Request Creation

My Requests

1. To create a request, click on the New Ticket button.

   

2. Enter the following information:

   • Application - the application related to the request;
   • Request Type - the type of request;
   • Request Priority: Low, Normal, High, Urgent, Immediate;
   • Request Subject - required field;
   • Request Description - required field;
   • Attachments- attach files to provide a complete description of the request..

   

3. Click Submit.

The created request will be displayed in the general list of My Requests.

Also, the created request will be displayed in the Operator's ticket system. When editing the request (adding information, changes) by support service specialists, all changes will be available for viewing to the user who created the request.

Request fields

The Operator Team can customize selectable fields for creating a request through seettings in ticket system (e.g. Redmine).

• The Last Updated column displays the date and time of the last changes made.
• The Status column - the status of the request.

Request statuses

Created requests can be sorted by status:

Status	Description
New	new request
Queue	request is in the queue
In progress	request is being processed
Clarification required	clarification is needed
Clarification given	clarification has been provided
Rejected	request has been rejected
Closed	request has been closed

Roles and permissions

Action	Member	Admin	Owner	Operator
Viewing requests	✔ only own	✔ only own	✔ only own	✔ all requests in Location/Locations

Warning

The Operator Team has access to requests created in their Location.