Create a Ticket in the xFlow Interface

This section explains how to create a ticket in the xflow:
casm172
This section explains how to create a ticket in the
xFlow Interface
:
Create a Ticket from the Multi-faceted Search Bar
Multi-faceted Search bar allows you to search for a contact, view the number of open tickets for that contact, and create a ticket.
The type of ticket that an analyst creates depends on the assessment of the user's requirement during the call. 
Scenario 1
The following scenario explains how an analyst creates an Incident when the default ticket type is Request.
  1. Quan, the manager at Example.com, encounters the Blue Screen of Death after rebooting his laptop. He contacts the Service Desk and Dustin, an IT Analyst, receives the call or email.
  2. Dustin searches for Quan's name in the multi-faceted search field. The search results display Quan's details and the number of open tickets for him.
  3. Dustin hovers over Quan's name from the search results and selects the
    New Ticket
    option.
  4. As this scenario fulfils the criteria for an incident, Dustin enters the following command in the command bar:
    /Incident (or) /IN
  5. As Quan describes his problem, Dustin enters a brief description in the command bar.
  6. The command bar evaluates what Dustin types and if a Smart Word is detected, it is highlighted in yellow. A Smart Word provides suggestions for categories and templates.
    Optionally, Dustin can apply a category and template to the ticket, and can press Enter in the command bar.
    : Dustin can still create the ticket if a Smart Word is not detected. To add a category after creating the ticket, see Command Bar.
  7. A grid requesting additional information is displayed. As and when Dustin enters the additional information, it is removed from the grid and is displayed on the Timeline.
  8. Dustin must press the Enter key in the command bar, and review the details by selecting the 
    Show All
     button on the grid.
  9. Dustin can complete creating the ticket by pressing the Enter key in the command bar.
Scenario 2
The following scenario explains how an analyst (Dustin) creates a problem ticket.
  1.  Dustin access an open ticket, and navigates to the ticket details.
  2.  In the command bar, enter the following command:
    /Problem (or) /PR
    Populates the problem ticket form to create a problem ticket.
  3. Dustin enters brief description and summary for the problem ticket.
  4. A grid requesting additional information is displayed. As and when Dustin enters the additional information, it is removed from the grid and is displayed on the Timeline.
  5. Dustin must press the Enter key in the command bar, and review the details by selecting the 
    Show All
     button on the grid.
  6. Dustin can complete creating the ticket by pressing the Enter key in the command bar.
In-Context End User Information
The In-Context End User Information viz-a-viz the Quick Profile equips the analyst with the contact and environment information of the user. This enables the analyst to deliver an enhanced customer experience and an effective ticket resolution. For detailed information, click the 
More details
 option. 
Information Available
The following information of the user is available:
  1. Contact Information
    :
    • Name:
      Displays the complete name of the contact.
    • Tenant
      : Displays the tenant associated with the contact.
      This field is available only when multi-tenancy is enabled. 
    • Access Type
      : Specifies the access type. The access type determines the system functions the contact can access.
    • Data Partition
      : Specifies the data partition for the contact. This value determines the records that the contact can access. Data partitions are subsets of the database with restricted access to data records, based on their content.
    • Service Type
      : Specifies the level of support received by the contact. For example, some users have 24-hour support, and others receive on-site training.
    • Time Zone
      : Specifies the time zone where the contact is located.
    • Phone Number: 
      Specifies primary phone number for the contact.
    • Alternate Phone Number
      : Specifies an alternate phone number for the contact.
    • Email
      : Specifies email address of the contact.
    • Location
      : Specifies the contact's physical address.
    • Contact Notes
      : Displays contact specific notes.
  2. Environment Information
    :
    • Name
      : Specifies the asset name associated with the contact.
    • Class
      : Specifies the general category for the Configuration item (CI)
    • Family
      : Specifies the CI family associated with the CI class. 
    • Serial Number
      : Specifies the serial number for the CI item.
    • Product Version
      : Specifies the version number of the CI item.
    • Asset
      : Categorizes an asset for filtering purposes and to control display in CA CMDB.
How to Access In-Context End User Information
You can access In-Context End User Information from the following:
  • Search
    : Search for a contact in the multi-faceted search field and click the profile picture or contact name.
  • Card or List view
    : Access a ticket in the card or list view and click the profile picture or contact name.
  • Ticket Details
    : On the ticket details page, click the profile picture or contact name.