Finlay.worksBareBones Ticketing manual

Use

Submit A Request

How to submit a request through Service Catalog or Quick Ticket, and what each submission result means.

RC2 approved for evaluation Status: release-candidate Audience: Requester Source: c4b4d41

Submit A Request

There are two ways to submit a request. This page covers both, and what to do about each result the product gives back.

Before you start

  • Sign in. See Sign in and find your way.
  • Have a short title and enough description for the team to act on.
  • Do not put passwords, keys, card numbers, or other people's records into a request.

Choose the path

Path Use it when What it submits
Service Catalog You want to pick from a list of services, answer questions about the service, or send more than one request at once. One or more requests, each with its own result.
Quick Ticket You already know which department the request belongs to. One request.

Both paths create tickets. Neither gives you access to a department, service, or ticket you could not already see.

Quick Ticket is not always offered. An administrator can hide its shortcuts for the whole organization, and where that has been done, My Tickets, the Service Catalog, and search stop pointing at it. Customer Portal requesters never get it at all. The Service Catalog is always there.

Submit through Service Catalog

The catalog calls the final step checkout. It means submitting your list of tickets. Nothing is bought, priced, or paid for.

  1. Open Service Catalog.
  2. Narrow the list by department, category, or search text if it helps. Only services turned on for you appear.
  3. Read a service's name, department, and description. Select Add to tickets for each service you need a separate ticket for.
  4. Under Tickets to complete, open one ticket at a time.
  5. Fill in Ticket title and Tell us what you need. Answer every required question the service shows. If a project box appears, pick only a project the product offers you.
  6. Repeat step 5 for each ticket in the list. Removing a line deletes that draft. It does not submit it.
  7. Check the list. Every line should be work you actually want to raise.
  8. Select Submit 1 ticket or Submit N tickets once. Wait for the submission summary. Do not refresh or submit again while it is working.
  9. Open each created ticket, or go to My Tickets. Write down the ticket reference.
  10. If some lines failed, leave the created ones alone. Fix only the failed drafts, which stay in the list, then select Retry failed tickets once.

Your list survives while you move between Service Catalog and Quick Ticket in the same session. It is not a saved draft and does not follow you to another browser or device.

Submit through Quick Ticket

If you cannot find Quick Ticket anywhere but know the page exists, its shortcuts have probably been hidden for your organization. Ask your administrator whether requests are meant to start from the catalog instead.

  1. Open Quick Ticket.
  2. Check Department. Change it only if the request belongs elsewhere.
  3. If the request belongs to a project the product offers, pick it. Otherwise leave it blank.
  4. Fill in Ticket title and Tell us what you need.
  5. Read Confirm the one-ticket handoff and correct anything wrong.
  6. Select Create ticket once and wait for the ticket page.
  7. Note the ticket reference and current status.

What each result means

Each ticket you submit gets one result. Created tickets leave the list. Failed ones stay so you can correct them.

Result What happened What to do
Created The ticket exists. Note its reference. Follow it in My Tickets.
Validation failed Something in that ticket is missing or not accepted. Fix the field the product names on that line, then retry that line.
Not permitted You do not have permission to submit into that department or service. Do not pick a different department to get around it. Ask the person who manages your access.
Product use blocked The product's licence state stops tickets being created. Keep the draft. Tell your system administrator. You cannot clear this yourself.
System failure The product could not finish the request. Check My Tickets first in case it was created. If it was not, retry that line once.

The product records these five results internally as Created, ValidationFailed, AuthorizationFailed, ProductUseBlocked, and SystemFailed, in the same order as the rows above. If one of those words appears on screen or in a support reply, read the matching row.

Do not resubmit every line after a mixed result. Retry only the failed ones.

If it does not work

  • No department or service you need is listed. Stop. Do not pick an unrelated one instead. Ask whoever configures the catalogue.
  • You are unsure what to enter. Leave the draft unsubmitted and find out first.
  • An image is still uploading. Wait for it to finish, or remove it, before submitting.
  • You are not sure whether it worked. Check the submission summary and My Tickets before trying again. Do not submit a second copy to find out.