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Skip Navigation LinksALVAO 11.2 / Service team member guide / Tickets / Ticket creation

Ticket creation

A ticket can be created in one of the following ways:

  • The requester sends ticket by email to the address of one of the Service Desk services, where it is automatically loaded into the database.
  • The requester enters ticket via the Alvao WebApp.
  • The requester sends their ticket by email to the solver. The Requester receives the message in MS Outlook and forwards it to the mailbox of the service for automatic loading or loads it themself, see Reading a ticket from MS Outlook.
  • The requester communicates their ticket to the solver in person or by phone. The latter manually writes the ticket see Manual ticket creation.

If the ticket is in a status where automatic approval is defined after creation, the ticket enters approval. After approval is complete, the ticket status automatically changes to the end status defined in the approval status.
If the ticket does not need to be approved, it appears to the main solvers in the ticket table in the Unassigned view.

Note:
If the submitted message does not have a subject, the placeholder text "(no title)" is used for the ticket title and "(no subject)" is used for the ticket s originating message. Quotation marks in placeholder texts are not part of strings.
 
Note:
When loading messages from a service mailbox, the system does not create new tickets from messages that relate to the undeliverability of a previously sent message from the Service Desk.
Undeliverable messages (MAILER-DAEMONS) from MS Exchange and Office365 are automatically ignored. These messages are identified based on the sender.
Adjust the list of email addresses that will be ignored by the system, by editing the string value of the MailerDaemons setting in the Administration - Settings - Advanced.
Possible ways of writing the address:
  • 'address@domain' - the system ignores a specific address (e.g. MAILER-DAEMON@MAILER-DAEMON)
  • 'address' - the system ignores all addresses whose left side (up to the "@" character) is equal to the specified string (e.g. postmaster)

 

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