How to Create a Help Desk Request

Here's how you create a help desk request:

1. On the Help Desk Request List page, click Create Request.

   The New Help Desk Request page is displayed.

2. Enter a Subject for the request.

   This is the only required field on this page.

3. From the Primary Point of Contact drop-down list, select the primary contact associated with the request.

4. Select a Queue from the drop-down list or leave blank for auto-assignment.

5. Select a Severity level.

6. From the Assigned To drop-down list, select the person to assign this request to, or leave blank for auto-assignment..

7. Select the Category from the drop-down list.

8. Select the Product Group from the drop-down list.

9. Select the Installed Base Asset from the results list after typing in at least three characters.

10. Select the Channel Type from the drop-down list.

11. Turn on the Critical switch if the request is critical.

12. In the Detailed Description field, describe the issue.

    You can insert SmartText by typing the pound sign (#) to display a list of rich-text SmartText entries, and type-ahead to progressively search and filter this list.

13. If you have files to attach to the request, you can drag and drop them from a file, or click the Add (+) icon to search and select the file to upload.

14. You can also add a relevant URL to the request. Enter the URL and then click Add URL.

15. Click Save.

    The Help Desk Request Details page is displayed.