How to create and manage service request

How to create and manage service request



Guide to Handling Service Requests

1. Access the Service Request Section

  • Navigate to the Admin Dashboard.

  • Click on the Service Requests tab.

 2. Create a New Ticket

 Step 1: Initiate Ticket Creation

  • Click on Create Ticket or Raise Query.

  • Choose the ticket type: Customer Ticket or General Ticket.

 Step 2: Enter Ticket Details

  • Ticket Title – Provide a brief subject for the issue.

  • Category – Choose the appropriate category (e.g., IT, Security, Network).

  • Severity – Select the urgency level (Low, Medium, High, Critical).

  • Team – Assign the ticket to a specific team.

  • Ticket Details – Provide a detailed description of the issue.

  • Tags – Add relevant tags for easy search and classification.

  • Attachments – Upload images or documents as reference materials.

Step 3: Submit the Ticket

  • Click on Create Ticket to finalize the request.

3. Manage and Track Tickets

Step 1: View and Filter Tickets

  • Access the list of generated tickets in the Table View.

  • Filter tickets based on severity, category, and status.

Step 2: Assign a Ticket

  • Select a ticket and assign it to the relevant team or category (e.g., IT, Security, Network).

Step 3: Update Ticket Status

  • Change the ticket status based on progress:

  • Open: New issue reported.

  • Pending—waiting for additional information.

  • In Progress: Issue being worked on.

  • Closed: Issue resolved.

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