New Help Ticket (Resource Manager)

Help desk technicians can create new help tickets when a user reports a resource item needing repair or maintenance.

Create a new help ticket from the Admin tab

Note: To enter or select cumulative limiters, click Customize View.

  1. Select Admin > Help Tickets > Track sub-tab.
  2. Click New Ticket.
  3. To identify the resource item, click Select. The Find Resource page opens.

  4. If you have physical possession of the item, select the Item submitted for repair checkbox.
  5. Select the applicable Priority and Status from the drop-downs.
  6. Enter a Summary (maximum of 255 characters).
  7. Enter Details (maximum of 1,000 characters), if desired.
  8. Do one of the following:
    To...Then...
    Update the servicing team or a team member

    Choose the appropriate selection from the associated drop-down.

    Important: If you select a servicing team but not a team member, the assignment defaults to the team head. Tickets will remain Unassigned if there is no team head or the team head is removed. When a team is deleted, Destiny converts the servicing team assignment to an Individual assignment, retaining the team member as the Individual.
    Assign a person not on the servicing team to repair the resourceSelect Individual, and then click Select to find and select a patron.
    Set a completion dateComplete the Expected Completion date field.
    Update the requester informationUse Select to find and select a different requester. Addthe Email or Phone.
  9. I
  10. Click Save.

A help ticket is created and a number automatically given. The help ticket appears as follows:

If you… Then…
Assigned a technician and the ticket status is Open It appears in the Open section of the Track sub-tab.
Assigned a technician and the ticket status is Pending It appears in the Pending section of the Track sub-tab.
Did not assign a technician and the ticket status is Open or Pending The ticket appears in the Unassigned section of the Track sub-tab.