Help Desk Tickets

What are help desk tickets?

Help desk tickets in Enterprise BI Portal allow users to raise service tickets for any asset or any issues they may encounter while using the portal.

Help Desk Administrators will then be able to assign these tickets to appropriate people in the organisation to get the query or issue resolved.

How do I raise a ticket through an asset?

To raise a ticket, click the Help button on an asset.

step 1

A help desk form will appear.

Help

Enter a Title for the ticket (required).

Click on Edit and select a request type (required).

Enter a Description for the help desk ticket (required).

Click Create.

How do I raise a ticket through My Tickets?

Click the settings cog icon at the top right hand corner.

Select My Tickets.

Click New Ticket.

A help desk form will appear.

New Ticket

Enter a Title for the ticket (required).

Select a Business Area (required).

You can select multiple options for this field.

This field refers to the left-hand navigation menu term set and terms. It might not be called ‘Business Area’ for you.

Business Area

Select a Subject Area (required).

You can select multiple options for this field.

Subject Area

Select a Request Type (required).

Request Type

Enter a Description for the help desk ticket (required).

Click Create.

How do I view my tickets?

To view tickets, click the settings cog icon at the top right hand corner.

Select My Tickets.

step 4

Open - displays a list of your open tickets.

Me - displays a list of tickets assigned to you.

Closed - displays a list of your closed or cancelled tickets.

All - displays a list of all your tickets.

How do I add a note to my ticket?

Tickets in Enterprise BI Portal cannot be edited. You can however add a note to the ticket:

From the My Tickets list, click on a ticket.

The ticket details will appear.

Notes

Click Add Note.

Enter your message in the Note field.

Click Post.

Click Close.

How do I cancel my ticket?

From the My Tickets list, click on a ticket.

The ticket details will appear.

Click Cancel Ticket.

A confirmation message will appear.

step 6

Click OK to confirm the cancellation.

How do I manage Help Desk Tickets (Help Desk Operator/ Administration roles)

Click the Settings cog icon at the top right hand corner.

Select Help Desk Tickets.

Click on a ticket.

The ticket details will appear.

Helpdesk Ticket

Click Edit under ‘Assigned To’.

step 8

Start by typing the name into the the field. A list of users will appear as you type.

Select a user to assign the help desk ticket to.

Click Close.

Change the ticket status by clicking on the drop down box under Request Status. Select a status.

Status

Click Save to save any changes made.