1

Service Desk Project

Select the service desk incident project

 2

Service, Category,

Sub Category

Select the 'Service', 'Category' and 'Sub Category' based on the type of incident you want  to submit

Note: Select a service and click the icon '' to make the service as default service. This is the user level default service and will take precedence over project level default service

 3

Incident Type

Incident Type can be 'Incident' or 'Major Incident'. For each incident type,  incident management follows a different workflow

4

Impact, Urgency, Priority

Select the 'Urgency', 'Impact' and 'Priority' from the drop down list boxes based on how quickly you want the incident to be resolved

5

Location, Department

Set the config settings key 'Location/Department can be customized by editing the settingkey' to enable or disable the fields

6

Source

Select the mode of submission. If 'Email' or 'Phone' is selected, select the user who is responsible for ticket submission. If 'Bulk Call Submission' is selected, select the CI. Please refer to CI Details

Note: 1.Select a source and click the icon '' to make the source as default source. This is the user level default source and will take precedence over project level default source

2. If 'Email' or 'Phone' is selected, you can create a new user by clicking on the 'Create New User' icon

         7

Asset or CI

Please refer to CI Details

8

Incident Title

Type the incident title  in the 'Incident Title'

'CC Mail Id' text box can be used if the incident details needs to be copied to a person in particular

 9

Incident Description

Type the description of the incident

10

Work Group

Work group is automatically assigned to the ticket based on the work group parameters. For more details, refer Work Group. To enable automatic assignment of work group, set the config settings key 'Enable/Disable automatic workgroup updation' to 1

11

Symptoms

Enter the indication received for the incident

 12

Error Code

Enter the code to indicate severity of the incident

  13

Customer Reference Number

Enter the customer's incidents reference number (in case customer's tracking tool is used)

  14

Attach

'Attach' helps you attach any additional supporting documents that might be of any help to the support engineers

Note: 1. To specify maximum file size of attachment, change the Global Settings key value 'Max file size(MB) allowed as attachment'

2. To provide a custom path for storing attachments, enter a valid path for the 'Setting Value' of the global settings variable 'Attachments Path'. If the path is valid, attachments are saved here, else they will be saved in the 'SapphireIMS Upload Files' folder

15

Submit

Click the 'Submit' button to submit the incident. A unique identifier referred to as 'Incident ID' is generated on submitting a new incident. 

Note: You can change the config setting key value 'Direct ticket assignment after submitting the incident' to 1 for the incident to be automatically redirected  to the 'Change State' page. This option is only available for users with 'Technician' role