Clicking Campus Tools, Helpdesk, Helpdesk Tools, Quick Close Ticket provides access to a short, one-stop form that allows workers to quickly enter and close tickets for the current Helpdesk. (The current institution and Helpdesk appear on the title bar of this form.) This form is intended to be used to enter tickets that are resolved virtually immediately.
The exact fields that you need to enter will depend on which fields were entered when the this Helpdesk was designed. However, the following system-defined fields appear in almost every quick close ticket:
Requestor: 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.
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.
Resolution note: In this field, explain in plain English how the problem was solved. The explanation here should be understandable by the end user. This field is required.
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.
After entering all required information, click Submit.