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Creating Tickets and Offers

Overview of the Offer Listing Page​

The Offer Listing Page provides users with predefined service request options, categorized into key ITSM functions. Users can browse, select, and create tickets directly from this interface.

Key Components:​

  1. Categories of Offers:

    a. Incident: Report an issue or outage.

    b. Request: Request for access, software, or hardware.

    c. Problem Management: Report recurring or major incidents.

    d. Change Management: Submit change requests for infrastructure or software.

    e. Task: Assign a task related to an existing request.

  2. Search & Filtering:

    a. search bar allows users to find specific service offers.

    b. favorites feature lets users mark frequently used offers.

  3. Ticket Creation Process:

    a. Clicking on an offer (e.g., "Incident") opens a ticket creation form.

    b. Users fill in required details and submit the request.

    c. The ticket is automatically routed based on predefined workflows.

Offer Listing Page

How Ticket Creation Works from the Offer Listing Page​

  1. User selects an offer (e.g., "Incident").

  2. A new ticket form opens with pre-configured fields from the service catalog.

  3. User enters details such as:

    a. Requested For: The user submitting the request.

    b. Category & Subcategory: Defines the type of issue/request.

    c. Priority: Low, Medium, High, Critical.

    d. Attachments: Screenshots, logs, or supporting documents.

  4. Upon submission:

    a. ticket is generated in the system.

    b. The Approval Workflow (if applicable) is triggered.

    c. The ticket is assigned to the relevant team.