Creating a Ticket in the Technician Client

Important Note

You can use the technician portal to create tickets for your customers; however, encourage customers to submit tickets through the customer portal. The more customers use the customer portal, the fewer tickets we have to create for them, and the more likely they are to find answers in our knowledge base.

On a related note, do not use the technician portal to create tickets where you are the requestor. If you are the requestor, you must also use the customer portal. The main reasons are:

  • Submitting through the customer portal automatically applies the correct form for service offerings with customized forms. Also, the ticket submission form is much simpler.
  • The ticket is automatically assigned to the responsible team.
  • Information about the service you’re requesting is more readily available in the customer portal, including important notices you may need to be aware of.

Process

Techician Portal Home Page. Tag icon on University IT Tickets tile.

  • Click UTD Incident Form.

UTD Incident Form located under the University IT Tickets tab.

UTD Incident Form Details

  • Requestor: Set as the customer/user on the ticket.
    • You can search their name, Net ID or UTD ID.
  • Department: The department should be set automatically.
    • If it is not, set it to “UT Dallas” or whichever department is applicable.
  • Preferred Contact Info.: Optionally add any other users relevant to the ticket as additional contacts.
  • Source: Set the ticket source to its appropriate method. 
  • Service: Services are nouns – typically specific applications, servers, or concepts.
    • Click the Blue magnifying glass to pull up a list of all services.
    • If you do not know what service to use, you can search the Service Catalog or the Services A-Z page.
  • Service Offering:  Service offerings are verbs describing actions pertaining to service.  
    • Most services have at least two offerings:
      • Report an Issue: Select this when something is broken or not working correctly (i.e., we need to fix something).
      • General Request / Help: Select this when the user has a question, needs assistance using the service, or wants to make a request that does not otherwise have an applicable service offering.
    • Many services have other offerings that are more specific in what they represent. Use your judgment to select the most relevant one.
  • Subject, Description and Attachment: Used the information received to set the subject, description, and add any attachments available (optional.)

Ticket Management Details

  • Status: Feel free to change this drop-down as you’re creating a ticket.
    • If you start work immediately, set it to In Process.
    • If the work is already complete, set it to Resolved.
  • Assign To: You can assign the ticket to a group or an individual.
  • Impact: Select the appropriate impact based on the number of users affected.
  • Urgency: This is a subjective measure of how important the ticket is.
  • Priority: This is automatically calculated based on the above two fields.
  • Click Save once you've fill out all the fields.
    • You will be given the option to view the ticket you just created.
  • Select Add Time to enter the time you've spent on creating this ticket and/or troubleshooting.
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