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 exist in Infor CRM SLX.

Note:  Security access determines the available functions. Contact the administrator for any modifications in access rights. WebViewer users can not access full functionality.

To add a ticket:

  1. Open the Insert New Ticket window:
    1. On the New menu, click Ticket.
    2. On the Contact or Account Detail view, select the Tickets tab, and then click add.png (Create Ticket).
  2. If the Account Service Information window automatically appears, or you click (Account Service Info):
    1. In the Contacts area, select the contract, the ticket must be billed to.
      If the contact is authorized to request service, 'Yes' appears in the Authorized column.
    2. In the Contracts area, select the contract the ticket must 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.
    Note: If the customer service option to automatically punch in has been set for you, then you do not need to click Punch In.
  4. Specify the information in the required ticket fields.
  5. Specify this information:
    Subject
    Specify a short summary of the problem.
    Description
    Click timer (User Date Stamp), to specify user name, the date and the time, and then specify a complete explanation of the problem. To search for a standard problem, click search_new (Find) and use the lookup.

    You can also click search_new (SpeedSearch) to see if the issue has already been reported.

    Resolution
    If the ticket has been resolved, click the timer (User Date Stamp), to specify user name, the date and the time, and then specify a complete explanation of how the problem was solved. To search for a standard problem, click search_new (Find) and use the lookup.

    You can also click the search_new (SpeedSearch) to see if the issue has already been reported.

  6. Click timer (User Date Stamp), for the Internal field to specify user name, the date and time (according to user language settings) of the comments, and the specify user comments.
  7. When all required information is complete, click save.png (Save).