Documentations

Open a ticket in the ticketing system

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Prerequisite

  • Système de ticketing compatible avec ServiceNav (Liste disponible ici)
  • Connection to the ticketing system in place
  • Société (ou site) ServiceNav lié à la société de l’outil de ticketing (Voir documentation ici)

Use

Creating the ticket

On a piece of equipment or a service in alert or critical status, click on the color-coded sticker for the status of the equipment/service.

A window will open with a suggestion to :

  • Create a ticket and pay
  • Acknowledge

Click on "Create a ticket and pay".

Complete the displayed fields (The fields present depend on the integration)

Click on " Validate "

Ticket tracking from technical operation

At the technical operation level, on the equipment or service, a "File" icon is present.

When the mouse passes over the icon, a pop-up appears indicating (The information present depends on the integration):

  • Ticket number in the external system
  • Contact of the ticket
  • Ticket Status/Status
  • Purpose and Ticket Detail
  • Ticket creation date
  • Stakeholder assigned to the ticket

The pop-up provides a direct link to the ticket master record in the external ticketing system.

Opening a ticket from ServiceNav in ServiceNav Customer Care

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GLPI - Configuring ticketing integration

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ServiceNav - ITop integration overview

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