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Raise a ticket

Report something broken or ask for help, and follow the ticket until it is fixed.

Who can do this:Everyone

Watch it done (0:28, music only, no narration). The steps below cover the same ground in writing.

Raise it

  1. Step 1: Go to Tickets and choose Raise a ticket.

  2. Step 2: Leave Type as Incident for something broken, or choose Service request when you need something.

  3. Step 3: Write a one-line Summary. As you type, OGDESK suggests knowledge articles that might already answer it.

    Open one to read it. If it fixes the problem, choose Yes, I don’t need a ticket and you are done. Otherwise choose Not quite — back to my ticket.

    Article suggestions appearing under the summary as it is typed

  4. Step 4: Describe what happened in Details: when it started, who is affected, and what you have already tried.

  5. Step 5: Set Impact (how much of the business is affected) and Urgency (how soon it needs fixing). OGDESK works out the Resulting priority from the two.

    If the problem is with a particular laptop or scanner, choose it under Affected asset. Drop screenshots or logs onto Attachments.

    The Raise a ticket form filled in, with the resulting priority shown

  6. Step 6: Choose Raise ticket. You land on the ticket, and you are emailed its number.

    The newly raised ticket with its number, state and details
Impact ↓ / Urgency →HighMediumLow
HighP1P2P3
MediumP2P3P4
LowP3P4P5

Follow your ticket

  • Tickets lists everything you raised. Choose View → Raised by me to see only those.
  • Write in the reply box and choose Post to add information. The person working on it is emailed.
  • You are emailed when it is assigned, when somebody replies, and when it is resolved.
  • If a resolved ticket is not actually fixed, open it, choose In progress under Move this ticket on, and choose Apply.

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