First, you have to choose who the owner of the ticket is. This is the user account for which a ticket is opened. The dialog allows to search for an existing i-net HelpDesk user or, if necessary, to create a new user.

Once a user is selected, the history of their recent tickets is displayed. That allows to get an overview of recent communication and topics which may be edited instead of creating a new ticket.

Note: The user account usually means a natural person. It is also possible to create objects, for example Room 1 to Room 10, as user accounts. However, these are still created in the Users and Groups application.

To create the request, the appropriate fields should be filled and the inquiry text should be formulated. It is also possible to attach files here.

Additional ticket fields can be added using the button Settings → Edit visibility of ticket fields in the footer. It is also possible to change the order of the fields there. Users with permissions to access the Knowledgebase application can enabled or disable the search for related articles in the Settings menu too.

Suggestions with ticket solutions from the Knowledgebase will be displayed to the user when entering the subject of a new ticket. This function is particularly useful when creating tickets manually, e.g. during a phone call with a dispatcher user or by an end users who create tickets on their own.

Entering a subject text for a new ticket will trigger a fuzzy search in the Knowledgebase, taking the articles subject into account.

Knowledgebase suggestions are also available as extension during ticket editing.