Self-Service Home Page › Work with Incidents or Requests › Create an Incident or Request

Create an Incident or Request

From your home page you can create incident or request tickets.

Note: Depending on how your administrator has configured your service desk, you work with either incident tickets or request tickets (not both).

To create an incident ticket

1. Click "Create a new Incident" in the Customer Service section of your home page.

   The Search Knowledge Base dialog box appears.

2. (Optional) Enter text describing the incident and click OK to see if the knowledge base contains any information on the subject of your incident.

   Note: Cancel your search of the knowledge base if you cannot locate any useful information.

   The Create New Incident page appears.

3. Complete the fields as appropriate.

   See Incident Fields for field descriptions.

4. (Optional) Click the Attach Document button if you want to attach a file or web page link to the ticket.

   The Create New Attachment page appears.

   1. Do one of the following:
      • Click Locate File and browse to a document to upload.
      • Enter a web address in the Web Page field.
   2. Click Save.

      The Create New Incident page appears.

5. Click Save.

   The ticket is saved and your home page appears.

To create a request ticket

1. Click "Create a new Request" in the Customer Service section of your home page.

   The Search Knowledge Base dialog box appears.

2. (Optional) Enter text describing the request and click OK to see if the knowledge base contains any information on the subject of your request.

   Note: Cancel your search of the knowledge base if you cannot locate any useful information.

   The Create New Request page appears.

3. Complete the fields as appropriate.

   See Request Fields for field descriptions.

4. (Optional) Click the Attach Document button if you want to attach a file or web page link to the ticket.

   The Create New Attachment page appears.

   1. Do one of the following:
      • Click Locate File and browse to a document to upload.
      • Enter a web address in the Web Page field.
   2. Click Save.

      The Create New Request page appears.

5. Click Save.

   The ticket is saved and your home page appears.

See Also

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