ITSM

Guide support to open a new “Ticket”

Revision 2.0
 Document Area

Control – ITSM website

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ID Code: Document
Version: 2.0 Guide support to open a “Ticket” on ITSM.

REVISION
DATE VERSION DEPARTMENT AUTHOR CONCEPT
08/01/2020 1.0 Op. Control Cristian Moral Document generation
11/07/2022 2.0 Op. Control Andreu Guerrero Document Update

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ID Code: Document
Version: 2.0 Guide support to open a “Ticket” on ITSM.

INTRODUCCION
2.1 Document purpose
The goal of this document is describing the task to open a new incident rapport (ticket) on itsm website.

2.2 Tools needed

• Access to ITSM website (Request access to ITSW Robotica)

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OPEN A TICKET
3.1 Get access to itsm
Using whatever website navigator, we will get access to itsm following the next address:

https://itsm.mecalux.com

Ones there we will introduce our User Name and Password to get access, usually the email address is used as
User Name and the same password that we use on our email.

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Version: 2.0 Guide support to open a “Ticket” on ITSM.

3.2 Open a ticket on itsm

Into the main itsm window, left bar side, we will found the option to open a “New Incident”.

• Incident Mangement New Incident

To create a new incident its mandatory fill all required fields. The following images shows one example.

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ID Code: Document
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Next points describe each one of the required fields.

3.2.1 Properties
General information:

Organization: Choose the department or project that involve the incident, only one option is possible.

For control technicians, the most typical options to choose are related with software or program blocks,
example: “Galileo”, “STD IEC Sequencers”, Easy WCS, etc…

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Service: After chose the organization, service options will appear, usually “Product Support”

Service Subcategory: Into this option we will choose the “Automation” subcategory.

Caller: Introduce your name, all user details will be fill out automatically

To add your name its possible use filter search “Add new criteria / First name” option, as well exist other filter
search options.

Title and Description: Add title according the incident subject in order that could be easy search it in future,
and a detailed description about the incident request.

Qualification – Contacts

Choose the data and urgency that fit with the incident to report. Choose corresponding team to request, for
example “Automation Support” if it is related with control system.

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ID Code: Document
Version: 2.0 Guide support to open a “Ticket” on ITSM.

3.2.2 Additional Contacts

Add additional contacts that must be inform about the incident, by “Contacts” window. Take care don’t choose
“create” option, because you will finish with ticket creation.

Use filter to search, for example “contact” to search by name.

Confirm your contacts by “add” button

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3.2.3 Attachments
If we have any file that we consider important to add as additional information, we have the option to add it
into the report using “Attachments” option.

3.2.4 Create / Cancel

Finally, after fill out all required fields, from top menu, you will have the option to create the “ticket” or cancel
it.

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ID Code: Document
Version: 2.0 Guide support to open a “Ticket” on ITSM.

SEARCH A TICKET
4.1.1 Search
When the support team answer the reported ticket, the “Caller” and attached contacts will receive an email
inform on it.

We have the option to search our opened incidents, filling the “caller” filter search option with our name.

Choose the best option to search an incident, by incident number, or caller name, or for some name that could
be included into the title, as is it show into the next examples.

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