There are times when a ticket is submitted to one application but contains inquiries relevant to more than one application.
For instance, a student submits a ticket under the Office of the Registrar application, mentioning in the description that they require a Verification of Enrollment eLetter. Additionally, they have a query about changing their room. In this scenario, the student seeks assistance from both the Office of the Registrar and Housing. Thus, it's necessary to make a copy of the ticket to allow us to send the original ticket to the Office of the Registrar and the copy of the ticket to Housing, ensuring both questions are addressed promptly.
Please follow these steps to learn how to Copy a ticket:
Step 1: Review the ticket to identify which other applications we need to send it
Step 2: Click "Copy Service Request“ in the "Actions" menu
Step 3: In the copy of the ticket, the default page is Edit
Modifications needed to be made to this ticket:
- Change the "Service" to the appropriate one, instead of keeping the same service as the original request.
- Modify the subject of the request if needed.
- Adjust the detailed request. Typically, we cross out the question that is not relevant to the current ticket inquiry and add a note at the end saying, "This question can be resolved from the original ticket (ticket id: xxx)".
Click "Save".
Click "View the service request you just created".
Move to the appropriate application.
Assign the ticket to the correct responsible individual/group, update it, and notify the requestor.
Step 4: In the original ticket, click "Edit"
Modifications needed to be made to this ticket:
- Change the "Service" to the appropriate one based on the request.
- Modify the subject of the request if needed.
- Adjust the detailed request. Typically, we cross out the question that is not relevant to the current ticket inquiry and add a note at the end saying, "This question can be resolved from the duplicated ticket (ticket id: xxx)".
Click "Save".
Click "To Detail".
Move to the appropriate application if needed.
Assign the ticket to the correct responsible individual/group, update it, and notify the requestor.