Create (or Assign) a Ticket From an Alert

You can easily create (or assign) a ticket from an alert. This article explains how.

To create a new ticket from an alert:

1.  Navigate to Alerts, on the side panel (alternatively, go to Customers > the specific customer > Alerts tab). 

The alerts appear.

2.  Click on Create Ticket > Create New Ticket.

The New Ticket screen appears.

3.  Fill out the ticket form: An * indicates a mandatory field:

• Customer - Select a customer.
• *Contact - Start typing and autocomplete will help you out.
• Ticket Related Contract - the dropdown list of contracts will populate based on the selected customer/contact.
• *Ticket Title - Give the ticket a title or name (i.e. 'Print Issues').
• Select Technician - Assign a technician to work on the ticket.
• Ticket Priority - You can select the ticket priority level (Low, Medium, High or Critical).
• Ticket Impact - You can select the ticket impact (No Impact, Minor, Major, Site Down, Server Issue, Crisis).
• Ticket Type - You can select the ticket type (Incident, Problem, Request or Change).

• Enter a Ticket Description. Note: You can add any supporting Attachments by clicking Choose Files.
• You can schedule the ticket to go live at a later time, or even create recurring tickets by checking the Scheduled Ticket box. Learn more

• The Register Ticket Creation Time counter tracks the time it took to create the ticket, and counts it towards work performed on the ticket. To disable tracking, uncheck the box

4.  Click Add to create the ticket.

The new ticket is added, and appears on the Tickets page. 

 Note: You can also set automatic ticket creation from alerts.

To assign an alert to an existing ticket:

1.  Navigate to Alerts, on the side panel (alternatively, go to Customers > the specific customer > Alerts tab). 

The alerts appear.

2.  Click on Create Ticket > Assign Existing Ticket.

The Select Ticket screen appears.

3. Enter/select the ticket you wish to assign, and click Apply.

The alert is now assigned to the ticket.