New Help Ticket (Resource Manager)

Help desk technicians can create new Help Tickets when a user reports a resource item needing repair or maintenance.

To create a New Help Ticket from the Admin tab

Note: To enter or select cumulative limiters, click Customize View.

  1. Select Admin > Help Tickets.
  2. On the Track sub-tab, click New Ticket.
  3. To identify the resource item, click +Select. The Find Resource page opens.
    When you select a resource item, multiple Servicing team drop-downs appear. You can select the team and the team member from the Servicing Team lists.

    Important: If you select a servicing team but not a team member, the assignment defaults to the team head. Help tickets will remain Unassigned if there is no team head or the team head is removed. This means that if you select a team without a head, the help ticket is still classified as Unassigned; it does not become Open or Pending. When a team is deleted, Destiny converts the Servicing Team assignment to an Individual assignment, retaining the team member as the Individual.

  4. Enter one of the following: Item Barcode, Item Serial Number, or Resource Displayable Name.
  5. Click Go!.
  6. If multiple search results appear, click +Select next to the correct one.
  7. If a Servicing Team (with a head) has been assigned to the item's template, the Assigned to field is automatically completed on the New Ticket page.
  8. If you have physical possession of the item, select the Item submitted for repair checkbox.
  9. Select the applicable Priority and Status.
  10. Enter a Summary (max of 255 characters).
  11. Optional Enter Details (max of 1,000 characters).
  12. If you know who will repair this item and no Servicing Team has been set up for this resource, assign the Help Ticket to a technician. To search for and select the appropriate technician, click Select.
  13. If you know how long the repair will take, select an Expected Completion date.
  14. Under Requestor Information, perform a patron search and select the patron who called or brought in the item for repair.
  15. Edit the patron’s email address or a phone number, if needed.
  16. Click Save.

A Help Ticket is created and automatically numbered as follows:

If you… Then…
Assigned a technician and the ticket status is Open It appears in the Open section of the queue.
Assigned a technician and the ticket status is Pending It appears in the Pending section of the queue.
Did not assign a technician and the ticket status is Open or Pending The ticket appears in the Unassigned section of the queue.