Required Fields on the Ticket Work Order / Identity Tab include:
Location – a selection field to choose the location when applicable.
Item – a selection field to designate the item if needed.
Department – the affected department for the location or item. Both code and name fields have selection options for convenience.
Requestor – the person calling the help desk with an issue.
Phone # – the requestor's phone number.
E-mail – the requestor's e-mail address.
Status – the work order status.
Completion Date – date the problem was resolved. By default, WebTMA adds a date when you click Save on the toolbar.
Root Cause – used to track related tickets for analysis. If this ticket is similar to other issues that you have handled, enter a common term that will help management see a pattern that can be addressed.
Template – mark this check box if you want to create a standard template to speed up future tickets. Templates are segregated by repair center. When you click the Create from Template link on the Action Menu, the selection window is blank until you select a Repair Center.
Template Name – enter the name of the new template.
Select – enabled when the Item selected is IT Equipment. Select either Hardware or Software. Unless the ticket applies to IT Equipment, the field is disabled.