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.
Ticket Tasks
To reach them, press the Ticket Tasks near the top of the page. Ticket Tasks are all additional tasks needed to complete in order to complete the main ticket. There are two types of tickets tasks:
- Approval - something needs approval to resolve a ticket
- To Do - something needs to be done to resolve a ticket
Ticket Tasks include:
- Name
- Description (Optional)
- Type
- Associated Service Ticket
- Assignee
Here you can manually create or view a Ticket Task the exact same way you view Service Tickets.