TrueView: How to Create a Ticket

Create Ticket

1. Choose Device Repair or Support
2. Title is a user defined field but is required to create ticket
3. Location ID of the asset. If you have created location(s) they will appear in drop down list and will populate the Return Shipping Address
4. Customer Reference is user defined field
5. Auto populated with default contact name. To update start typing in field
6. Auto populated with default email address. To update start typing in field
7. Auto populated with default account phone number if known. To update start typing in field
8. Return Shipping Address is mandatory field and will have a drop down list to select from if Location ID was not selected. To enter a new return address select Add New Address and enter address where device is to be shipped after repair.
9. If including any accessories with the repair, select yes and complete the remaining pop-up fields.

1. Search by Serial Number, Asset Tag or Add without serial number if unknown
2. If serial number is not displaying, you can Add Manually with required fields
3. Manufacturer, Model and Part Number auto populate based on entered asset serial number
4. Select product type from drop down list
5. Select Issue type from drop down list
6. If an Asset Tag ID has been assigned to this asset it will auto populate
7. If submitting attachments pertaining to the ticket you can upload
8. Enter supporting or additional information in the Issue Description field to provide our service and support team details of issue
9. Choose to add another serial number asset to this ticket or SEND when complete