Ticket Quick Entry

There are several options for creating Service Tickets in Duet. The quick entry option is available from the Service Desk section.

service _menu

When you select this option you will start the ticket creation process. The data required will depend on how your system has been configured the the admin user.

See Company for further information.

In this TSS example company setup, the ticket first requests the selection of a Ticket Type.

You can scroll the lists or use the Search Tool to help you locate items.

Select a Ticket Type

You can tap the ticket type you require or use the icon to select. ticket_type

Next select the Customer. that the new ticket relates to.

You can tap the customer you require or use the icon to select.

Select a Customer

customer_select

Next select a Customer Location (if used)

Select a Location

Customers are linked to Locations.

If multiple locations are available for the chosen customer, a list will be displayed. If the customer has only one location this step will be skipped.

You can tap the location you require or use the icon to select it.

Next select a Problem Type to describe the nature of this ticket.

Select a Problem Type

problem_type You can tap the problem type you require or use the icon to select it.

New Service Ticket

Ticket Raised Section

service_ticket

Based on the previous selections, you can now start to add detail to your new service ticket.

Raised By

This will be your name as the ticket creator.

Allocated To

This will be added by the system when this ticket is saved based on the default Allocate To settings in the chosen Ticket Type.

See Ticket Types for further information.

Ticket Type

The chosen Ticket Type.

Priority

You can set the Priority of the ticket using the icon. Choices are Low, Medium and High.

Priority can be used to sort and filter tickets.

Problem Type

The chosen Problem Type.

Problem Description

Enter the description of the problem or work to be done.

Assets

System will display any Assets that exist for chosen Customer and Location.

If this ticket relates to any Assets you should select them using the icon next to the asset line. ticket_assets

Tick the assets that relate to this ticket.

You can select as many as needed. for example, if this is a planned maintenance call to service 20 fire extinguishers, tick the ones to be included on this ticket.

If this ticket is for an asset that is not currently registered to this customer or location and you want to record its details while creating the ticket, you can use the icon to add and attach the asset record now.

See Assets for further information.

Attachments

If there are any documents, photographs or a screen capture that relate to this ticket you can add them here using the icon. The icon will list any items currently attached for you to view.

Ticket Customer & Analysis Section

service_ticket This section displays information for the customer selected. You can add details specific to this ticket such as contact information.

Customer

The customer related to this ticket. You can use the People icon to insert contact details from the location record or the icon to select from a list.

The icon allows creation of a new customer record.

See Customer for further information.

Contract

If there is a Service Contract in place for this customer it will be shown here. Use the the icon to view contracts.

See Contract for further information.

Customer Reference

Enter any specific reference from the customer. For Instance a purchase order number.

Locations

Known locations for this customer will be displayed. You can use the icon to select other locations for this ticket.

The icon allow a new location to be created.

Locations are part of the customer record section.

See Customer for further information.

Contact Name

Customer contact name. Can be selected from the location or input manually.

Contact Telephone

Customer contact telephone. Can be selected from the location or input manually.

Contact Email

Customer email address. Can be selected from the location or input manually.

Ticket Milestones Section

Based on the customer and contract settings.

This ticket will set some limits for key actions to be performed.

As the ticket progress through the system these dates and times will be updated.

This information forms the basis of any SLA (Service Level Agreement) you have with the customer.