Quick Ticket Notes

Open a New Ticket

From Wilks ITSM app:

  • Select +New (top navigation bar)
    • Select the form associated with the type of ticket you are opening
    • Fill out the form fields (mandatory fields are marked with a red asterisk) and select Save at the top of the form

 

Assign a Ticket

From Wilks ITSM app, within a ticket:

Select Actions

  • To assign to another group or individual
    • Select Reassign Service Request
    • Select the group or individual to assign responsiblity to in the New Responsiblity field in the Reassign Service Request pop-up
    • Check the box next to Notify the new resource of the assignment
    • Add Comments as appropriate
    • Select Save at the top of the pop-up 
  • To assign the ticket to yourself
    • Select Take Service Request
    • Select OK from the pop-up dialog asking if you're sure

 

Update a Ticket

Note: 99% of the time, Update is more appropriate than Edit. Use Edit to make changes to the original fields populated during the ticket creation (typos, for example) & Update for most everything else.

From Wilks ITSM app, within a ticket:

  • Select Actions, then Update

                         or

  • Near the bottom right of the ticket, select Update
  • Change the status, add comments, report time & notify interested parties about the update you're making
  • Select Save at the top of the Update popup 

 

Close a Ticket

  • As above, while updating a ticket, select the new status for the ticket as Resolved or Closed
  • Remember to report the time you've spent on the ticket!
  • Notify interested parties that you are marking the ticket as Resolved or Closed
Print Article