Based on the selection in Add + menu selected form is displayed. It contains fields required to generate a new ticket. Some of the common fields are explained below:
•OnBehalfOf: Select this option to create a request on behalf of somebody else. Selecting this option displays Reported By field where you can enter the name who reported the request.
•Requester: Select requester of the ticket. This is done either by clicking the field or using shortcut key F7. Start input characters in the input field to get a dropdown list of proposed requesters due to the input. Select requester in the list. Clicking the Search icon will display a list of requesters. Select by clicking the name.
•Assignee: Select assignee to which the ticket should be assigned. This is done either by clicking the field or using shortcut key F8. Search name in the same way as Requester.
•CC: Add users to get a copy of the request. Select user from the dropdown menu. You can select several users.
•Urgency: Select urgency of the request. If request doesn’t require being resolved on urgent basis then its urgency can be selected as low or medium.
•Impact: Select impact of the request from the list. Impact defines the criticality of the effect caused by the request.
•Priority: Select priority of the request from the list. Priority is normally automatically defined based on selected Urgency and Impact.
•Category: Select Category of the request either by clicking in the field or using shortcut CTRL+ALT+K. Start input characters in the input field to get a dropdown containing proposed categories due to the input. Select category in the dropdown list. Clicking the Search icon will display a tree of possible categories. Select by clicking the category.
•Subject: Enter Subject of the request.
•Description: Add description of the request in the text box.
After entering all values, select status required by clicking arrow on the Submit as button. Select status (normally Assigned, In Progress or Pending) to create the ticket.