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Creating Service Tickets

With Serve, creating Service Tickets has never been easier. In this tutorial, we’ll go over how to create Service Tickets in Serve, going through every field you can fill out, so you can customize and link your tickets exactly how you want. Let’s dive in!

Creating Ticket Manually

Opening Serve

On the Symphona main page, open up Serve by clicking on Serve on the left column and then clicking Service Tickets.

This will open up the Service Tickets page, where you can:

Create Service Tickets
View all created Service Tickets and details such as:

Status
Priority
Ticket Tasks
Assignee
Due Date
Resolved On
Created On
Created By

Creating a Service Ticket

Once you’re on Serve, click the Create button on the top-right to open the Create Service Ticket menu.

Here’s what you can fill in when creating a Service Ticket:.

Ticket name: you can enter the name of your ticket here
Description (optional): provide some information about the ticket
Attachments (optional): provide attachments within the ticket
Ticket type: choose what ticket type your Service Ticket is. Default options within Symphona include Service Ticket and Test Ticket, but you can set up your own ticket types.
Priority: choose a priority from “Lowest” to “Highest”
Status: Choose one of four statuses: unassigned, assigned, in progress, or done.
Due Date: choose a due date for this ticket
Assignee: assign a person to this ticket. You can also click “Assign to me” if you want to choose yourself

Here’s an example of a complete ticket:

That’s the information you’ll usually need to fill out a ticket. However, Symphona also provides some additional fields depending on your ticket type. These are the fields that hold information specific to this ticket.

Symphona’s default Ticket Type has these fields.

External ID
First and last name
Address
Phone Number required

These fields are useful if you want to link contact information to a ticket (e.g. the assignee, the person who submitted the bug report, the person who submitted the complaint, etc.).

Lastly, there is a Linked Items section. You can link your Service Ticket to other existing tickets or tests within Symphona. This is useful if you have tickets that are related to each other (e.g. one is a child ticket of the other).

Once you’ve filled out your information, you can click Create and Start Another Ticket if you want to make another ticket. Otherwise, you can click Create to finish creating your ticket.

Congratulations! You’ve successfully created a Service Ticket in Serve.

Creating Tickets Automatically

You can also create Service Tickets automatically from your Flow Processes. To do so, there is a Step in the Process Editor Step Library named “Create Service Ticket”. Using this Step, you are able to automatically create Service Tickets from automated Processes. This article provides more details about this option.