Creating an issue

DMF

141301 HELPDESK ISSUES NEW or 142601 HELPDESK SIMPLIFIED ISSUE NEW

An issue can be created from the + Issue button in the upper bar of any screen of the Help Desk Portal.

This option displays the following features:

Field Description
New issue

Used to create an issue from the start.

Refer to From the beginning for more information.
From a template

Used to create an issue from a pre-filled template.

Refer to From a template for more information.
From issue ...

This option is displayed only when an issue is currently opened on the screen.

Is used to create an issue from the information of the issue being viewed.

Refer to From an existing issue for more information.
1 Click on the + Issue button in the header of any screen of the Help Desk Portal.
2 Click on New issue.

The issue creation window opens.

3 In the issue creation window, specify the following fields for the Context input:
Field Description
Customer

Customer associated with the issue.

specify at least 3 characters to show validated prospects and open customers matching the search.

Note

If the customer specified is set up to be blocked from call taking (in case of an unpaid invoice on the customer or without check), a message is displayed and it is impossible to validate the creation of the issue.

For more information, refer to Setting up blocking rules.
Site

Site of the customer associated with the issue.

Select the site from the drop-down list. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.
External requester

Active contact from the customer's site.

Select the requester from the drop-down list. This list does not display gone contacts. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

The Restrict to site contacts filter at the right of the field allows you, when enabled, to filter the help list in order to only suggest contacts linked to the site specified in the Site field. When disabled, the help list suggests all contacts linked to the company without any site distinction.

To create a new contact, click on at the right of the field. For more information about creating a contact, refer to Creating a contact.
Contract

Current contract of the customer.

Select the contract from the drop-down list. This list only displays ongoing contracts for which Not seen in help desk is not checked. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

Note

If the customer of the contract specified is set up to be blocked from call taking in case of an unpaid invoice on the contract, a message is displayed and it is impossible to validate the creation of the issue.

For more information, refer to Setting up blocking rules.

If an alert memo has been specified for the selected contract, it is displayed at the top of the window but it does not block the creation of the issue. It can be specified from the Desktop Application in the simplified contract > Maintenance and penalties tab > Maintenance section > Alert memo field and/or the linked description field on the right.
Service

Service associated with the customer contract.

Select the service from the drop-down list. This list only displays services of the selected Contract and for which Not seen in help desk is not checked. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

Note

If an alert memo has been specified for the selected service, it is displayed at the top of the window.

The alert memo can be specified from the Desktop Application in the simplified contract > Services tab > clicking on the service line > Alert memo field and/or the linked description field.
Product

Product associated with the contract and the service.

Select the product from the drop-down list. This list only displays products for which both Not seen in help desk and Not seen in issue creation are not checked.

  1. If the Contract and the Service are specified, this list displays maintained products linked to the selected service.
  2. If no contract or service is selected, this list displays all products linked to customer contracts and for which Not seen in help desk is not checked.

If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

If an alert is set up for the Severity selected on the maintained product linked to the issue (from the Desktop Application > Help Desk > Maintained products > Alert on issue tab, a window will be displayed after validating the context input. This window displays the Alert message specified from the Desktop Application and allows the hotline operator to answer it. The alert will then be visible from the activity feed.
Environment

Environment associated with the maintained product.

This field must be specified only if Product managed in environment is checked in the selected Product. Select the environment from the drop-down list. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.
Type

Type of the issue.

Select the type from the drop-down list:

  1. If there is an issue type set by default on the Service and it is part of the restricted types (in case there are restricted types on the service), this default type is specified automatically.
  2. If there is no default type but the service contains restricted types, this list displays the restricted types. The restricted type with the lowest rank number and for which By default is checked (in the type setup) is specified automatically.
  3. Otherwise, this list displays all issue types set up with the selected maintained Product added as a linked product type (in the type setup). The type with the lowest rank number and for which By default is checked is specified automatically.
  4. If none of those previous conditions applies, this list displays all issue types. The type with the lowest rank number and for which By default is checked is specified automatically.

If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

Important

The state of the issue must be authorized in the setup of the selected type setup. If the status is not set up in the Authorized request statuses, the issue cannot be created.
Severity

Severity of the issue. The severity enables customers to assess issues according to importance.

Select the severity from the drop-down list. This list displays all valid severities set up on the company used for connection and the ***** company:

  1. If a severity is set by default on the Service, this severity is specified automatically.
  2. If there is no severity set by default on the service, the type with the lowest rank number and for which By default is checked (in the type setup) is specified automatically.
  3. Otherwise, the type with the lowest rank number is specified automatically.

If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.

Note

If the GMAO_DELAI_GRAV management rule is enabled, the Severity is required.
Domain, Module, Position

Domain / Module / Position of the issue.

Double-click on the field to open the list of available values. If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.
Group

Work group associated with the issue. The selected group's members own the new issue.

Select the group from the drop-down list. This list displays all active work groups set up on the company used for connection and the ***** company (Tools > Setup > Help Desk setup > Work groups > Groups and members).

The Group is specified automatically:

  • Firstly, if there is a group specified on the service line corresponding to the Product, that group is specified automatically.
  • Otherwise, if there is a group specified on the Service, that group is specified automatically.

If needed, specify one or more characters in the field to filter the values of the list. If only one value is possible, it is specified automatically.
Received on Fill in the date and time when the issue was received. By default, this field displays the date and time when the issue's creation screen was opened.
Monitor issue Check this box to automatically add the connected user in the Monitored by field of the new issue.
Revision to be corrected = Last product revision Check this box to automatically add the last revision that is linked with the product's version in the Revision to correct field of the new issue.
4 Click on Next.
5 Specify the Title and the Description of the new issue.
6 If needed, specify the custom data of the issue:

By default, no custom data is visible in the Custom data section. To add custom data to the section:

  1. Click on .
    On the left, the list displays custom data available to be added as shortcuts. On the right, the list displays custom data added as shortcuts.
  2. Drag and drop a custom data from one list to the other to add it as a shortcut or remove if from shortcuts. To add or remove all custom data at once, click on the or icon.
  3. Click on Apply.

Added custom data are visible in this section when creating other issues.

You can display all custom data and specify if needed by clicking on Next. This step is optional.

7 Click on Validate.

The issue is created and the issue record sheet opens automatically.

1 Click on the + Issue button in the header of any screen of the Help Desk Portal.
2 Click on From a template.

The issue creation window opens.

3 Click on the desired issue template.

The Context input opens with the fields pre-filled by the template.

4 Specify the fields that were not pre-filled by the template and click on Next.

Reference

For more information on the context input fields, refer to From the beginning.

5 Specify the title and the description of the new issue. If the template contains a description, this description is reused automatically for the new issue.
6 If needed, specify the custom data of the new issue:

By default, no custom data is visible in the Custom data section. To add custom data to the section:

  1. Click on .
    On the left, the list displays custom data available to be added as shortcuts. On the right, the list displays custom data added as shortcuts.
  2. Drag and drop a custom data from one list to the other to add it as a shortcut or remove if from shortcuts. To add or remove all custom data at once, click on the or icon.
  3. Click on Apply.

Added custom data are visible in this section when creating other issues.

You can display all custom data and specify if needed by clicking on Next. This step is optional.

7 Click on Validate.

The issue is created and the issue screen opens automatically.

An issue can be created from an existing issue, which means the creation form is pre-filled with the information from the existing issue. The information that is not in the creation form (for example tasks and custom data) will not be carried over to the new issue.

1 From the original issue, click on + Issue in the header then on From issue ....

The Context input opens with the fields pre-filled with the information from the original issue.

2 Specify the Group. You can also modify other fields if needed.

Reference

For more information on the context input fields, refer to From the beginning.

3 Click on Next.
4 If needed, modify the title and description of the new issue.
5 If needed, specify the custom data of the new issue:

By default, no custom data is visible in the Custom data section. To add custom data to the section:

  1. Click on .
    On the left, the list displays custom data available to be added as shortcuts. On the right, the list displays custom data added as shortcuts.
  2. Drag and drop a custom data from one list to the other to add it as a shortcut or remove if from shortcuts. To add or remove all custom data at once, click on the or icon.
  3. Click on Apply.

Added custom data are visible in this section when creating other issues.

You can display all custom data and specify if needed by clicking on Next. This step is optional.

6 Click on Validate.

The issue is created and the issue screen opens automatically.