Using the Ticketing System

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Using the Ticketing System

The Ticketing System is a web-based application used to input and track issues or enhancement requests for company products and the organization as a whole. This system is available to all employees through Internal Web Systems.

Document Contents

Creating a New Ticket ... 2 Navigating the Ticketing Main page ... 8 Editing a Ticket ... 10

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Creating a New Ticket

Instructions Graphics

1. Open Internal Web Systems.

2. Create a new ticket using one of the following methods:

 Method 1:

a. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing.

b. From the Ticketing fly-out menu, select Create New Ticket.

 Method 2:

a. Mouse over the Internal Web Systems drop-down menu, and highlight Ticketing.

b. From the Ticketing fly-out menu, select Ticketing Main.

c. At the top of the Ticketing Main page, mouse over the Tickets drop-down menu and select

Create New Ticket.

 Method 3:

a. In the top, right-hand corner of any page in Internal Web Systems, select Contact Us/Trouble

Ticket. The Create New Ticket

Method 1

Method 2, step c

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3. On the Create New Ticket page, select a

Request Type. Choose:

 Tools Feedback/Issues to report

bugs, request fixes, or request tool improvements.

 Service Request to have something

done that enables you to complete a task or do your job (e.g., to request an inventory item).

Note: selecting a Request Type

populates the Application/Project drop-down menu with the appropriate options for your request (see step 7).

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4. Select the priority of your request from the Priority drop-down menu.

Note: make sure you are as accurate as

possible with the priority of your request. Select:

 System Down/Affected when a

particular tool (e.g., GLR) is not functional or functioning properly, thus affecting the entire organization.

 Department or Group

Down/Affected when the request

comprises an entire department (e.g., SKP).

 Some Users Down/Affected when

the request includes some employees but not an entire department.

 One User Down/Affected when

the request is for one person.

Note: “down” refers to urgent requests

where the user cannot complete their work due to the functionality of specific tool; “affected” refers to non-urgent requests where the tool being used is still functional but requires a fix.

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7. Select the Application/Project that best relates to your request from the drop-down menu.

Note: the Application/Project

drop-down menu populates with the

appropriate options once you select the Request Type (see step 3).

Note: the options that appear in the

Application/Project drop-down menu are based on your rights and the organization you belong to. If you require additional rights, contact your supervisor.

8. Enter a brief summary of your request in the Summary field.

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9. Provide additional details about your request in the Description field.

10. Attach any documents that support your request, if applicable, by selecting

Browse… next to the Attachment field

at the bottom of the page, and then navigating to the appropriate document.

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11. Once you enter all of the necessary information, select Open Ticket.

Note: if you need to cancel your request,

select Cancel.

12. After clicking Open Ticket, verify that the Ticketing Main page opens and the new ticket displays.

Note: you will receive an e-mail verifying

the details of your request. You will also receive an e-mail when the person responsible for that tool updates the ticket status.

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Navigating the Ticketing Main page

2. Mouse over the Internal Web Systems drop-down menu, and highlight

Ticketing.

3. From the Ticketing fly-out menu, select

Ticketing Main.

4. Notice that the My tickets link is automatically selected on the Ticketing Main page.

Note: when the My tickets link is

selected, the Ticketing Main page

displays all Open and In Progress tickets. 5. Select the Filter drop-down menu at the

top of the page to sort your tickets according to their status.

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6. Select the Assigned to me link in the upper, left-hand corner to view all the tickets assigned to you.

Note: when the Assigned to me link is

selected, the Ticketing Main page

displays all Open and In Progress tickets.

Note: see step 5 above for instructions

on sorting your assigned tickets.

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Editing a Ticket

2. Mouse over the Internal Web Systems drop-down menu, and highlight

Ticketing.

3. From the Ticketing fly-out menu, select

Ticketing Main.

4. Verify that the Ticketing Main page opens.

5. Click on the My Tickets or Assigned

to me links to view all of your Open or

In Progress tickets.

6. Select the Ticket Number to open a specific ticket.

7. Verify the Edit Ticket screen opens.

Note: notice that all of the information

about the ticket displays in the

appropriate fields. You cannot change information that was previously entered; if you need to change a detail, enter the applicable information in the Request more info/Comment field (see step 10).

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8. Scroll to the bottom of the page to view the History section.

Note: this section will tell you if any

actions have been recorded for the ticket.

Note: if no additional comments or

status updates display in the History section (see the example to the right), then no action has been taken or no updates have been entered for the ticket. 9. If a ticket is no longer applicable, select

Closed from the Status drop-down

menu near the top of the page.

Note: if you are closing a ticket, you

must enter a comment in the Request more info/Comment field to explain why you are closing the ticket.

Note: you may also contact your

supervisor to close a ticket. 10. Enter additional information or

comments about the ticket, if applicable, in the Request more info/Comment

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11. If you need to add a document to support your ticket, select Browse… to the right of the Attachment field at the bottom of the page, and then navigate to the appropriate document.

12. Select Save changes when you finish editing the ticket.