Clicking Campus Tools, Helpdesk, Helpdesk Tools, Enter New Ticket allows you to enter a new request ticket into the current Helpdesk. (The current institution and Helpdesk appear on the title bar of this form.)
The exact fields that you need to enter will depend on which fields were entered when the request ticket for this Helpdesk was designed. However, the following system-defined fields appear in almost every Helpdesk:
Ticket status: CNAV assigns the default status "New". Change this status if required.
Requester: Enter the name of the person for whom your are entering this ticket. If you are entering this ticket on your own behalf, leave this field blank. Note that this entry field uses a dynamic list display.
3rd party notify: Use this field only if you wish to send notifications of the status and resolution of this ticket to a third party (that is, someone in addition to the submitter and requester). This field uses the same dynamic list display as Requester.
External user: Tick this checkbox if you are entering the ticket on behalf of a user who is not strictly part of the campus community. When this checkbox is ticked, you must enter the name, email address, and phone number of the external user as well as the name of the campus person to contact on behalf of this external user.
Request summary: Enter a short text description of the request. This field is required.
Request description: Enter a longer, more detailed description of the request.
Error message: If the user is reporting a specific error message in this request, record the number and text of that error message in this field.
Ticket priority: Select a priority that accurately represents the importance of this ticket from the drop-down list.
Need by date: Enter the date by which the requester needs to have this problem resolved. Be sure to enter the date in the format mm/dd/yyyy. Note that you must enter a 4-digit year.
Estimated completion time: Use these drop-down lists to enter the amount of time (in days, hours, and/or minutes) that you estimate it will take to resolve this request.
Building: Enter the name of the building in which the problem occurred. Note that this entry field uses a dynamic list display.
Department: Enter the name of the department to which the requester belongs. This entry uses the same dynamic list display as Building.
Room number: Enter the room number of the requester.
Phone number: Enter the phone number of the requester.
Worker: Enter the person or persons assigned to resolve this Helpdesk ticket. CNAV can assign a default value (possibly a group) to this field. The Helpdesk administrator, request owner, or designated worker can then change this designation to indicate one or more workers. For each worker assigned, enter the Worker status for this ticket and the Priority/Order of this worker's task. Also, be sure to indicate a Primary worker. The primary worker is the person you want to serve as the point of contact with the user if required.
Owner: Enter the person or group who “owns” the ticket and is ultimately responsible for seeing that the problems reported are resolved in a timely fashion. CNAV can assign a default value (possibly a group) to this field. Only the Helpdesk system administrator can change this default value.
Resolution note: In this field, explain in plain English how the problem was solved. The explanation here should be understandable by the end user.
Technical note: In this field, add any high-level technical details required to solve the problem. The contents of this field may or may not be understandable by the end user. The main purpose of this field is to record any highly technical procedures for reference by other Helpdesk workers in addressing similar problems in the future.
Private note: This field is not viewable by the end user. Use this field to record information that you don't want the end user to see. For example, that the problem was caused by user error.
Category of problem: At the bottom of this screen, you will find a list of checkboxes that describe the common types of problems reported to this Helpdesk. Please select the category that most closely matches the problem being reported. Categorizing problem types allows CNAV to accumulate data and generate reports on the types of problems generally encountered, standard resolution times, etc. This data is invaluable in planning and budgeting for IT staff needs in terms of Helpdesk support.