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Creating a Maintenance Ticket

There are two ways to manually create a maintenance ticket.
  • Escalate it from a customer support ticket.
    • This is useful if a customer has sent a message reporting a hardware problem.
  • Create it from the Maintenance view.
Example of Maintenance Tickets

Escalating from a Customer Support Ticket

Example of opening a ticket in Customer Support
  1. 1.
    Navigate to the Customer Support view using the left navigation.
  2. 2.
    When you click on it, it should show a list of open tickets.
  3. 3.
    Clicking on an open ticket will show the details for that ticket.
  4. 4.
    In the top right, you can click on 'Create Ticket' to add a new maintenance ticket based on the support request.
  5. 5.
    The maintenance ticket creation view will prefill with the original report number and relevant hardware number.
  6. 6.
    You can then add in:
    1. 1.
      Description of the problem (required)
    2. 2.
      Maintenance type from a dropdown
    3. 3.
      Due date
    4. 4.
      Priority from a dropdown
    5. 5.
      Assignee
    6. 6.
      Any notes
  7. 7.
    When you save the ticket, it will be automatically linked to the hardware and the customer support ticket.

Manually creating a maintenance ticket

  1. 1.
    Navigate to the Maintenance view using the left navigation.
  2. 2.
    You can see a list of open tickets. Click Add to create a new one.
  3. 3.
    A blank form for a ticket will open. You can add in:
    1. 1.
      Description of the problem (required)
    2. 2.
      Maintenance type from a dropdown
    3. 3.
      Hardware from a dropdown (required)
    4. 4.
      Due date
    5. 5.
      Priority from a dropdown
    6. 6.
      Assignee
    7. 7.
      Any notes
  4. 4.
    When you save the ticket, it will be automatically linked to the hardware.
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Types of Maintenance Ticket
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Hardware Maintenance Support
Last modified 1yr ago