Tickets
      Back to home
      1. Knowledge Center
      2. Tickets

      How to Create a Ticket

      To create a ticket (except NC/CAPA ticket type):

      1. Click the Add New Ticket button on the top right-hand side of the Tickets Module homepage or add a new ticket by simply clicking the + button on the top bar of the page and select Ticket.
      2. Write the name of your ticket.
      3. Next, change or keep your previously selected ticket type.
      4. Enter the Ticket number (optional).
      5. Select if the ticket will be private or public.
      6. Select ticket priority.
      7. Choose the Business Impact of the ticket’s issue as appropriate.
      8. Use the Primary Affected box to link the affected object in Ostendio to the ticket.
      9. For an ‘Incident’ ticket-type only:
        1. Enter the ‘Incidents Date & Time’.
      10. Enter the ‘Due Date’ your ticket should be resolved by (optional)
      11. Enter a ticket Description.
      12. Choose the ‘Category’ for the type of object that is affected by the ticket.
      13. Select a ‘Sub-Category’ to further clarify the specific type of object that is affected (optional).
      14. Choose the Environment that the affected object is located in (optional).
      15. Select the items Location or add a new one by selecting the add location button (optional).
      16. Choose the Department affected by the ticket (optional).
      17. Choose who the Owner, Custodian(s), and Consumers of the ticket are.
        1. PRO-TIP: The owner of the ticket is the user who is also responsible for closing the ticket. If that isn’t the ticket creator, it’s recommended that you assign the person responsible for closing the ticket as the owner, and the ticket creator as the custodian so that all stakeholders are able to edit the ticket.    
      18. Add any tags or collections associated with your ticket.
      19. Add any attachments applicable to the ticket
      20. If approvers are required, click the + ADD APPROVERS button.
      Click save to complete.

      If you need to document any non-conformance and/or corrective actions in Ostendio, use the NC/CAPA ticket type. For on-boarding of off-boarding a new employee use an On-boarding or Off-boarding ticket. These are workflow ticket-types which allows you to document each step in your process.