Document number: 11669

 

 

Who: All departments in IT

Why: To illustrate how a ticket is to be created in CSMS

To create a standard CSMS ticket:

1. Log in to the OneWorld portal and enter IT Call Entry.
   
   
2. Click the Add button. A screen appears with a new ticket.
   
   
3. Enter the AB # and any other information you need to get the call started.
   
   
4. Go to the Caller tab to fill in these required fields:
   
   Customer Number: The AB# of the user for whom the ticket is being created.
   JDE Case Owner: The queue number of the user's home office of the user. The choices are:
   
   120110 — North America (USA & Canada)
   120102 — Latin America (LACA)
   120300 — Asia Pacific (including ANZ)
   
   Phone Number: The user's contact phone number.
   Call Type: The three available call types are:
   
   1 - Live call
   3 - Email
   9 - Voicemail
   
   Priority: The priority is either 1, 2, or 3, depending on the urgency of the issue.
   Call Status: The call status is 100 if it is being queued to another IT group. Other options are:
   
   100 - Open
   300 - Active
   301 - Reopened
   401 - Waiting for Customer Feedback
   501 - IT-Service Alert
   900 - Closed / Complete
   
   Symptoms: A brief one-line explanation of the issue.
   Reason: The code for the reason the call is being started.
   
   The large text box is called the Media Object. A template needs to be inserted and then notes must be included documenting all troubleshooting steps taken.
   
   To add a template:
   
   Click on the magnifying glass icon above the the media object.
   Click on the Template button.
   Click Find.
   
   A list of templates appears.
   
   Select the radio button of the template you want to push the "Select" button at the top.
   
   Your template is inserted into the media object of the ticket. Select the Back button to return to the main page. Once you insert the template, you can make notes about the call.
   
   
5. Click on the Select Tab: drop down menu and select the Product tab. Check the following fields:
   
   Technology: The type of technology being affected or causing the problem. If you want to pick from a list of options for any field, click the flashlight icon to the right of the field.
   Detail: An optional field used only in conjuction with certain technology fields such as "SW-RAS" to better describe the issue.
   
   
6. The next page in the list is Queue. There are only two fields, both of which are required:
   
   Queue: The Queue number for the IT group that will be working the issue.
   Provider: The AB# of the tech working the issue. This needs to be included only if the ticket is being closed, or if it is put in a status that requires a provider, such as 501.
   
   
7. The required fields on the Dates/Times tab are:
   
   Beginning Date/Time: The date and time the ticket was started, or the time a certain outage occurred. Located at the top of the ticket and visible no matter what tab you are on.
   Date/Time On Site: Te date and time a user was contacted to get an issue resolved.
   Date/Time Returned: Used only when a ticket comes in as an email or voicemail. These fields contain the Date and Time the ticket was opened to start the email or voicemail. By default, the system enter these fields with the Date and Time that the ticket was added and should not be cleared out to contain blank values on live calls.
   
   
8. On the Call Information tab, check the following:
   
   Parent Call Number: If this is a child ticket, this field needs to include the parent call number.
   Vendor Ticket Number: If the issue is escalated to a vendor, this field needs to be used instead of the Parent Call Number field.
   Action Message: In a 501 ticket, the Action Message needs to include the user group affected by the outage.
   
   
9. The required fields for the Category Codes tab are::
   
   Service: The service that is affected or causing the issue.
   Escalation Level: This value depends on how the call was or wasn't escalated. The possible fields are:
   
   1 - Help Desk
   2 - Operations
   3 - Vendor
   4 - P&D
   
   Row Description: Used only for coding a call when goverlan was used.
   Area/Office: The code for the office in which the user is based.
   
   
10. Save the ticket by clicking OK at the top of the page.

Keywords: CSMS, portal, create, ticket

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: amq 12/31/2003