Converting a Ticket to a Change -

NOTE: How to Video available HERE

STEP 1: From the ticket, click Associate.

STEP 1a: Click Change initiated by this ticket.

STEP 2: Complete the form.

NOTE: Fields with the red * are required to be completed in order to create the Change.

a: The requester's name should auto populate. This can be modified if necessary.

b: Update the Subject field if needed.

c: Chose from the list of Products or Services.

d: Leave the status on Backlog until the Change is being actively worked on.

e: Update the Priority field if needed.

f: Update the Impact field if needed.

g: If this change results in a noticeable impact to end users, change to Yes.

h: If this change requires the Service Desk to be aware, change to Yes.

i: If this change necessitates an announcement to users on SwinNet, change to Yes.

j: Update the Description field if necessary. Add as much detail as possible (it is possible that another agent will complete this change).

k: Click Associate.