UNE-EN 15037-2:2009+A1:2011 ERRATUM:

NOT E : Yo u c a n p o p u la t e m a n y o f t h e t ic ke t fie ld s a u t o m a t ic a lly u s in g F a vo r it e s . R e fe r t oUn d e r - s t a n d in g F a vo r it e s a n d S p e e d Co d e s.

Field Description

Alerts and Notices

If a Ticket Detail Alert was configured for the account you selected, the alert is displayed right below the sub-navi- gation bar on yellow background. Refer toEditing Account Information.

If you opened the New Ticket form from an Opportunity Detail, a note appears below the sub-navigation bar to indicate that the ticket will be associated with that opportunity.

Enter Speed Code or Select Favor- ite

If applicable, select a Speed Code or Favorite to populate some of the ticket fields. Refer toUnderstanding Favor- ites and Speed Codes.

Ticket Stop- watch

For detailed information, refer toThe Ticket Stopwatch.

Account Account Name*

Start typing the account name and select the account from the Type Ahead list or click the Account Selector icon to the right of the field to search for the account.

If you are entering a ticket for a new customer account that has not yet been entered into the Autotask CRM module, you can launch the New Account form by clicking New next to the Account Name field. The Account Type field will automatically default to Customer, and the new account will automatically populate the Account Name field on the ticket. The new contact can be selected as the Ticket Contact.

TIP:The Account Ticket History icon next to the Account Search icon lets you look up all open tickets for this cus- tomer. This can help you avoid duplicate ticket entry.

Contact Name

Select the customer Contact who reported the issue from the Customer Contact drop-down list. The drop-down list of account contacts will display only active contacts.

NOTE:If the contact is not listed, create the contact by clicking Newand specifying the information. Refer to Adding and Editing Contacts.

If you are entering a ticket for a child account, the contacts associated with the parent account are available in the drop-down list. The child account contacts are listed first, followed by the parent account contacts. Address Automatically populates when you select the account.

Source Select from the drop-down list how the customer contacted you. Ticket Information

Ticket Title* Enter a Ticket Title (character limit 200 characters). This is a required field and the naming is important for suc- cessful searches.

Ticket Descrip- tion

Enter a detailed description of the issue. Include all the information you receive from the customer.

Status* Edit the ticket Status (optional). The status of the new ticket defaults to New and you will likely want to leave it as new when entering a new ticket.

If you are using Service Level Management in Autotask to create and report on Service Level Agreements (SLAs), note that the first status change on the ticket from New will start the SLA clock rolling and hours will be tracked against the SLA. Refer toMapping Ticket Statuses to SLA Eventsfor a discussion of how this works.

Field Description

Priority* Select a ticket Priority. Be aware that if your customers are using Client Access Portal, this field will be viewed when they review their tickets.

Due Date and Time*

Enter a Due Date and Time. If a Due Date and Time is defaulted in, you are able to edit it here.

NOTE: If you are using Service Level Management and the SLA is configured to set the ticket due date you cannot edit the due date and time. It will change back to the SLA due date as soon as you save.

SLA If you are using Service Level Management, select the Service Level Agreement you would like to use on the ticket. Refer toWorking With Service Level Agreements in Autotaskfor more information.

If there is a default SLA set, it will appear automatically but you are able to select a different one. There may be a general default, or one may also be associated with a contract.

If you are editing a ticket, hovering over the SLA field will display the SLA description. Ticket Type* Select a ticket type from the following:

Service Request (default): A request from a user for information, or advice, or for a standard change or for access to an IT service.

Incident Ticket: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Problem Ticket: A cause of one or more Incidents.

For detailed information on using and managing Problem and Incident tickets, refer to"Understanding Prob- lem/Incident Tickets" on page 133.

Issue Type Using Issues and Sub-Issues provides the opportunity to generate valuable searches and reports detailing the type of issues your customers are experiencing, and they help your service organization understand the areas that create the most support requests.

Sub-Issue Type Estimated Hours

Enter the number of hours you estimate it will take to complete the ticket.

IMPORTANT!Estimated hours on tickets and tasks populate the Workload Availability report on the Service Desk Dashboard. If there is a way to estimate hours, you should do so to assist the queue managers in distributing the workload accordingly.

Assignment (you will need to select a Primary Resource, a Queue, or both) Assign To*

Queue

Select a Queue where the ticket will be stored. Resources who are members of the Queue will be able to see and review the ticket. Once tickets are associated with a queue, they retain that association even if a Primary Resource is added.

Field Description

Primary Resource

Select a Primary Resource for the ticket. The Primary Resource is the person who is respon- sible for the ticket. Only resources who are members of at least one queue will appear on the drop-down list.

Using the Filter Option

To quickly find a resource, filter the Primary Resource options that appear on the drop-down list using the filter option. Click Filter to open the Primary Resource Filter window:

Select the filter you would like to apply to the Primary Resource drop-down list. You can show resources for a department, workgroup, or role. When you select an option, the window closes, you are returned to the ticket, and the Primary Resource drop-down list contains only resources for the specified department, workgroup, or role.

Using the Find Resource Wizard

If you are looking for a resource with a specific skills profile, click Find to use the Find Resource Wizard. The wizard allows you to enter information on the work and will present you with a list of resources that match your requirements. For more information, refer to "Using the Find Resource Wizard" on page 56.

Role Select the role that should be used when the primary resource performs labor on the ticket. The role determines how much your company is charging per hour for billable labor.

If the primary resource has only one role, it will default in. If he or she has multiple roles assigned through Queues, the field is blank and you will need to select the role for the ticket.

When the primary resource enters time on the ticket, he or she will be able to select a different role if necessary. All roles he or she is assigned through Queues or Departments will appear on the Role drop-down list on the Enter Time window.

Secondary Resource(s)

Click the Secondary Resource Selector icon to add any Secondary Resources for the ticket. Secondary Resources are others who will perform work on the ticket or who need to track its progress.

NOTE: Workflow rules and reports will find and process data by the Primary Resource only. Configuration Item

Field Description

Configuration Item

If there is a Configuration Item associated with this ticket, search for it and add it here. Note that the Con- figuration Item must have already been added for this account (refer toTracking Customer Assets with Con- figuration Managementfor details).

You can search for the Configuration Item by Name, Serial Number, Reference Number, or Reference Title. To nar- row your search by contact, select the Show Only radio button and select the contact. If you selected a contact for the ticket, that contact displays by default in the Show Only field. You can change the selected contact. NOTE: If you add a Configuration Item that has a default billing contract, that contract will override any other con- tract associated with the ticket, for example, a default service desk contract.

Billing

Contract Select a Contract Name (optional) by clicking the icon next to the Contract Name field and selecting a contract from the window. The Contract field on the Service Desk Ticket deter- mines how the labor tracked on the ticket will be billed.

Some customers have Default Service Contracts that automatically populate tickets created for their company.

If you select a Block Hour contract, hovering over the contract name will display the number of block hours left.

Work Type* Select a Work Type by clicking the icon next to the Work Type Name field and making a selection on the Data Selec- tor. The Work Type will categorize the labor activity that will be tracked on the ticket, and will also determine if the activity on the ticket will be billable or non-billable.

Purchase Order Number

Enter a Purchase Order (PO) number or edit the current number.

The number in this field will become the default PO number for costs, expenses, or labor associated with this ticket. The PO number appears on invoices.

If a Contract is specified in the Contract field and it has a purchase order assigned, that PO number populates this field unless another PO number was manually entered. For more information, refer toWorking with Purchase Order Numbers (PO Numbers).

User-defined Fields

Populate any User-defined Fields. User-defined Fields are set up by your Autotask Administrator and capture information that is unique to your business.

Resolution

The optional Resolution field allows you to enter text specific to how the ticket is resolved. If you enter information into this field, it appears in the Resolution field on the ticket detail. If this field is empty, no Resolution field displays on the ticket detail.

You can also populate this field with data from the Summary field of a ticket time entry, the Description field of a related ticket note, or the Reason field from a ticket Completion (appears only for companies that require a completion reason).

If Knowledgebase is enabled and this ticket is used to create a new Knowledgebase article, the contents of the Resolution field appear in the Knowledgebase article. Refer toCreating Knowledgebase Articles from Tickets.

Field Description

Notify If you would like to send a Notification to anyone that this ticket was created, select the people you would like to receive a notification email. The following defaults and behaviors apply:

Account Owner: Disabled if there is no owner associated with the account. The system will remember your selec- tion and will apply it the next time you visit this page.

Ticket Contact: Disabled if there is no contact selected. If the account is a child account and the ticket contact is a parent account contact, the parent account contact selected as the ticket contact will be notified. The system will remember your selection.

Primary Resource: If you are the primary resource, this checkbox will be unselected by default. If you are not the primary resource, it will be selected by default. The system will not remember your selection.

CC Me: The system will remember your selection.

Secondary Resources: Disabled if there are no secondary resources assigned. If there is more than one secondary resource, hover over the Secondary Resources heading to see the names of the secondary resources. The system will remember your selection.

Send Email from...: Selected by default. The system will not remember your selection. For details on defaults and behaviors, refer toTicket Notification Check Box Behaviors.

In the Employees area, you can load all employees and select those you want to notify, or use one of two links to pre-select resources. "Select All Ticket Contributors" pre-selects all employees and work groups that have con- tributed to the ticket. "Recall Previous Selection(s)" pre-selects resources that you most recently selected for a ticket notification.

You can also send the email to additional contacts or resources, select a support email box from which the email will be sent, and select a message template. Refer toCommunicating in Autotask with Notificationsin the Auto- task QuickStart Guide for details.

3. Select one of the options to Save the ticket.