NSP Self Service portal allows End Users to submit and follow up support tickets. These tickets are submitted to the system and are assigned to agents for resolution.
In the Submit Ticket feature, different types of forms could be used based on type of Ticket.
To access this feature, put mouse over Submit a Ticket tab. The tab menu displays different ticket types, normally Request and Incident. Selecting any of these menus, displays respective form titles available as sub menus. Click a form title, to open the corresponding form. Note that if you directly click on Submit a Ticket tab or any ticket type (eg Incident or Request) then respective default form is opened. If no default form is defined the first form in order is used.
All the forms displayed here have dynamic fields defined by the administrator. Normally Ticket form contains two input fields: Subject and Description and a link to attach files. Input details in the fields and click save button to create the ticket.
An OnBehalfOf checkbox is also displayed if you have Power User permissions, i e the configuration admits the user to create ticket on behalf of someone else.
Same as Service Request form, the Incident form also contains dynamic fields. Incident form contains at least four fields and a link to attach files for reference; Select a file. The four fields are:
•Subject: Subject for the Incident.
•Description: Description for the Incident.
•Urgency: This defines the urgency of the Incident, e g High, Medium or Low.
•Impact: Define the impact of Incident on organization, e g All users, Medium or Few users. The combination of Urgency and Impact give the Priority of the ticket.
After adding all the details in the form, click Save button to create the Incident.