You can set any of the header fields of a new ticket when it is New or when you Edit the ticket.
Creating New Tickets Within Vorex™
Select the Service Desk > Tickets page.
Click New.
You can pre-populate field values in the header of the ticket by selecting a ticket template using the From Template drop-down list.
Enter the following in the Ticket Details > Customer Info panel.
Client
Site
Contact
Contact Phone - Defaults to the selected contact's phone number.
Contact Email - Defaults to the selected contact's email.
Source - The default source is maintained using the Admin > My Company > Service Desk Settings tab.
Enter the following fields in the Ticket Details > Ticket Properties panel.
Ticket Type
Issue Type
Sub-Issue Type
Service Contract - The contract selected will determine how the labor is tracked on this ticket. If there is a default contract for tickets, it will automatically appear in this field. The default service contract are created using the Finance > Contracts page.
SLA - Displays the default service level agreement, if one is set, and allows you to assign one.
Work Type
Enter the following fields in the Ticket Details tab.
Ticket Title - A one line summary. Used to search tickets by title.
Ticket Priority
Status - New, Waiting for Customer, In Progress, Escalated, Assigned, Completed, Customer Responded. Defaults to New. Customize using the Admin > Service Desk Settings > Ticket Statuses page.
TTR - Estimated time to tesolution, in hours or minutes.
Details - Enter expanded description of the support issue.
Primary Assignee - The primary employee assigned to work this ticket.
Open Date - The date/time this ticket was created.
Queue - Assigns a ticket to queue. Employees assigned to a queue will see tickets assigned to the same queue displayed on their Home > My Queues page.
Due Date - The date/time the ticket is scheduled to be resolved.
Secondary Assignees - One or more employees also assigned to work this ticket. Secondary assignees can enter time and notes.
Affected Hardware Asset - Identifies a hardware asset affected by this issue. Records of a client's hardware assets are maintained using the Service Desk > Asset Management > Hardware Assets page.
Affected Software Asset - Identifies a software asset affected by this issue. Records of a client's software assets are maintained using the Service Desk > Asset Management > Software Assets page.
Select or Drag and Drop Files - Select files to attach to the ticket.
Click Save. See the following topics to maintain existing tickets:
