How to create an incident in Fresh Service

Summary

Discover the proper way to create an incident with the service desk. These instructions will assist users in finding effective solutions and information. This is especially useful for those who work during off-hours when IT support may be limited. The ticketing system is self-service, meaning there is no phone number to call for the service desk. Numerous corporations have adopted this approach to reduce costs while providing 24/7 support to users via online solutions.

Instructions

This can be watched from the Landing under IT. Link is found here.

MAIN PAGE

Get familiar with the layout. Many users ignore information that is starring in their faces. Getting familiar will help reduce recreating a ticket because it was filled out incorrectly or the information was already available. Information that is available will reduce waiting for IT to respond to your issue. Some solutions are found by Googling the issue.

Search bar - there is a reason why this it's in the middle of the page because it's the most powerful tool to be used. Instead of opening an IT ticket and waiting for a response from IT, the search bar will pull your existing tickets, Solution articles, and Service Catalog items, or create a ticket. It's designed to help you and your IT department.
Announcements may be informational and help prevent creating a ticket. Read them and see if it pertains to your issue before creating an incident.
Understanding the options given. Most are self-explanatory, but we still have users that get confused. Some users will have limited options based on the job title.
- We'll cover the following, Open an IT Ticket, Requests, Help Articles, and Approve Requests.
  - Open an IT Ticket - the most popular selection. This is to report a problem. Problems are generally things that aren't working or need attention from the IT department.
  - Request Hardware, an Application, or Access to Services - gets confused with Incidents. This should be used to request access to something like access to a file share or access to an application or requesting hardware or software. Most requests go through some type of approval and this is the reason why you shouldn't use "Open an IT Ticket" for everything.
  - Browse Help Articles - a plethora of information pertaining to the systems you use. Solutions appear as you type in your Incident, but you can come here to search for answers. We understand people can be too busy to look up the problem, but some problems can be resolved quicker than creating a ticket. Please bear in mind that the IT department is a small resource in the company that supports many hospitals. Self-service has been adopted by many organizations to help sustainability.
  - Approve Requests - applies to people that need to approve a request. These are usually your managers. They will see a notification that requires attention.

We'll cover the most important parts of the ticketing system. Incidents, Solutions, and (Requests) Service Catalog.

Search Bar - this feature is the most powerful. Think of it as Google for the ticketing system. This will find anything related to what you type in the field. If it can't find it, you can create a ticket from this location. Using keywords is highly effective instead of typing a narrative.

Example:

The trend for most users has been to create a ticket right away instead of using the Search bar mentioned earlier. This method is fine, but we implore users to read articles because it's beneficial to both parties. It saves time. We know there aren't solution articles for every problem. We ask that you be descriptive when creating a ticket. Please don't assume that the company uses one system only, so an example is "I'm locked out." It's too broad, so instead of that, try using "I'm locked out of WellSky." This avoids creating a back-and-forth dialog with IT asking questions. Please note that while creating the ticket, you'll see possible solutions to the right of the form.

How to fill out the form?

The requester field will always default to the user signed into the browser. It can be changed to any requester.
Subject field - this field is smart enough to look for keywords and tags from the Solutions part of the ticketing system. If you look to the right, you can find possible solutions. This is often neglected as we discover solutions are available in most cases. Subject fields should be somewhat descriptive. People forget there is more than one system used. If you're having problems with WellSky, include WellSky in the subject.
Description - you don't necessarily need to write a book here, but it should contain information that could help IT. Attaching a file such as a snapshot is very helpful.

This is used to explore the problem you are dealing with or research a subject.

Perhaps the least used feature of the ticketing system. It has a wealth of information that applies to the applications and hardware used in the company. When you type in the subject line of your incident, it's pulling information from this location. It helps eliminate creating a ticket. Think of it as Google for your hospital. You should find most of your problems here. There are some situations where this won't apply but use common sense.

This is called the Service Catalog.

The Service Catalog is used for needing something. There is a good reason why the icon is a shopping cart. The reason why you need to use the service catalog is that most requested items require approval. Creating an incident saying "I need access to..." or "I need a laptop" will get rejected because it's not a formal request. Please use the Service Catalog, so the approvers (managers) get notified. You'll see below that you can view by Service Categories or look at everything you have access to. Please note that users will only see items that they have access to. Not everyone is going to see the same list. It's based on job titles and groups.