Opening a request

What it is for. It is the central dialog to open any IT or HR request: a step-by-step wizard that collects type, subject, description, priority, context and attachments, suggests relevant solutions and creates the ticket, routing it to the right team.

When to use it. Every time you need to report a problem or request a service that no dedicated dialog covers; or when you arrive here from a specific Service Request (Service requests) or from the IT Catalogue (IT Service Catalogue), which open it already prefilled.

How to open it. From the New ticket (IT domain) and New request (HR domain) launchers on the Home; from a Service Request in the index (Service requests); from the IT Service Catalogue (Request this service); from actions in other dialogs (e.g. My assets → Report fault).

Header

Icon and dynamic title (“New IT ticket” or “New HR ticket”), with a × button to close.

Request steps

1. 1⃣ Request type (required) — compact list box with the request types available for the domain. Your choice determines the fields, the default priority and the work queue.
2. 2⃣ What happened
   • Subject (max 200 characters, required) — short title of the request.
   • Description — long text with markdown support and a formatting bar (B bold, I italic, • list, </> code).
3. 3⃣ Priority (and impact/urgency, if any)
   • Priority (required) — e.g. Low/Medium/High/Critical.
   • If the tenant enables them, Impact and Urgency appear (the priority is derived from them).
4. 4⃣ Context
   • Category and other context fields specific to the type (e.g. CI/host, affected users) — they vary with the type you choose.
5. 5⃣ Attachments — up to 10 files, max 10MB each.
6. 6⃣ Options — additional options for the type (e.g. notify the manager, confidentiality).

Side help (smart)

While you fill in the form, the dialog can show:

• Recommended KB solutions — Knowledge Base articles relevant to the subject/description (they might solve the issue right away without opening the ticket).
• Your similar tickets — similar requests you have already opened.

Security (2FA step-up)

For sensitive request types (e.g. bank details/IBAN) the dialog asks for a 2FA check (SecurCheck): a confirmation code field (“Confirm”/“Cancel”) appears before sending, as an anti-fraud measure.

Sending and outcome

At the end, the send button creates the ticket and routes it to the right team based on the type. The new ticket appears straight away in the Inbox (IT/HR tickets filter). If fields are missing, the dialog highlights the errors and does not send. A blocking dialog (“OK”) may signal conditions that prevent sending (e.g. requirements not met).