The document outlines the incident ticket process for a service desk. It involves creating a new ticket with information about the caller, category, state, and assignment group. The ticket is then assigned to an individual who adds a description before resolving the incident. Upon resolution, the ticket is closed with notes and appropriate closure codes.

1. Incident Ticket Process
Service
Desk
Create
New
New
Ticket
Caller Search Account
CategoryWorkplaceSubcategory
Application
(may not be an
application)
Contact
Type
Incident
State Active
Assignment Group (Jersey
City Site Services)
Assign to
self
Planview:
EngageIT
(very
important!)
Description
Click
“SUBMIT”
Closure Info
Closure
Code
Solved
RCA
Code
Closure
Category
Workplace
Closure
subcategory
Closure
Notes
Resolve
Incident
Walk-in
Go back
into ticket
Change
Assignment
Group
Put user’s
contact # in
Work Notes
Click
“SUBMIT”
Not closing?
Closing?