Why It Matters
While end-users can automatically create tickets through the portal, email, or MS Teams, there are times when IT needs to step in. If a requester shows up in person, calls the helpdesk directly, or you need to document proactive maintenance, manual creation ensures every request gets tracked and routed smoothly.
How to Set It Up
- Access the Queue: Log into your ITSM workspace and navigate to Assistance → Tickets.
- Create the Ticket: Click the Add (or New Ticket) button to open the manual entry form.
- Fill the Details: Enter the ticket title, a detailed description, and manually select the requester’s name from the dropdown.
- Assign and Save: If you are taking the ticket yourself, set yourself as the assigned Technician. Once submitted, the ticket will follow the exact same rule engines, SLA timers, and default routing as your automated channels.
Next Steps
Try logging a test ticket manually on behalf of a user to familiarize yourself with the interface and verify that your standard “New Ticket” email notifications still trigger correctly.
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