How to Create a Ticket (Report an Issue)

Overview

Creating a ticket is the standard way to report incidents or technical issues to the support team. BoolDesk provides two convenient ways to initiate a ticket: directly from the user self-service portal or via the quick-action menu for analysts.

Step-by-Step Guide

1. Initiate the Ticket

You can start a new ticket using one of the following methods:

• Method A: From the Self-Service Portal (For Users) On the main home screen, locate the Report an Issue card and click on it. This is the standard method for end-users.

• Method B: From the Quick Action Menu (For Analysts) If you are working inside the system, click the plus icon (+) (1) in the top header. From the menu that appears, select Ticket (2).

2. Fill in the Incident Details

The "Report an Issue" form will appear. Fill in the necessary details to help the support team understand and prioritize the problem.

• Classification: Select the Urgency (e.g., Medium) and Impact (e.g., Only Me) to establish priority.

• Categorization: specific the Category (e.g., IT), Subcategory (e.g., Hardware), and the specific Item (e.g., Device Install) related to the issue.

• Requester: Confirm the user experiencing the issue is listed in the Requester field.

• Description: Enter a clear Subject (e.g., "Install the new 3D printer") and a detailed Description of the problem or request.

3. Submit the Ticket

• You can optionally attach screenshots or logs using the Attach a file button.

• Click Submit to finish. The ticket will be created and assigned a unique ID for tracking.