Documentations

Open a ticket in the ticketing system

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Prerequisites

  • ServiceNav compatible ticketing system (List available here)
  • Link with the ticketing system in place
  • Company (or site) ServiceNav linked to the ticketing tool company (see documentation here)

Use

Ticket creation

On an equipment or service in alert or critical status, click on the colored dot of the equipment/service status.

A window will open offering to :

  • Create a ticket and pay
  • Acknowledge

Click on "Create a ticket and pay".

Fill in the fields displayed (The fields present depend on the integration)

Click on " Validate ".

Follow-up of the ticket from the technical operation

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

When you move the mouse over the icon, a pop-up window appears indicating (The information provided depends on the integration):

  • Ticket number in the external system
  • Ticket contact
  • Ticket status
  • Purpose and details of the ticket
  • Date of ticket creation
  • Person assigned to the ticket

The pop-up shows a direct link to the ticket record in the external ticketing system

Opening a ticket from ServiceNav in ServiceNav Customer Care

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