Create a Ticket Manually

Prerequisites

• Ticket Management Admin or Ticket Creator role
• At least one resolving group has been created: Groups

Procedure

1. Call up the Task Tracking > Ticket Management menu.
2. Click in the header.

   

3. In the Create Ticket dialog window, select the domain for which a ticket is to be created from the Domain drop-down list.

   If additional properties are defined for the selected domain, they are displayed in the dialog window next to the Domain field.

4. If available, enter or select domain-specific properties.

   Select the settings for the Nexeed Condition Monitoring domain in the following drop-down lists:

   • Equipment
   • Device
5. Select Ticket type:
   • INCIDENT:
     In the Severity drop-down list, select the severity for the ticket.
   • PLANNABLE (plannable task):
     In the Processing time field, specify the date and time by which the ticket must be resolved.
6. Enter a Title for the new ticket.
7. Select Resolving Group.

   The Resolving Group to be selected must have been previously added in the Access Management > Groups menu and assigned to at least one user.

8. Select a Delegation Resolving Group.

   The Delegation Resolving Group to be selected must have been previously added in the Access Management > Groups menu and assigned to at least one user.

   If no Delegation Resolving Group is selected, the ticket is assigned to the default resolving group DEFAULT_ESCALATION_GROUP.

9. Enter a Description that explains the issue that caused this ticket to be created.
10. In the Link to resolution field, enter a link to any web page that can be accessed by the resolving group/delegation resolving group. A detailed description of complex resolutions should be documented on this website.
11. To add a file to the ticket, click Add file.
12. To save the changes, click Create.

The ticket has now been created.

The ticket is displayed in the overview if the ticket corresponds to the configured filters in the overview.