Adding a New Ticket

Use the Insert New Ticket view to add a new ticket for a new inquiry or problem for an account. Before you add a ticket, the account and contact must already exist in Infor CRM.

Your security access determines what functions are available. Contact your administrator for any access rights changes. WebViewer users may not access full functionality.

To add a ticket

1. Open the Insert New Ticket dialog box.

• On the New menu, click Ticket.
• On the Contact or Account Detail view, select the Tickets tab, and then click the Create Ticket button.

2. If the Account Service Information dialog box automatically appears, or you click the Account Service Info button, then do the following:
1. In the Contacts area, select the contact who reported the issue.

If the contact is authorized to request service, 'Yes' appears in the Authorized column.

2. In the Contracts area, select the contract the ticket will be billed to.

If no contract is shown, you can still add the ticket.

3. To track your time, on the toolbar, click the Punch In button to start timing the activity for billing purposes.

If the customer service option to automatically punch in has been set for you, then you do not need to click the Punch In button.

4. Complete the required ticket information boxes.
   
5. Complete the Details information.

• In the Subject box, enter a short summary of the problem.
• Click the User Date Stamp button, next to the Description box, to enter your name, the date and the time, and then enter a complete explanation of the problem. To search for a standard problem, click the Find button and use the lookup.

You can also click the SpeedSearch button to see if the issue has already been reported.

• If the ticket has been resolved, click the User Date Stamp button, next to the Resolution box, to enter your name, the date and the time, and then enter a complete explanation of how the problem was solved. To search for a standard problem, click the Find button and use the lookup.

You can also click the SpeedSearch button to see if the issue has already been reported.

6. Click the User Date Stamp button, next to the Internal box to enter your name, the date and time (according to your language settings) of the comments, and the type your comments.
7. When all required information is complete, click the Save button.

Related Topics

Tickets Overview