Create Help Tickets (Resource Manager)

Now that service teams are set up, users with the appropriate access level permissions can create help tickets. There are several places to create a help ticket:

  • Items sub-tab: Users with the Create Help Ticket and Use Resource Search permissions can search for a resource and create a help ticket on this sub-tab.
  • My Info: Users with the Create Help ticket for self and Use Resource Search permissions can create a Help Ticket for items viewable in My Info. Users with the Create Help ticket for self permission and who are custodians can view a list of all the resources they are assigned and create Help Tickets for them in My Info.
  • Admin > Help Tickets, click New Ticket: Users with the Manage Help Tickets permission can create new help tickets when a user reports a resource item needing repair or maintenance.

No matter how a ticket is created, the required information needed is the item's barcode, summary of the problem, and a contact person.

To create a help ticket:

  1. Select Catalog > Resource Search, and search for a resource.
  2. Click Details, and then Items.
  3. Next to the resource you want to create a help ticket for, click .
  4. Enter a summary of the problem and if desired, details.
    Create Help Ticket page.
  5. The logged-in user is the default contact person. To select a different user, click Select, and then find and select the user.
  6. Click Save & Send.

A number is automatically created for the ticket. The team head can assign a team member or another individual, set a priority and status, include an expected completion date, and add notes.