Oracle Cloud Ticketing - Creating a New Ticket & Working Tickets

Creating a new ticket, taking or assigning a ticket, working tickets, and ticket statuses

Creating a NEW Ticket

1. Click +Oracle Cloud - Form on the main menu
2. Select the Requestor by using the lookup requestor magnifying glass (What is your email address?)
3. Your Email Address: enter requestor’s email
4. Check Notify Requestor box
5. The Acct/Dept will auto fill
6. Choose the area of Support
7. Enter a useful Title 
8. Enter a thorough Description (Provide any additional information)
9. Add Attachment if applicable
10. Choose the Responsible (if left blank, it’ll be auto assigned to OC-Triage group)
11. Check Notify Responsible
12. Optional: Change Source 
13. Choose a Status
    • Open - Ticket has been read/updated/assigned but is not in process. 
    • In Process - Work is actively being done on this ticket.
    • Completed - Work on the ticket is complete
    • On Hold - Pending Requestor - More info is required to complete the ticket. Requestor has been notified.
14. Click Save

Taking a Ticket or Assigning a Ticket

Take a Ticket (assume responsibility of a ticket):
Open Ticket > Actions > Take Service Request or Reassign Service Request

Assign a Ticket (delegate responsibility of a ticket to someone else):
Open Ticket > Actions > (Re)assign Service Request:

1. Look-up New Responsibility
2. Check Notify the new resource of the assignment
3. Add comments
4. Click Save

Working New Tickets

Addressing the issue, updating the ticket status, and interacting with the requestor or other parties.

1. Open the Ticket
2. Edit the ticket (if needed)
3. Actions > Update
   1. Change Status
   2. Check make comments private – if comments are INTERNAL only
   3. Add the Comments 
   4. Notify appropriate person(s)
   5. Save to send

Statuses

New = Ticket has been created, but no one has touched it

Open = Ticket has been read/updated/assigned but is not in process.

In Process = Work is actively being done on this ticket.

On Hold = Waiting for something/someone (always add an off-hold date)

On Hold - Pending Requestor = More info is required to complete the ticket. Requestor has been notified.

On Hold - Pending External = More info is required to completed the ticket. Vendor/External Contact has been notified.

Completed = Work on the ticket is complete. User is notified and asked to confirm

Cancelled = Requestor canceled

Closed-No Response = Requestor didn't respond after three notifications.

Working Hold Tickets

The ticket won’t always have all of the information needed to work it or you may need the requestor to try something and follow up with you. This is when you’ll use the hold status and process. 

This is a discussion to have with your team. Typically, you’d want to set a 24-hour hold (business hours, excluding weekends). 

If no response, after the 1st hold ends … do you put it on a 2nd hold or mark it Completed? 

Do you use a 3rd hold? Or after a first/second missed hold, do you call?

Check with your team!

Hold Process

1. Call or update ticket for information needed
2. Update ticket: Status = On Hold - Pending Requestor    
3. Set to take off-hold after 24 hours
4. Notify the requestor (and other contacts)

If the requestor doesn’t respond after 24-hours, follow your team’s business process.