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. Web Viewer users cannot access full functionality.

To add a ticket:

  1. Access the Insert New Ticket window:
    1. Click Ticket from the New menu.
    2. Select the Tickets tab, and click Create Ticket on the Contact or Account detail view.
  2. Click Account Service Info and specify this information if the Account Service Information window do not display automatically:
    1. In the Contacts area, select the contract, the ticket must be billed.
      If the contact is authorized to request service, Yes displays in the Authorized column.
    2. In the Contracts area, select the contract the ticket must be billed.
      If no contract is shown, you can still add the ticket.
  3. Click Punch In to start timing the activity for billing purposes to track your time on the toolbar.
    Note: If the customer service option to automatically punch in has been set for you, you do not require to click Punch In.
  4. Specify the information in the required ticket fields. See Ticket information fields.
  5. Specify this information:
    Subject
    Specify a short summary of the problem.
    Description
    Click User Date Stamp to specify user name, the date and the time, and specify a complete explanation of the problem. To search for a standard problem, click Find and use the lookup.

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

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

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

  6. Click User Date Stamp for the Internal field to specify user name, date and time (according to user language settings) of the comments, and specify user comments.
  7. Click Save.
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