Submit a Service Request Ticket
The Submit Request screen in the Service Request module is used to create service request tickets. Use the following procedure to add a new ticket in the Service Request module.
Note: The options available on this screen vary based on user permission level and the number of service request centers licensed at your facility.
1. Navigate to Service Request > Submit Request. The Service Request screen displays.
2. Select whether the request is for you, another person, or a specific asset.
Additional options are selected automatically based on whether the request type is associated with a person or an asset. For example, if you create a ticket for yourself, your location is selected by default. If a location is not defined automatically or differs from the default selection, enter the correct location in the Location section.
In this example, the service request was created for myself.
- In the Request Type section, select a request type. The available request types are narrowed as you select the new request in this section. Select whether you add a one-time or recurring request by clicking the One Time/Recurring toggle switch. Fields display based on whether the request is a single or recurring ticket.
- Optional - From the Operators drop-down, select an operator.
- After you have made the necessary entries, click the Submit Request button to submit the new ticket.
A message on the Submit Request screen confirms the ticket was successfully created.
Ticket Validation
After a ticket is submitted, several things occur behind the scenes to ensure your ticket is submitted and validated for accuracy. The following will be checked:
- Date Required
- Assign Operator
After these validations are complete, the specified operators receive the notification email.
- If you start to create a ticket, the date and time will be accurate. However, if you wait until the following day to actually submit the ticket, the date and time will no longer be valid. Therefore, once you submit your ticket with an outdated time required, the date and time will update to the current time plus the notice time set by the ticket's priority.
- The operators that are assigned to a ticket are also validated. In particular, each request verifies that any operators assigned are on the auto-assignment list and available for the task assigned. This is important because the request type may specify that the operator auto-accept. If so, the system can set the operator status to "assigned." Otherwise, the status would be set to wait, holding up your request.