Create a New Ticket

2. Click the More Actions button on the tool bar and select New ticket for Account.

3. From the Main menu, select File > New > Ticket... Note that this option will not automatically use the selected Account - you need to use one of the Account options (the first two) for this.

•	Account - The Account is already selected since the Ticket was opened from within a specific Account.

Note: If you wish to open a Ticket for a new Account, you can click the '+' in the Account field to add a new Account.

In the box beneath the Account name, you will see a summary of the Account's Description and the Service Internal Description. You can use the Account's Internal Description in order to keep special comments regarding the service level for this customer, which should be displayed to the user whenever opening a Ticket.

In the box beneath the description, you can see a list of other Tickets which already exist for this Account. By reviewing this list before creating new Tickets, you can make sure that duplicate tickets are not created for reported issues. If you do find a matching Ticket during the process of creating a new one, you can simply double-click the existing ticket, and the new Ticket creation will be aborted and the existing Ticket's details will be displayed.

•	Contract - If no other contract was defined for the Account, the Global System Contract will be used as the default contract. At this stage, we will use the default contract to demonstrate a simple scenario.

•	Show ticket in Dispatcher - When this flag is set, the Ticket will be available for dispatching in the Dispatcher window tickets list. Note that Tickets that should not be dispatched for appointments should be set with an un-checked flag.

•	Manager - The manager is the person who is in charge of the Ticket. This is not necessarily the same person who will actually perform the work for the Ticket. Each Ticket can later be dispatched to several technicians to perform the actual work in several appointments/tasks.

•	Ticket Description - The Ticket Description should be entered in this field.

The New Ticket is now displayed with all the other Ticket details. You can now fill in the rest of the Ticket information as follows:

•	You can set a different Ticket Priority (the default is Normal)

•	You can set the Due Date for the Ticket. When the Due Date is reached, it will appear in Red.

•	In the Details Tab you can update details about the cause, source and category for this Ticket.

•

The Estimated Work Duration is there to help when dispatching. For example, when you set it to 120 minutes, and drag/drop the Ticket from the Tickets list on to the Dispatcher window, the duration of the scheduled on-site visit is automatically set for 120 minutes, rather than the default of 30 minutes.