Quick-Start SharePoint Support Tickets | runScrum

Create and collaborate on support tickets

1

Navigate to Service Desk

Open the Service Desk by navigation to DevOps -> Service Desk in the left sidebar and click on Create new ticket in the top right corner.

2

Create new ticket

Now fill all fields. You can also assign tickets to epics and add attachments such as screenshots. Once you’re done click on save. You can also add more tickets right away by activating the checkbox.

3

Tickets overview

Go back to the tickets overview. You should now see all tickets in the list.

4

View & edit details

Click on the title to open the details view. You can edit all fields by clicking on them. Once you’re done with editing click on save at the bottom.

5

Related tickets

You can also connect a ticket to other related items by clicking on the plus icon. Search for the ticket ID and select the ticket.

6

Add comments

Add comments by clicking on the button I the top right corner.

7

Ticket history

To see all changes, that have been made on a ticket scroll down in the left sidebar and click on ticket history.

8

Merge duplicated tickets

To merge multiple tickets go back to tickets overview and select all tickets you want to merge to one. Then click on the bulk icon in the top right corner and select merge tickets. You can now decide whether to merge attachments, too.

The tickets will be merged into a new one. Fill all fields in the form and click on save, once you’re done. The tickets you’ve merged are now automatically set to closed and are listed in the new ticket as related tickets.

Next step: Setup quick filters