Table of Contents
Overview
The Ticket Creation Wizard in the Self Service Portal provides a guided, step-by-step process for creating tickets. It ensures that all required information is captured and improves ticket quality and routing.
Prerequisites
To enable the new wizard dialog, go to Service Desk → Settings → Enable ticket creation wizard in Self Service Portal.
To enable the wizard functionality, go to Administration → Applications → Self Service Portal → Edit → Advanced → Show Wizard as Popup.
Wizard Steps
Details tab
The Add Details step is the first step of the ticket creation process. It captures the essential information required to describe the issue or request.
| Field | Description |
|---|---|
| Summary | Brief description of the issue (mandatory) |
| Description | Detailed information about the issue (mandatory) |
| Affected Users | Additional users affected by the issue (optional). The current user is selected by default. |
| Attachments | Supporting files such as screenshots or logs (optional) |
Known Issues
If there are services affected by an open major incident, the ticket creation wizard informs the user before proceeding.
Knowledge Base Suggestions
Based on the entered Summary and Description, relevant knowledge base articles are displayed. These suggestions may help resolve the issue without creating a ticket.
Select Category
In this step, a category is selected to classify the ticket. This classification ensures correct routing and processing. Use the search field to find a category or browse the available categories. Categories can be expanded to display subcategories. Category selection determines available services in the next step. For additional configuration, see Self-Service Configuration.
The default category set in Service Desk is preselected.
Select Service
In this step, a service related to the selected category can be specified. Service selection is optional; skip this step if no service is applicable.
The list of available services is filtered based on the current user and service availability. By default, only services assigned to the current user are displayed. Users can reset the applied filter to display all available services.
Starting from the Select Service step, previously entered or selected information is displayed at the top of the wizard page. This provides context and helps users review their inputs without navigating back.
Select Asset
This step allows specifying the affected assets. The list of available assets is filtered based on system rules and user assignment.
By default, only assets relevant to the current user are displayed. Users can reset the applied filter to display all available assets.
Set Priority
In this step, the priority of the ticket is defined. Select the appropriate urgency and impact level. Based on the selection, an appropriate priority will be calculated.
Review and Submit
The final step provides an overview of all entered information before submission. After Submit, the ticket is created and submitted to Service Desk.
