How to Create a Helpdesk Ticket

Steps

1. Wherever you are in Dream™, you can create a new ticket by clicking Create Ticket next to the search bar.
   

   

   1. If you are on the Tickets page a second create ticket button can be seen, but these are functionally the same.

2. Populate all relevant Helpdesk ticket information
   

   

   1. Required Information:

      1. Ticket Description: What is the issue that the ticket is trying to resolve?

   2. Optional Information:

      1. Ticket Name: This can be anything from "Broken Screen" to "Sarah's Broken Laptop", whatever helps you find the ticket later.
      2. Associated Asset: Add any device tied to the issue request
      3. Associated Person: Who is being impacted by this issue?
      4. Building: Where is this request coming from?
      5. Category: What type of request is this?
      6. Assigned Agent: Who will be the next person to address this request?
      7. Images: Add spporting or required images to the helpdesk ticket

   3. Does this Ticket need a Repair?

      1. For tickets that will require repair you can click Requires Repair to add it to the Helpdesk ticket immediately. If you aren't sure, or if the ticket is not a repair request you can click no Repair required.

3. Click Create Ticket