Support Day Topics 102 in PDF

• Caller is not always the Customer • Preferred contactmethod must be filled out o Preferred contact # is not always the same as the profile # • Location selection is very important! o Influences where the ticket is sent o Use the asterisk * to search keywords to find a location o Building, Floor, Room/Suite are important if someone needs to locate the customer onsite o Configuration item o Influences where the ticket is sent o Use the asterisk * to search key words (Do not hit enter; Wait for the search to load) o Check the Wiki! ▪ Overview for any topic includes the configuration item • PC Name will auto-populate if there is one on profile for the customer

Fill Out an Incident (INC)