S.mon - Service Management Online

The submission of a ticket requires many steps.

Customer Selection (only for engineers)
Product Selection
Conract Selection (not for anonymous)

You will be automatically redirected to a next page where a choice is required. If there is only one entry for a product or a contract you will be not prompted and you go directly to this submission page.

To submit a ticket please fill in as more data as possible an then press Submit-Button. At least a title, a short description of the problem and the prriority are required.

Field	Description	Note
Customer	Will be displayed if some customer was selected	automatic
Product	Your selection is displayed	required
Contract	The name of the contract to be associated with the ticket	required/automatic
Title	The subject for the problem	required
Reported By	Who has reported this problem? Can be used for example in a call center where a call center user submits bugs for other users without access to the system or for customer users. This is only available if a customer was selected and there are customer users created in the system	optional
Reported On	Allow to specify when to problem was reported	optional
First Contact with Customer On	When was the customer contacted first time	optional
Priority	The desired priority. The priorities are defined in contracts. There is no default value, one should select one.	required
System	The system associated with the product.	optional
Component	The component associated with the product	optional
Version	The version information	optional
Is hidden?	Please check it if customer should not see this ticket.	optional
Description	The detailed description for the problem	required
Office/Site	The office/site by the customer. This selection is only available if a customer was selected and there are configured values for this field.	optional
Severity	How severe is the problem? Please select one of the available values.	optional
When Found?	When was the problem detected.	optional
How found?	How was the problem detected?.	optional
Customer Ref#	Customer reference number related to this ticket	optional
Manufacturer Ref#	Manufacturer reference number related to this ticket	optional
Hardware	Short hardware information	optional
Operating System	The information about operating system (like Win2000, UNIX, etc)	optional
Contact1 Name	The name of the first contact person	optional
Contact1 Email	Email address for the first contact person	optional
Contact1 Phone	The phone number for the first contact person	optional
Contact1 Fax	The fax number for the first contact person	optional
Contact2 Name	The name of the second contact person	optional
Contact2 Email	Email address for the second contact person	optional
Contact2 Phone	The phone number for the second contact person	optional
Contact2 Fax	The fax number for the second contact person	optional
Comment	Additional short comment for the ticket	optional
Attachment1	You can upload up to two files with a problem. The files will be stored as attachments. Here you can select the first file to be uploaded.	optional
Attachment2	You can upload up to two files with a problem. The files will be stored as attachments. Here you can select the second file to be uploaded.	optional

All following fields are available only for engineers.

It is possible to immediately assign and/or close a ticket with one step. Select an user name next to the Assign to field to assign the ticket to an engineer. To do this you will need the access right for assignment in the selected product. Mark the checkbox Add Solution to add a solution. If you want to resolve the ticket then mark the Resolve checkbox too. And do not forget to enter a description in the Description field.

Please fill out the form carefully because some fields even an administrator can not edit.