What information is required to submit a service request (SR)?
Required information includes the request category and subcategory, user details (e.g., username and email - Auto capture), problem or requirement details, and attachments if necessary. Specific fields vary by category.
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How can I create a new ticket?
To create a new ticket, follow these steps: Log in to the IT Helpdesk Ticketing Tool. Navigate to the “Submit a Ticket” section. Fill in the required fields based on the category and subcategory of the ticket. Add a detailed description, attach any ...
IT Helpdesk Manual
Home/landing screen – You can see dashboard of Helpdesk Raisse a ticket – A ticket can be raised by clicking on following options My Area Tickets Submit a ticket Upon clicking in any of the above option, you will be redirected to “My Area” screen ...
When my ticket will be responded and resolved? What is an SLA?
Service Level Agreement (SLA) defines the expected timeframe within which the support team must respond to and resolve a ticket. SLAs are set for different ticket categories and subcategories.
What is the IT Helpdesk Ticketing Tool?
The IT Helpdesk Ticketing Tool is a software platform designed to manage IT support processes including incident management, request fulfilment, and change management. It helps streamline IT support operations, track issues, and ensure timely ...
What are the Categories and Subcategories available?
Ticket categories include Hardware, Software, Network, and Access. Each category has specific subcategories (e.g., Laptop, Desktop under Hardware; Email, URL Access under Software). Please refer to the attached excel for details