Creating a ticket for an asset reconciliation result record

You can open a ticket for an asset reconciliation result record to resolve a discrepancy between an authorized IT asset and a deployed asset. Types of tickets can be a service request, an incident, or a problem.

Procedure

  1. On the List tab in the Asset Reconciliation Results application, display the record for which you want to create a ticket and select its Reconciliation ID.
  2. From Asset Reconciliation Result tab open the Select Action menu, select Create, and one of the following:
    • Service Request
    • Incident
    • Problem
    The following fields from the reconciliation results record are displayed in the Create window:
    • Reported Priority – Urgency of the ticket, as determined by the person making the request
    • Reported By – User ID of the person creating the ticket
    • Asset – [Read only.] Asset specified in the reconciliation result
    • Site – Site associated with the asset specified
    • Reported Date – Date and time the record is created
    • Summary – Identifier of the reconciliation result record
    • Details – Reconciliation result message, identifier for the reconciliation task that generated the result, and the name of the link rule for the reconciliation result
  3. In the Reported Priority field, type a value that indicates the urgency of the ticket (the other fields are automatically populated from the Reconciliation Results record). The value can be specified in terms of your own business's priority scheme.
  4. To create the ticket, click OK. The application creates a ticket and displays a message that includes the unique ticket identifier.
  5. Record the identifier for your own records.


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