier

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:

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.
  • Possible configurations:
    • Add two action buttons, Declare Major Incident (shortcut to the Report Major Incident wizard) and Copy From Template. Open url.png 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.
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.
        Open url.png 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.
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

          Ticket - Access.png

Screen description

          Ticket.png

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 Red star.png 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.

  • Priority is automatically calculated based on the urgency and impact of the current object.
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 World icon.png 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.
        Open url.png 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.
            Search user - Creation.png
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.

Best Practice icon.png  Use the help resources available: Search (access the full text search) and known errors

Phone

Phone: Phone number of the recipient.

Email

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.

Best Practice icon.png  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 Red star.png 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 CMDB Graph icon.png to display the CMDB graph.
  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png 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.

  • Priority is automatically calculated based on the urgency and impact of the current object.
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.
        Open url.png 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.

Best Practice icon.png  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 World icon.png 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 Red star.png 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 Red star.png 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.

  • Impact is inherited from the catalogs and can be reassessed in the ticket.
  • Urgency and impact are used to determine the priority of the object.
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 Red star.png 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 CMDB Graph icon.png to display the CMDB graph.
  • When you create a ticket for a CI associated with a critical level (indicated by Red star.png 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.

     Open url.png Also see the Report Major Incident wizard

  • The new news article will automatically be displayed in the list, prefixed by the Warning icon.png icon.

Best Practice icon.png  By default, the button is not available in the quick call. Open url.png  To find out how to add it, see the procedure

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

     Open url.png Also see the Copy From Template wizard

  • You can modify the information preloaded from the template.

Best Practice icon.png  By default, the button is not available in the quick call. Open url.png  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.

     Open url.png 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. Open url.png 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.

     Open url.png 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 Warning icon.png icon. Other news articles are prefixed by the Select ok icon.png 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

Note: Only for authorized user profiles (Enable ticket creation from the search bar right)

Using the quick creation button 

1. Click + Create a ticket in the top banner.

          Quick creation button - Creation.png

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.

          Searching bar.png

3. Press <ENTER> to run the search.

4. Hover over the relevant user and click + Ticket.

          Search user.png

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

Note: The window for entering the ticket title (short description) will not appear if in Other Parameters, the {SM} Hide title when creating ticket parameter is enabled.

          Search user - Creation.png

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 incidentWarning icon.png:

  • 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.

  • Click the Assign action button.
  • Specify the group or Support person to whom you want to assign the quick call.

Best Practice icon.png  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.

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

 Note: Date and System fields are never duplicated.

example Incident number; request number

Step 2: Create a template

1. Open the form of the object to be used as a template.

 Note: Only objects whose meta-status is Processing in Progress can be selected.

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.
        Incident Request templates.png

3. Select the relevant template.

  • Use the Search field to run a search in the description of objects.
  • Click Open eye icon.png 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

 Note:

  • By default, the Copy From Template and Declare Major Incident action buttons are not displayed in the quick call. You can add them manually.
  • Your user profile must be authorized to edit display presentations.

1. Open a quick call.

2. Switch to edit mode. Open url.png 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 Grip icon.png of the object.
  • Click and drag it to the top of the screen.

4. Click Inspector properties icon.png to open the Properties Inspector.

5. Specify the following information:

  • Alias: Click Multilingual labels icon.png 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
EndWizards
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