Working on a ticket in the Control Desk Service Portal

After you create a ticket, you can track your work and monitor the progress of the ticket on the Ticket page.

1. In the My Open Tickets panel on the dashboard, select the ticket that you want to work with.
2. If this is the first time that you open the ticket, change the status to In Progress to indicate to other users that you are working on the ticket.
3. On the Ticket page, you can perform the following actions to edit the ticket:
   • Edit the ticket information in the Description fields. In the Description field, you can use rich text icons or keyboard commands to create rich text. For example, you can select a text string and press Control + b to make the text bold. For more information about keyboard shortcuts, see User interface controls in Control Desk Service Portal.
   • Specify an owner for the ticket in the Owner field.
   • Specify an owner group or team for the ticket in the Team field.
   • Specify a severity level.
4. To specify the date and time by which this issue must be resolved, click the Resolve By field and complete the following steps:
   1. In the calendar, select the appropriate month and date.
   2. Specify a time of day.
   3. Click Close. After you close the calendar, the Time to Resolve field displays the amount of time left until the due date that you specified.
5. Record information about the ticket and your actions to resolve it in the following tabs on the Ticket page.

   Tab	Description
   User Information	This tab displays information about the user who reported the issue. If the issue is reported by one user but affects a different user, the tab displays information about both users. On this tab you can perform the following actions: View or edit information about the user who reported the issue or the user who 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. 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 that are 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 .

6. Click Save.