Create and assign a support ticket

A good ticket gives the person resolving it the context they need on the first read. Capture the affected user, a clear subject, what happened, category, priority and any related asset.

1. Open TicketsChoose All Tickets and create a new ticket.
2. Describe the issueUse a specific subject and include what is affected, when it started and the impact.
3. Set the service contextChoose the category, valid sub-category, priority and linked asset where relevant.
4. Route itAllow a matching assignment rule to route the ticket, or assign it manually if your role and workflow allow it.