Document number: 11668

 

Who: All departments in IT

Why: To illustrate how a ticket is to be modified or closed using CSMS

To modify or close an existing CSMS ticket, follow the steps below:

Open the existing ticket.

1. Upon receiving an IT request via CSMS, enter your name as provider in the Queue tab and verify the Call Status field has changed to 300 in the Caller tab. Save your changes by clicking on the OK button at the top left.
   
   
2. Contact the customer to attempt to resolve the problem. Any troubleshooting steps taken must be documented in the media object. If not documented in the ticket, it did not happen. To add notes to the existing call, click on the Form button at the top and choose Attachments.
   
   
3. Update the Date/Time On Site fields in the Dates/Times tab. This is the date and time a user was contacted to resolve and issue.
   
   
4. Under the Call Information" tab, enter any important information. If the issue is escalated to a vendor, then the Vendor Ticket Number field needs to be used instead of the Parent Call Number field.
   
   
5. The last tab with required fields is the Category Codes tab. The only required field is Escalation Level. This value depends on how the call did or didn't get escalated. The possible fields are:
   
   1 - Help Desk
   2 - Operations
   3 - Vendor
   4 - P&D
   
   In most cases a ticket is queued with a "2" value, but if the call is escalated further, it needs one of the other listed values listed.
   

When the problem has been resolved, notes must be added to the ticket explaining in detail the steps taken to resolve it. Remember that if no notes are added, the work was not done. At that point the ticket can be closed. Change the Call Status from 300 to 900. Verify that all other codes are correct as well, and add an Action code, which is found under the Product tab. The action code lists what was done to resolve the problem.

If for some reason you are unable to contact the customer, you can close the ticket using the "NOCNT" Action code. However, this needs to be documented in the ticket and should only be done after you have attempted to contact the customer at least three times over a period of at least three business days. If a business day goes by after the third attempt to contact the customer, the call can be closed. Be sure to document every attempt to contact the customer.

To close the ticket, save your changes by clicking the OK button in the upper left.

Keywords: CSMS, portal, create, ticket

 

 

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: amq mm/dd/yyyy