Creating tickets in the Control Desk Service Portal

When you take a report of issue, you can create a ticket that records the name of the person who reports the issue and details about it.

1. Select Tickets > Create.
2. In the Reporting User section of the Create A Ticket page, enter details about the person who is reporting the issue.
3. In the Ticket Information section, enter a brief summary for the ticket and an expanded description.
4. In the Severity field, specify the severity of the ticket.
5. Optional: To add an attachment to the ticket, complete the following steps:
   1. Click Add Attachment.
   2. In the File field, click Upload file and select the file that you want to attach.
   3. Click Add Attachment.
6. Click Submit. The ticket is displayed.
7. On the Ticket page, you can add or update information as follows.

   Tab	Description
   User Information	On this tab you can perform the following actions: View or edit information about the user who reported the issue or the user that is affected by the issue View other tickets that were reported by the user Contact information on a ticket is independent of the user record. For example, if a user is off-site and wants to be contacted on a different phone number, you enter the off-site number here, and it does not affect the phone number on the user record.
   Activity Log	On this tab you can perform the following actions: Create comments that describe the work that you perform to resolve the ticket Review details about the events and comments that are associated with the ticket To add a comment to the Activity Log, complete the following steps: In the Activity Log panel, click Add Comment. In the comment box, enter the information that you want to record about the ticket. When you enter a comment, you can use rich text icons or keyboard shortcuts such as Ctrl + b to create rich text. To allow users to view this comment in the Self Service Center, click Viewable by user . This button functions as a toggle switch; to remove a user's ability to view the comment, you can select Not viewable by user . Click Done to add the comment to the activity log.
   Attachments	On this tab you can perform the following actions: View attachments associated with the ticket Download attachments Add an attachment Delete an attachment To add an attachment to the ticket, select the Attachments tab and complete the following steps: Click Add Attachment.. In the File field, click Upload file and select the file that you want to attach. Click Add Attachment. To download an attachment, click the file name. To delete an attachment, click .